Ryan Helft
Director of Customer Success at Workato- Claim this Profile
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Topline Score
Bio
Credentials
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Automation Pro II Certification
WorkatoDec, 2021- Nov, 2024 -
Automation Pro I Certification
WorkatoOct, 2021- Nov, 2024 -
Motivating and Engaging Employees
LinkedInMay, 2018- Nov, 2024 -
The Data Scientist’s Toolbox
Coursera Verified CertificatesJun, 2015- Nov, 2024 -
Automation Pro III Certificate
WorkatoMar, 2023- Nov, 2024
Experience
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Workato
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United States
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Software Development
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700 & Above Employee
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Director of Customer Success
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Dec 2021 - Present
Lead the Embedded Customer Success team at Workato and work with our customers to help them accomplish their goals and grow their business with integrations and automations. During my time here the team has: * Delivered 124.6% Net Revenue Retention, totalling $27M in ARR * Increased the team by 40% and each person has onboarded successfully and is contributing positively to the organization * Established new Customer Success processes which have enabled us to operate more… Show more Lead the Embedded Customer Success team at Workato and work with our customers to help them accomplish their goals and grow their business with integrations and automations. During my time here the team has: * Delivered 124.6% Net Revenue Retention, totalling $27M in ARR * Increased the team by 40% and each person has onboarded successfully and is contributing positively to the organization * Established new Customer Success processes which have enabled us to operate more efficiently * Developed a culture based on integrity, collaboration, accountability and a growth mindset * Contributed back to Workato in a way that has helped the growth of the product and organization in a sustainable way Show less Lead the Embedded Customer Success team at Workato and work with our customers to help them accomplish their goals and grow their business with integrations and automations. During my time here the team has: * Delivered 124.6% Net Revenue Retention, totalling $27M in ARR * Increased the team by 40% and each person has onboarded successfully and is contributing positively to the organization * Established new Customer Success processes which have enabled us to operate more… Show more Lead the Embedded Customer Success team at Workato and work with our customers to help them accomplish their goals and grow their business with integrations and automations. During my time here the team has: * Delivered 124.6% Net Revenue Retention, totalling $27M in ARR * Increased the team by 40% and each person has onboarded successfully and is contributing positively to the organization * Established new Customer Success processes which have enabled us to operate more efficiently * Developed a culture based on integrity, collaboration, accountability and a growth mindset * Contributed back to Workato in a way that has helped the growth of the product and organization in a sustainable way Show less
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Birst
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United States
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Software Development
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1 - 100 Employee
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Manager, Customer Success (Team Lead)
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Mar 2020 - Dec 2021
Lead a team of Senior Customer Success Managers that direct strategic tier customers. Engage with customer senior executives and internal business leaders to make high-impact business improvements utilizing data analysis and Value Based Design processes. Recruit, hire, train, and mentor new CSMs to the team. Establish and maintain positive executive-level relationships with key customers. Foresee potential obstacles and capitalize on opportunities to grow net revenue retention… Show more Lead a team of Senior Customer Success Managers that direct strategic tier customers. Engage with customer senior executives and internal business leaders to make high-impact business improvements utilizing data analysis and Value Based Design processes. Recruit, hire, train, and mentor new CSMs to the team. Establish and maintain positive executive-level relationships with key customers. Foresee potential obstacles and capitalize on opportunities to grow net revenue retention, referenceability, and customer satisfaction. Team portfolio responsible for $25M of Annual Recurring Revenue.
