Ryan Finn
Customer Success And Account Management Aficionado
Phoenix,AZ
Summary
Customer success professional skilled in driving client satisfaction and optimizing service delivery. Proven track record of implementing customer-centric strategies and improving client retention. Known for exceptional collaboration with teams and adaptability to changing business needs.
Overview
9
9
years of professional experience
Work History
Senior Customer Success Manager
Amazon
Tempe, AZ
06.2024 - Current
- Influence building and executing strategic joint business plans with Selling Partners and collaborating with them to explore innovative ways to identify and execute new selection, merchandising, and operational improvement opportunities
- Keen ability to identify and prioritize the right inputs and outputs to deliver on agreed service levels
- Manage multiple workflows in a fast-paced work environment and actively participate in continuous improvement initiatives
- Responsible for driving Selling Partner business growth and delivering a positive experience with our program
- Advise on how to improve business input metrics that drive growth and improve end customer experience
- Deliver timely, accurate and professional operational support to all Selling Partners within a specified SLA
- Drive results in a cross functional environment
- Oversee key activities that are underway for a Selling Partner, including following up and escalating as appropriate to get resolution in a timely manner
- Demonstrate excellent time-management skills and the ability to work independently while using centralized resources, policies and procedures
- Build strong relationships with Selling Partners; be a trusted advisor and the single Point of contact for their issues, questions, requests, escalations, and concerns
- Liaise with other internal departments as necessary to resolve Selling Partner issues and questions quickly and with high quality
- Teach Selling Partners how to be more successful on Amazon through education on available tools, policies, and relevant growth opportunities leveraging related Amazon programs and products
- Assist with the definition and design of tools, standard operating procedures and processes of Selling Partner Services
- Identify, quantify, and define feature enhancements and new products to improve Amazon product based on customer feedback, data analysis, and feature gaps with competitive products
- Manage a book of business of 27%+ YoY growth worth $150MM+ in annual revenue
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Improved internal knowledge-sharing capabilities through collaboration tools implementation.
Senior Customer Success Manager
Reachdesk
Phoenix, AZ
06.2022 - 06.2024
- Managed relationship and ultimate success of highest dollar value customers, including initial onboarding, strategy development, campaign execution, customer expansion and retention
- Achieved 100% logo retention and 100%+ net dollar retention consistently despite challenging economic environment
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for cross-functional teams
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
Customer Success Manager
Doma
Phoenix, AZ
05.2021 - 05.2022
- Responsible for success of new and existing customers throughout customer lifecycle including pre-implementation scoping through initial onboarding, early adoption, strategy development and expansion
- Managed multi-layered relationships with end users, champions and VP and C-level sponsors to increase satisfaction and internal customer health scores
- Executed growth and retention strategies, conduct ongoing performance and business reviews, and drive customer advocacy
- Achieved 100% logo retention and 110% volume retention YoY on book of business valued at ~16M in ARR
- Served as cross-functional liaison between the customer and Sales, Product, Operations, Engineering and Marketing teams to represent the voice of the customer in strategic initiatives
Customer Success Account Manager
Sendoso
Scottsdale, Arizona
07.2019 - 06.2020
- Responsible for establishing and maintaining client relationships for a high value book of 50+ accounts post-sale
- Effectively managed and negotiated renewals and upsells while ensuring stellar customer satisfaction
- Actively work with customers to identify potential renewal risk early and perform internal due diligence to ensure client resolution
- 92% retention rate on a goal of 85% retention for early stage startup
- #1 on team for logos enrolled into customer loyalty program
Global Account Director
DoubleDutch
Phoenix, AZ
12.2016 - 07.2019
- Responsible for overall ownership (including relationship and account health) as primary contact for 50 of the company’s highest valued enterprise accounts including Fortune 100 logos accounting for $5M in ARR with company revenue of $16M
- Communicated cross departmentally to internal groups on behalf of clients to Engineering, Accounting, and Executive teams
- Project managed complex legal and security reviews for large clients to completion
- Consistently exceeded renewal revenue goals through both expansion and churn minimization while continually achieving NPS ratings of 9+ from customers
- Achieved 110% YoY dollar retention 2 years in a row
Education
Bachelor of Arts - Communication, Business Administration
University of Arizona
Tucson, AZ08.2009
Skills
Business Development
Customer satisfaction
Customer feedback analysis
Relationship management
Upselling strategies
Data-driven decision making
Salesforce proficiency
Customer journey mapping
Customer advocacy
Client onboarding
Account growth
Customer retention
Timeline
Senior Customer Success Manager
Amazon
06.2024 - Current
Senior Customer Success Manager
Reachdesk
06.2022 - 06.2024
Customer Success Manager
Doma
05.2021 - 05.2022
Customer Success Account Manager
Sendoso
07.2019 - 06.2020
Global Account Director
DoubleDutch
12.2016 - 07.2019
Bachelor of Arts - Communication, Business Administration
University of Arizona