Dylan Fry

Experience

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  Texas Rangers Baseball Club

  Mar 2012 - Mar 2016

  Customer Service Representative/Tour Guide/Ticket Office Representative

  · Assisted to ensure a memorable guest experience, welcomed guests to the stadium, scanned tickets for park entry, and monitored crowd behavior to prevent interruptions.· Assisted guests with the purchase of tickets while accurately handling cash and credit card transactions.

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  Upward Bound Math & Science

  Jun 2012 - Jun 2015

  Assistant/Resident Advisor

  · Delivered academic support services to Upward Bound Math & Science students statewide in Texas.· Helped students with various tasks including financial aid, scholarship applications, college admissions, and ACT/SAT test applications.· Assisted in student recruitment through application screenings and conducting phone interviews.· Organized Annual Enrichment Trips, Talent Shows, Banquets, and other program events.

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  Goodyear Cotton Bowl Classic

  Jan 2014 - Jan 2014

  Video Production Intern

  A week long internship consisting of filming and editing footage from various events throughout the week to produce fan-friendly videos for the official Cotton Bowl YouTube page.

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  105.3 The Fan

  Oct 2014 - May 2015

  Production Intern

  · Collaborated with producers and on-air talent, contributing creative ideas for show segments to enhance the overall program quality.· Organized audio files for present and future shows, ensuring seamless and efficient production workflows.· Produced nightly pre-recorded radio shows, actively contributing to content creation and delivery.

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  Round Rock Express

  Mar 2016 - Oct 2016

  Ticket Office Assistant

  · Managed ticket requests and inquiries efficiently across multiple platforms including phone, email, live chat, social media, and account management, ensuring excellent customer service.· Executed mass ticket distribution using diverse spreadsheets and databases, handling both shipment logistics and on-site purchases, ensuring accurate inventory management.· Contributed to product renewals, client retention efforts, facilitated credential requests, and collaborated on marketing strategies, enhancing customer engagement and satisfaction.· Played an integral role in coordinating special events, providing valuable support and contributing to the seamless execution of diverse event initiatives. Show less

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  Entercom Austin

  Sept 2016 - Jun 2018

  Producer

  · Proficiently operated control boards for studios and remote programming.· Managed both pre and post-production responsibilities, including audio editing and overseeing website and social media content.· Organized and executed press releases and news articles.· Successfully developed positive working relationships with client media representatives.

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  TicketCity

  Dec 2016 - Jul 2017

  Client Relations Specialist

  · Managed order placements and efficiently resolved issues to ensure smooth transaction processes.· Orchestrated multitasking activities, engaging in vendor and client communications across various channels like phone, email, social media, and live chat, delivering effective client support.· Demonstrated adeptness in navigating multiple sales, ticketing, fraud detection, and other web-based software systems to streamline operations and elevate client interactions.· Contributed valuable insights and ideas that shaped projects focusing on website enhancements, marketing strategies, and initiatives geared towards boosting client retention. Show less

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  Austin Radio Network - Genuine Austin Radio Broadcasting

  Feb 2018 - Mar 2020

  Producer

  · Operated control board for studios, live sports broadcasts, and remote programming.· Ensured technical quality and accuracy of on-air programming from the master control room.· Supported off-air commercial production and managed music dubbing to hard disk and automation computers.·Managed interview bookings for specific live shows and spearheaded social media strategies and campaigns, tailoring content for various channels and audiences.·Monitored social media interactions, engaging with followers as needed, and co-hosted high school football coverage in the local area.· Executive Producer for The Deep Dive Podcast Series with Monte Williams· Co-host of "Into The Fryer" and "The Fry and The Guy Show" Show less

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  Watermark

  Dec 2018 - Dec 2023

  · Managed 190+ accounts with 360+ client relationships worth $3.5 million in annual recurring revenue.· Collaborated closely with clients to drive platform adoption and ensure alignment with their goals and objectives within Watermark's platforms.· Orchestrated action plans and coordinated internal resources to proactively address and meet client needs effectively.· Cultivated and nurtured strong, trusted relationships with key stakeholders across client organizations.· Collaborated closely with the Sales team to identify and capitalize on cross and upsell opportunities to drive account expansion.· Proactively identified and analyzed potential risks within client accounts, developing and implementing effective resolution strategies.· Escalated critical client risks to internal teams or leadership when necessary, ensuring prompt and efficient resolution.· Methodically documented client information, activities, and interactions meticulously within Salesforce CRM for transparent and organized record-keeping.· Spearheaded the Marketing Pod within the team, leading the successful relaunch of the Net Promoter Score (NPS) survey process. Also, focused on developing client newsletters, devising effective client outreach strategies, and fostering team-building activities. Show less · Achieved an average ticket closure rate of 94% with an average resolution time of 30 minutes. · Provided exceptional telephone and email-based software support to Watermark's diverse clientele, ensuring swift and effective issue resolution.· Proficiently troubleshooted technical queries and challenges, offering comprehensive solutions and guidance to clients.· Maintained meticulous and up-to-date records of client interactions, ensuring accurate documentation of issues and solutions for future reference.· Demonstrated self-reliance in managing client requests and contributed proactively to internal projects, ensuring smooth operational flow.· Cultivated an in-depth, expert-level understanding of Watermark's suite of products, allowing for comprehensive and effective client assistance.· Produced comprehensive and user-friendly help center videos, facilitating client understanding and usage of Watermark's software solutions. Show less

  • Client Success Manager

    Apr 2022 - Dec 2023

  • Client Support Specialist

    Dec 2018 - Apr 2022
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  4 The Guy Foundation

  Nov 2019 - now

  Executive Director

  · Collaborates with board members to define and execute the nonprofit's mission, overseeing its evolution from establishment to operational phases.· Strategically developed and diversified fiscal resources, ensuring the financial stability and sustainability of the organization.· Directs and supervises the day-to-day operations of all social media accounts, marketing initiatives, and communication strategies, ensuring consistency and alignment with organizational goals.· Acts as the primary spokesperson and representative for the nonprofit, effectively communicating with various stakeholders, including constituents, the media, and the general public.· Develops and implements fundraising strategies, cultivating relationships with donors, sponsors, and philanthropic organizations to secure necessary funding and support.· Leads the team in strategic planning, setting organizational goals, and monitoring progress towards achieving objectives.· Conducts regular assessments and evaluations of programs and initiatives, leveraging findings to drive continuous improvement and maximize impact. Show less

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  Invicti

  Mar 2024 - now

  Customer Success Manager, SMB

  · Professionally manage customer relationships with a portfolio of assigned SMB accounts.· Meet and exceed customer retention goals and ensure consistently high retention rates.· Build and maintain strong, trusted working relationships with key decision-makers and power users starting from onboarding and throughout the customer lifecycle.· Gain a thorough understanding of assigned customer’s needs, security objectives, and processes to ensure that they successfully adopt and deploy our products.· Ensure that customers derive maximum value from our products and collaborate with the sales team to help upsell additional services, integrations, and features.· Identify risks to customer success and aggressively/proactively engage the customer whenever there’s an identified retention issue.· Develop and execute retention plans for customers who may be at risk.· Drive resolution of escalated account issues in coordination with Billing, Support, and other departments.· Gain and maintain expert knowledge of our products and services.Be a voice for accounts internally and help senior leadership understand product concerns, shortcomings, and missing features that are retention risks.Manage contract-related inquiries, questions, and issues from customers and other departments. Show less