Ryan Martinez
About
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Customer Success Specialist with experience in SaaS
Utah, United States
Résumé
Jobs
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Customer Success SpecialistMarketStarFeb 2024 - Current (2 years 6 months)- Work directly with Account Executives to create a path to success for customers that involves creating workflows, analyzing current processes, and enabling teams with tailored trainings. - Assist churn, stuck, and trial customers with Asana by expanding their usage and knowledge. - Provide face-to-face meetings over Google Meet to review pain points and obstacles. - After reviewing, a plan is made and implemented to fix workflows and processes to ensure the user is enabled to use Asana to the fullest and with success. - Additionally, maintain detailed records of each customer interaction and use case in Salesforce, ensuring that notes are kept up to date throughout the engagement period to reflect discussions and the specifics of the- ISenior Sales Development RepresentativeInbound Case RepFeb 2020 - Feb 2024 (4 years 1 month)- Daily tasks include sequencing leads via Outreach/Salesforce to applicable sequences and calling customers with trial starts to identify potential sales opportunities. - If possible, I align customers with an Account Executive for further sales discussions regarding team use, needs, and options for demos. - Served as the team leader in FY22 (2021), achieving the highest revenue at 18 million. - Responsible for assisting new hires in learning chat processes and data entry, coaching them to transition from ramping to contributing to team goals. - Utilized Microsoft 365 tools, including Teams, Outlook, and Calendar, to maintain open communication with customers and Account Executives, ensuring that customer needs and sales opportunities
- RCustom Watch DesignerRM WatchesDec 2019 - Current (6 years 8 months)Custom watch builder/designer. Specializing in automatic NH movements.
- Enterprise Sales ExecutiveAsanaNov 2019 - Feb 2020 (4 months)As an Enterprise Sales Executive, I was responsible for driving sales growth by engaging with C-level executives to expand the usage of Asana within their organizations. I managed the entire sales cycle, from prospecting to closing deals, while ensuring a high level of customer satisfaction. Additionally, I provided support to current customers, addressing inquiries directly or escalating them to the appropriate teams as needed. My communication with clients was primarily conducted via email, which facilitated effective outreach and relationship building, ultimately contributing to the overall success of the sales strategy. I utilized my typing skills to create customer account-based sequences and tailor emails specifically for C-level empl
- BBusiness GuideFeb 2019 - Nov 2019 (10 months)As a Business Guide, I was responsible for providing expert guidance to customers, assisting them with their purchasing decisions and ensuring they received the support they needed. My role involved direct communication with customers primarily through email, where I addressed their inquiries and facilitated their understanding of our products. Additionally, I often scheduled follow-up calls to explore their specific use cases and needs, identifying opportunities for upgrades and enhancing their overall experience with our services.
- Customer Retail MerchandiserACOSTAApr 2018 - Feb 2019 (11 months)Ensured various products and displays were fully stocked, available, and up to compliance with vendor contract. Worked with department managers to increase sales and provided feedback to client regarding status of product, sales, and displays. Had numerous duties/jobs at Crossmark, which included retail merchandiser, nutrition consultant, and inbound chat representative. Worked with Glidden paint in Walmart paint departments, and Hill's Science Diet Pet Food in Petsmart/Petco.
- MerchandiserCROSSMARKMay 2015 - Apr 2018 (3 years)As a Merchandiser, I was responsible for developing and implementing effective merchandising strategies to enhance product visibility and drive sales. This included analyzing market trends and consumer behavior to optimize product placement and inventory management. Additionally, I engaged with customers directly in stores, conducting product demonstrations, distributing coupons, and addressing product-related inquiries to ensure a positive shopping experience. My role also involved assisting customers in finding the right products to meet their needs, thereby fostering customer loyalty and satisfaction.
- BCustomer Service RepresentativeBlack Turtle ServicesOct 2014 - Apr 2015 (7 months)Was an inbound customer service representative and helped callers answer questions about the Affordable Care Act (ACA). Also did health insurance applications over the phone and provided customers with health insurance options. Provided limited information over inbound chat and acted as resource for basic questions.
- BCustomer Service RepresentativeBlack Turtle ServicesSep 2013 - Apr 2014 (8 months)As an inbound Customer Service Representative, I assisted callers with inquiries regarding the Affordable Care Act (ACA), guiding them through the complexities of health insurance options. I efficiently processed health insurance applications over the phone, ensuring a smooth experience for customers. Additionally, I provided limited information through inbound chat, serving as a resource for basic questions. My typing skills were essential in accurately documenting customer interactions and filling out insurance applications, as well as in my role as a chat representative, where I addressed general inquiries effectively.
Education
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- Bachelor of Sports ManagementSouthern New Hampshire UniversityJan 2015 - Jan 2017 (2 years 1 month)
- Associate of Arts - AABarstow Community CollegeJan 2008 - Jan 2012 (4 years 1 month)