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Sr. Customer Success Manager
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Jan 2019 - Mar 2020
• Oversight of largest and most strategic portfolio of customers • Leadership responsibilities for recruiting, training, and mentoring CSM team members • Executive level relationships with key customers • Forecast and deliver on expected net revenue retention, referenceability, and NPS objectives • Net revenue retention of 132% and gross customer churn of 4% during in 2020
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People.ai
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United States
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Software Development
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100 - 200 Employee
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Sr. Customer Success Leader
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Jun 2018 - Jan 2019
Responsible for Strategic tier of customers who use People.ai to optimize their Go to Market function by increasing productivity, providing 1:1 guidance, and identifying operational trends. • Establish success plans with executive sponsors and lead cross functional teams to achieve goals. • Instituted key processes in the customer journey to manage renewals, risk escalations, and product feedback. • Executed launch plans via communications, training, and go-live support; consistently… Show more Responsible for Strategic tier of customers who use People.ai to optimize their Go to Market function by increasing productivity, providing 1:1 guidance, and identifying operational trends. • Establish success plans with executive sponsors and lead cross functional teams to achieve goals. • Instituted key processes in the customer journey to manage renewals, risk escalations, and product feedback. • Executed launch plans via communications, training, and go-live support; consistently exceeded adoption targets. • Expanded relationships by delivering the value of advanced use cases and broadening reach to additional user groups. • Lead regular cadence of Executive Business Reviews to ensure alignment on objectives and drive growth with customers. • Advocate on behalf of customers to align desired enhancements with product roadmap and to resolve any open items. Show less Responsible for Strategic tier of customers who use People.ai to optimize their Go to Market function by increasing productivity, providing 1:1 guidance, and identifying operational trends. • Establish success plans with executive sponsors and lead cross functional teams to achieve goals. • Instituted key processes in the customer journey to manage renewals, risk escalations, and product feedback. • Executed launch plans via communications, training, and go-live support; consistently… Show more Responsible for Strategic tier of customers who use People.ai to optimize their Go to Market function by increasing productivity, providing 1:1 guidance, and identifying operational trends. • Establish success plans with executive sponsors and lead cross functional teams to achieve goals. • Instituted key processes in the customer journey to manage renewals, risk escalations, and product feedback. • Executed launch plans via communications, training, and go-live support; consistently exceeded adoption targets. • Expanded relationships by delivering the value of advanced use cases and broadening reach to additional user groups. • Lead regular cadence of Executive Business Reviews to ensure alignment on objectives and drive growth with customers. • Advocate on behalf of customers to align desired enhancements with product roadmap and to resolve any open items. Show less
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Birst
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United States
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Software Development
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1 - 100 Employee
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Sr. Customer Success Manager
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Oct 2015 - Jun 2018
Oversee a portfolio of OEM customers who embed Birst as their analytics solution. Advise customers on enablement, engagement, and Go-To-Market, strategies to ensure that they realize their goals with Birst. • Establish processes to create predictable results in education, delivery, customer engagement, and revenue growth • Guide customers through the Value Based Design process to facilitate data driven decision making • Drive adoption among senior executives, business, and… Show more Oversee a portfolio of OEM customers who embed Birst as their analytics solution. Advise customers on enablement, engagement, and Go-To-Market, strategies to ensure that they realize their goals with Birst. • Establish processes to create predictable results in education, delivery, customer engagement, and revenue growth • Guide customers through the Value Based Design process to facilitate data driven decision making • Drive adoption among senior executives, business, and technical users • Provide customer feedback to the product team and advocate for customers to ensure alignment with the product roadmap • Lead Birst education, consulting, and support resources to accomplish customer goals • Recruit new employees for the team, guide them through onboarding process and provide guidance throughout the development of their career. • Identify, forecast, and deliver on renewals and account growth opportunities • Achieved top rating for resolution of customer issues, customer references, and executive engagement • Grew portfolio by 80% within the first year • Worked with executives at Aetna, Trimble, Xerox, and other enterprise customers Show less Oversee a portfolio of OEM customers who embed Birst as their analytics solution. Advise customers on enablement, engagement, and Go-To-Market, strategies to ensure that they realize their goals with Birst. • Establish processes to create predictable results in education, delivery, customer engagement, and revenue growth • Guide customers through the Value Based Design process to facilitate data driven decision making • Drive adoption among senior executives, business, and… Show more Oversee a portfolio of OEM customers who embed Birst as