Ryan Aloese
Brisbane,QLD
Summary
Having developed a rare and transferable skill set within sales, customer success and account management roles, I offer proficiency in growing professional networks, influencing decision-makers and devising successful strategies. I am a quick learner, can collaborate within a team and also work independently.
I am passionate about helping clients and mentoring team members achieving their business objectives by identifying key challenges, understanding workflows, and offering trusted solutions
Overview
21
21
years of professional experience
Work History
Account Manager APAC
Civil Survey Solutions
04.2003 - Current
- Manage Strategic accounts (Top 20)
- Identifying risk areas during customer life cycle
- Accountable for post-sale account management and driving account growth strategy with wider account team members
- Developed a customer segmentation strategy that allowed for targeted marketing campaigns and improved customer engagement
- Collaborated with cross-functional teams to ensure customer needs were met
- Retention management huge focus on retaining business resulting in achieving target rate at 97 percent in recent quarter
- Cross selling and up selling, identifying potential opportunities for training and implementation
- Established as trusted adviser identifying, creating, and promoting compelling insights related to area of expertise.
Customer Success Manager
Vinzero A2K Technologies
02.2022 - 04.2023
- Nurtured close relationships with key management sponsors within a select group of Enterprise and Named accounts (Top 200)
- Fostered customer trust by addressing concerns and needs using targeted problem-solving
- Collaborated with cross-functional teams to identify and resolve customer-related issues in a timely manner
- Worked closely with the consulting and support services teams from proposal through delivery, including identifying and ensuring delivery and adoption risks are managed.
Renewals Team Lead - Territory & Midmarket
Vinzero A2K Technologies
06.2021 - 02.2022
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Improved team productivity by implementing efficient project management strategies and streamlining communication channels.
Mid-Market Renewal Account Manager APAC
Vinzero A2K Technologies
01.2021 - 06.2021
- Established and maintained relationships with key clients, resulting in a renewal rate of over 90 percent
- Manage renewal lifecycle of customer accounts (+30k)
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
Onboarding Specialist (Secondment)
Vinzero A2K Technologies
01.2020 - 12.2020
- Streamlined the onboarding process for new users
- First point of contact post-sale ensuring clients have installed and activated license
- Also clarified any ongoing software/licensing needs
- Soft Audit of Software
- Organizing Lunch and Learn sessions with Internal and External stakeholders
- Offering Technical support as it pertains to Autodesk portal.
Customer Care Specialist
A2K Technologies
01.2019 - 12.2019
- Assisted customers with technical issues, resulting in a 3- percent reduction in help desk tickets
- Developed and maintained strong relationships with customers, resulting in a q+H increase in customer satisfaction
- Trained new customer service representatives on company policies and procedures, resulting in a +-H reduction in onboarding time
- Liaising with 636 and 63C customers via phone and email in a high-volume environment
- Updating customer records in our CRM Salesforce
- Inbound and Outbound calls.
Professional Development and Training Lead
A2K Technologies
01.2018 - 12.2018
- Inbound and Outbound calls
- From prospecting to closed sales, engaged customers to drive implementation of training of Software
Skills
- Account Management
- Coaching and Mentoring
- Revenue Generation
- Leadership
- Customer Relationship Management
- Communication and Negotiation
- Nurturing and Adoption
- Onboarding
- Cross-functional Collaboration
- Microsoft Office
References
References available upon request
Timeline
Customer Success Manager
Vinzero A2K Technologies
02.2022 - 04.2023
Renewals Team Lead - Territory & Midmarket
Vinzero A2K Technologies
06.2021 - 02.2022
Mid-Market Renewal Account Manager APAC
Vinzero A2K Technologies
01.2021 - 06.2021
Onboarding Specialist (Secondment)
Vinzero A2K Technologies
01.2020 - 12.2020
Customer Care Specialist
A2K Technologies
01.2019 - 12.2019
Professional Development and Training Lead
A2K Technologies
01.2018 - 12.2018
Account Manager APAC
Civil Survey Solutions
04.2003 - Current
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