Ty Mcmurry Email & Phone Number

Phoenix, AZ, US

Remote

• Developed a scalable process for the Customer Success (CS), which enabled CS to deliver more valuable engagements with customers.
• Optimized Gainsight layouts and design through ongoing consulting with key teams and stakeholders.
• Engaged with stakeholders and business leaders to deliver needs, product plans, documentation materials, and system capabilities.
• Worked across CS organization to design and deliver strategic outcomes using deep knowledge of Gainsight’s data architecture and capabilities.
• Identified opportunities and gaps in technology and process. Then communicated and designed documents on solutions.

Remote

• Communicated and developed optimal business processes, strategies using CRM tools, and market trends to reduce Customer Success Managers (CSM) menial work
• Audit and update of Gainsight CTA and playbooks used in automated system.
• Developed analytical based insight using key metrics and recommendations for customers, which optimized their processes and allowed them to scale from one location to multiple.
• Consulted customers on go-to-market (GTM) strategies for launches of new businesses, services, and locations. Developed optimal approaches to each launch based on their business model.
• Developed scalable processes for internal and external stakeholders that drove adoption and engagement.

• Assisted in coordinating the completion of software upgrades with a 91% project completion as well as collaborating with customers to move them from On-premises to SaaS to contracts.
• Conducted regular meetings to review developmental projects, platform bugs, system performance, maintain project timelines, and expectations to ensure business strategy synergy.
• Managed escalations for all projects and programs related to deliverables and schedule.
• Communicated and mentored project team members on products through training modules and documentation.

• Worked with the Partner Service Group and Market Managers to confirm data cleanliness and accuracy to ensure payments are received correctly and on time, which resulted to a 63% increase in on-time payments.
• Managed, maintained, and completed all requests from the Partner Services Group for account additions to Oracle; edited and activated/inactivated vendor information related to payment of supplier invoices.
• Coordinated the validation of required information from hotels, assisted Supplier Relations and Banking Services with investigations regarding payment anomalies, and communicated with the Partner Services Group on.
• Created reports to proactively find errors within Oracle to ensure payments are being correctly processed for Expedia’s partners, which led to a customer account dispute dropping by 32%.

• Reported Merchant Reconciliation, which included the collection of workloads for each day and distribution reports to leadership.
• Communicated with team and management to reach goals and exceed expectations by a 20% case per hour.
• Coached a team of 12 how to overcome problems and increase efficiency through an agile mindset and a best practice policy developed with leadership.

Bachelor Of Science (Bs), Chemistry

Activities and Societies: American Chemical Society and Missouri State Triathlon Club

Computer And Data Analytics