their analytics solution. Advise customers on enablement, engagement, and Go-To-Market, strategies to ensure that they realize their goals with Birst. • Establish processes to create predictable results in education, delivery, customer engagement, and revenue growth • Guide customers through the Value Based Design process to facilitate data driven decision making • Drive adoption among senior executives, business, and technical users • Provide customer feedback to the product team and advocate for customers to ensure alignment with the product roadmap • Lead Birst education, consulting, and support resources to accomplish customer goals • Recruit new employees for the team, guide them through onboarding process and provide guidance throughout the development of their career. • Identify, forecast, and deliver on renewals and account growth opportunities • Achieved top rating for resolution of customer issues, customer references, and executive engagement • Grew portfolio by 80% within the first year • Worked with executives at Aetna, Trimble, Xerox, and other enterprise customers Show less
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eBay / PayPal
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San Jose, CA
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Sr. Manager, Portfolio Planning & Innovation
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Jan 2012 - Sep 2015
Portfolio planning and management responsibilities of strategic initiatives and products across eBay and PayPal business units • Established new operating model that aligned execution with strategic goals • Implemented portfolio and planning management processes with the goal of creating visibility into business performance and increasing agility of product development • Led implementation of enterprise wide software solution to automate and control management processes •… Show more Portfolio planning and management responsibilities of strategic initiatives and products across eBay and PayPal business units • Established new operating model that aligned execution with strategic goals • Implemented portfolio and planning management processes with the goal of creating visibility into business performance and increasing agility of product development • Led implementation of enterprise wide software solution to automate and control management processes • Modeled planning scenarios based on changes in market conditions and new strategic priorities; recommended resource allocations based on trade off analyses • Exceeded visibility goals by building product roadmaps across initiatives that could drill down to the project level • Exceeded product development agility goal by reducing time to re-plan work by 20% • Managed program that governs eBay and PayPal integrated work; achieved 100% of delivery KPIs • Executed elasticity of demand pricing study and clean up operational processes. Improvements delivered $17M in incremental profit annually • Tested flat pricing for PayPal. Responsible for software development, marketing and operations teams made up of 15 people • Team lead for four direct reports and numerous dotted line reports • Mentored BU leaders on driving innovation in their organizations; counseled teams focused on innovative ideas and coached them on pitching, execution and articulating business value Show less Portfolio planning and management responsibilities of strategic initiatives and products across eBay and PayPal business units • Established new operating model that aligned execution with strategic goals • Implemented portfolio and planning management processes with the goal of creating visibility into business performance and increasing agility of product development • Led implementation of enterprise wide software solution to automate and control management processes •… Show more Portfolio planning and management responsibilities of strategic initiatives and products across eBay and PayPal business units • Established new operating model that aligned execution with strategic goals • Implemented portfolio and planning management processes with the goal of creating visibility into business performance and increasing agility of product development • Led implementation of enterprise wide software solution to automate and control management processes • Modeled planning scenarios based on changes in market conditions and new strategic priorities; recommended resource allocations based on trade off analyses • Exceeded visibility goals by building product roadmaps across initiatives that could drill down to the project level • Exceeded product development agility goal by reducing time to re-plan work by 20% • Managed program that governs eBay and PayPal integrated work; achieved 100% of delivery KPIs • Executed elasticity of demand pricing study and clean up operational processes. Improvements delivered $17M in incremental profit annually • Tested flat pricing for PayPal. Responsible for software development, marketing and operations teams made up of 15 people • Team lead for four direct reports and numerous dotted line reports • Mentored BU leaders on driving innovation in their organizations; counseled teams focused on innovative ideas and coached them on pitching, execution and articulating business value Show less
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Spigit
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United States
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Software Development
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1 - 100 Employee
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Global Director - Customer Success
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Dec 2009 - Dec 2011
