Reid Allen

Experience

• 

  Meetingmax

  Oct 2017 - Oct 2019

  • Built and maintained positive and productive working relationships with clients to understand their business needs and goals while using the system• Serve as the primary point of contact for clients and to be readily available to address concerns or answer questions• Developed a comprehensively deep understanding of the company's product to communicate its value to clients and frame solutions for all their business needs• Negotiated upsell opportunities with clients to access additional features• Monitor and analyze client's usage of system and its features to identify trends and opportunities for growth• Liaised between clients and development team, advocated for high ROI feature implementations and bug fixes based on their needs Show less • Resolved high volume of customer inquiries and provided "Ridiculously Remarkable Support" to customers of varying technical comprehension, maintained a 95% customer satisfaction rate, and reduced escalated tickets by 18%• Demonstrated exceptional critical thinking skills while troubleshooting complex bugs, determining root cause of undesirable behaviour• Demonstrated strong technical writing skills while producing Jira tickets for development team for bugs and other system improvements• Led the development implementation of the first Client Knowledge Base and Training Certification Programs, used as the database and the resource for troubleshooting by all customers, resulting in a 70% reduction in repeated customer complaints• Conducted comprehensive live training with newly onboarded clients to facilitate rapid adoption of system features, led similar product demonstrations alongside sales team to indicate system capabilities Show less

  • Client Success Specialist

    Sept 2019 - Oct 2019

  • Technical Support Lead

    Oct 2017 - Oct 2019
• 

  Farmboy

  Oct 2019 - May 2023

  Account Project Manager

  • Successfully managed the project scope and budget of 120+ large-scale fine arts projects with high budgets resulting in 94% success rate• Demonstrated exceptional relationship-building skills, successfully nurturing and maintaining strong relationships with customers, resulting in over 80% customer retention rate• Conducted regular meetings with stakeholders to provide updates, and to proactively ensure all client needs and concerns are being addressed early, resulting in a 93% customer satisfaction rate• Effectively navigated complex vendor dynamics, cultivating positive and professional working relationships among competing vendors to achieve project success• Facilitated the RFQ process by sourcing quotes from multiple vendors, negotiating those product costs to achieve higher net profit margins, and providing value engineering to maximize customer budgets Show less

• 

  Eligeo

  May 2023 - now

  • Drove successful adoption of leading platforms like Monday.com, Creatio, SugarCRM, and Make.com, exceeding client expectations and delivering impactful business solutions.• Collaborated with cross-functional teams and stakeholders to elicit, analyze, and document complex business requirements, translating them into actionable solutions that optimized workflows and maximized operational efficiency.• Created clear and concise solution documentation, including technical specifications and user stories, facilitating seamless collaboration with development and product teams to ensure timely project delivery.• Successfully positioned solutions through compelling demonstrations, technical evaluations, and persuasive proposals, contributing to substantial revenue growth and new client acquisition.• Expertly managed project scope, timelines, and resources, utilizing agile methodologies to deliver projects on time and within budget while proactively identifying and mitigating potential risks.• Promoted to Solutions Consultant in recognition of exceptional performance and consistent success in delivering complex implementation projects. Show less • Managed and executed complex implementation projects, ensuring on-time delivery and accurate execution of tasks within scope and budget, laying the foundation for successful client onboarding and adoption.• Developed deep product expertise across a wide range of platforms, achieving certifications and enabling effective solution delivery for diverse client needs, contributing to the company's reputation for technical excellence.• Collaborated effectively with Solutions Consultants, developers, and clients to ensure seamless project communication, coordination, and on-time delivery, fostering a collaborative and results-oriented environment.• Led client-facing project kickoff meetings, effectively setting expectations, establishing clear communication channels, and fostering strong client relationships that contributed to high levels of client satisfaction.• Developed and delivered comprehensive training programs for clients, empowering users to effectively leverage new solutions and maximize their return on investment, ensuring long-term success and platform adoption.• Supported Solutions Consultants in pre-sales activities, providing technical expertise, estimations, and solution recommendations to contribute to successful proposal development and client acquisition, demonstrating a proactive approach to business development. Show less

  • Solutions Consultant

    May 2024 - now

  • Implementation Manager

    May 2023 - May 2024