Responsible for driving customer success results for companies with unique strategic objectives. Developed collaborative social innovation programs across industries. • Mapped customer journey from pre-sales through implementation and adoption phases; defined executive and user experience, success metrics and moments of truth • Built scalable health scoring processes proactively identify issues and measure value earned • Established repeatable processes for collaboration based… Show more Responsible for driving customer success results for companies with unique strategic objectives. Developed collaborative social innovation programs across industries. • Mapped customer journey from pre-sales through implementation and adoption phases; defined executive and user experience, success metrics and moments of truth • Built scalable health scoring processes proactively identify issues and measure value earned • Established repeatable processes for collaboration based innovation solutions that were easily tailored to customer goals, culture and needs • Measured NPS at key inflection points across a wide range of customer roles • Created communication programs and reward and recognition systems to drive adoption and engagement • Designed strategic planning deliverables including innovation charters, governance models, innovation playbooks and decision support models • Created Center of Excellence model and resource plan deployable at business unit, functional or geographic levels • Led internal and client teams in designing and executing implementation plans • Team lead for three direct reports and multiple dotted line reports • Mentored executive leaders on establishing a foundation for success with innovation • Exceeded customer profitability goals by 15% and held churn rate below 4% annually • Configured Salesforce.com for executive reporting on weekly, monthly and quarterly activity • Worked with executives at Procter & Gamble, Visa, Coca-Cola, GE, PepsiCo and others Show less Responsible for driving customer success results for companies with unique strategic objectives. Developed collaborative social innovation programs across industries. • Mapped customer journey from pre-sales through implementation and adoption phases; defined executive and user experience, success metrics and moments of truth • Built scalable health scoring processes proactively identify issues and measure value earned • Established repeatable processes for collaboration based… Show more Responsible for driving customer success results for companies with unique strategic objectives. Developed collaborative social innovation programs across industries. • Mapped customer journey from pre-sales through implementation and adoption phases; defined executive and user experience, success metrics and moments of truth • Built scalable health scoring processes proactively identify issues and measure value earned • Established repeatable processes for collaboration based innovation solutions that were easily tailored to customer goals, culture and needs • Measured NPS at key inflection points across a wide range of customer roles • Created communication programs and reward and recognition systems to drive adoption and engagement • Designed strategic planning deliverables including innovation charters, governance models, innovation playbooks and decision support models • Created Center of Excellence model and resource plan deployable at business unit, functional or geographic levels • Led internal and client teams in designing and executing implementation plans • Team lead for three direct reports and multiple dotted line reports • Mentored executive leaders on establishing a foundation for success with innovation • Exceeded customer profitability goals by 15% and held churn rate below 4% annually • Configured Salesforce.com for executive reporting on weekly, monthly and quarterly activity • Worked with executives at Procter & Gamble, Visa, Coca-Cola, GE, PepsiCo and others Show less
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Accenture
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Ireland
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Business Consulting and Services
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700 & Above Employee
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Manager
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Jul 2005 - Nov 2009
Responsible for leading Accenture, client, and partner teams in selling, designing and implementing solutions that substantially improved the effectiveness of planning and management processes. • Established credibility with client executives by understanding business challenges, defining solution objectives, and managing delivery plans • Created firm's portfolio management methodology; implemented it across industries • Developed reusable process and technology assets to increase… Show more Responsible for leading Accenture, client, and partner teams in selling, designing and implementing solutions that substantially improved the effectiveness of planning and management processes. • Established credibility with client executives by understanding business challenges, defining solution objectives, and managing delivery plans • Created firm's portfolio management methodology; implemented it across industries • Developed reusable process and technology assets to increase margins, speed, and predictability of deployments • Sold multiple engagements and regularly managed delivery P&L within margin targets • Exceeded client engagement, adoption, and NPS goals on a consistent basis • Expanded client account activity and engagements on a regular basis • Sold over $10M of services, exceeding Sr. Manager goals in FY09 • Partnered with ISVs including HP and CA to deliver easily repeatable software solutions. • Transformed client operations to enable shift of operational expenses to strategic initiatives; for one Fortune 200 client, efforts led to 10% reduction of operating expenses in a $750M budget which enabled self funding of key strategic projects • Provided day to day direction for individual contributors and coached them to assure success with their clients; five direct reports were promoted to the next level • Led project teams of up to 30 people both on site and in off shore locations • Rated in the firm’s top quartile of leaders globally • Worked with executives at eBay, PG&E, Cisco, NewPage and others Show less Responsible for leading Accenture, client, and partner teams in selling, designing and implementing solutions that substantially improved the effectiveness of planning and management processes. • Established credibility with client executives by understanding business challenges, defining solution objectives, and managing delivery plans • Created firm's portfolio management methodology; implemented it across industries • Developed reusable process and technology assets to increase… Show more Responsible for leading Accenture, client, and partner teams in selling, designing and implementing solutions that substantially improved the effectiveness of planning and management processes. • Established credibility with client executives by understanding business challenges, defining solution objectives, and managing delivery plans • Created firm's portfolio management methodology; implemented it across industries • Developed reusable process and technology assets to increase margins, speed, and predictability of deployments • Sold multiple engagements and regularly managed delivery P&L within margin targets • Exceeded client engagement, adoption, and NPS goals on a consistent basis • Expanded client account activity and engagements on a regular basis • Sold over $10M of services, exceeding Sr. Manager goals in FY09 • Partnered with ISVs including HP and CA to deliver easily repeatable software solutions. • Transformed client operations to enable shift of operational expenses to strategic initiatives; for one Fortune 200 client, efforts led to 10% reduction of operating expenses in a $750M budget which enabled self funding of key strategic projects • Provided day to day direction for individual contributors and coached them to assure success with their clients; five direct reports were promoted to the next level • Led project teams of up to 30 people both on site and in off shore locations • Rated in the firm’s top quartile of leaders globally • Worked with executives at eBay, PG&E, Cisco, NewPage and others Show less
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FocusFrame
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IT Services and IT Consulting
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1 - 100 Employee
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Manager
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Dec 2002 - Jul 2005
Led internal and partner organizations in selling and implementing productized software and services solutions. • Designed channel strategies and developed relationships with strategic partners • Productized performance testing solution that guaranteed results for a fixed fee; partnered with Siebel sales organization to deliver in European market • Partnered with Mercury Interactive to co-market automated testing services and software; managed delivery resources with expertise in… Show more Led internal and partner organizations in selling and implementing productized software and services solutions. • Designed channel strategies and developed relationships with strategic partners • Productized performance testing solution that guaranteed results for a fixed fee; partnered with Siebel sales organization to deliver in European market • Partnered with Mercury Interactive to co-market automated testing services and software; managed delivery resources with expertise in automated testing of enterprise software systems • Co-marketed component based method for automated functional and regression testing of Oracle ERP systems with Deloitte • Managed sales and resource pipelines with all partner organizations • Led pursuit of co-selling opportunities with partners from the customization of value propositions through the closure of new sales; exceeded revenue goals by 150% • Developed sales training and marketing collateral to take partner solutions to market • Used Learning Management Systems to get delivery resources trained and certified quickly • Managed sales operations and configured Salesforce.com solution to engage team and manage activities; results included improved sales forecasting and more consistent quota achievement • Reported on resource availability and tied that with sales forecast to determine ability to deliver on new opportunities • Established portfolio management practice and introduced concept to clients • Provided day to day direction for three direct reports and guided them through partnership, sales and technical delivery responsibilities Show less Led internal and partner organizations in selling and implementing productized software and services solutions. • Designed channel strategies and developed relationships with strategic partners • Productized performance testing solution that guaranteed results for a fixed fee; partnered with Siebel sales organization to deliver in European market • Partnered with Mercury Interactive to co-market automated testing services and software; managed delivery resources with expertise in… Show more Led internal and partner organizations in selling and implementing productized software and services solutions. • Designed channel strategies and developed relationships with strategic partners • Productized performance testing solution that guaranteed results for a fixed fee; partnered with Siebel sales organization to deliver in European market • Partnered with Mercury Interactive to co-market automated testing services and software; managed delivery resources with expertise in automated testing of enterprise software systems • Co-marketed component based method for automated functional and regression testing of Oracle ERP systems with Deloitte • Managed sales and resource pipelines with all partner organizations • Led pursuit of co-selling opportunities with partners from the customization of value propositions through the closure of new sales; exceeded revenue goals by 150% • Developed sales training and marketing collateral to take partner solutions to market • Used Learning Management Systems to get delivery resources trained and certified quickly • Managed sales operations and configured Salesforce.com solution to engage team and manage activities; results included improved sales forecasting and more consistent quota achievement • Reported on resource availability and tied that with sales forecast to determine ability to deliver on new opportunities • Established portfolio management practice and introduced concept to clients • Provided day to day direction for three direct reports and guided them through partnership, sales and technical delivery responsibilities Show less
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Education
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University of Southern California - Marshall School of Business
MBA -
Kenyon College
BA
Community
