Dmitriy Dryagin

About Dmitriy Dryagin

Hi, my name is Dmitriy!I am an outcome-driven, high-tech Customer Success Team Lead and Technical Account Manager recognized for 11+ years of competitive and broad-based experience primarily across the technology, health care, and entertainment sectors with commensurate military leadership experience repairing airplanes and leading teams as a Staff Sergeant.I am based in the Brooklyn, NY area where I hold a proven track record of shaping and transforming the future of onboarding, training, and account engagement best practices that accelerate client adoption and amplify business goal attainment.I hold a Master of Management in Project Management, Bachelor of Science in Technical Management, I am fluent in English and Russian, and I have been commended by senior executive leadership at multiple organizations for exemplary performance and critical business contributions.I am fully proficient in Salesforce, Gainsight, Zoho CRM, OTRS, Pipedrive, Adobe CS Suite, Microsoft Office Suite, graphic design, web design, 3D graphics, and more that I leverage to steer teams across the entire organization to manage productivity and achieve performance targets, including gross revenue retention, net revenue retention, churn, CSQLs, and NPS.Key Skills: Customer Success Management | Technical Account Management | Account Management | B2B | Client Relationship Management | Client Relationships | Client Service | Consultations | Consulting | Contract Management | Contract Negotiations | Cross-sell | Customer Advocacy | Customer Experience | Ensure Customer Satisfaction | Launching New Technology Products and Services | P&L Ownership | Strategic Planning | Collaboration | Customer Relations | Team Leadership | Initiative Management | Coaching & Consulting Senior Level Leaders | Application Performance Management (APM)| Industry Trends | Client Portfolio Management | Organizational Design | Navigating Ambiguity | Customer Orientation | Product Adoption | SaaS | Sales | Upsell | Customer Retention | Customer Engagement | Customer Insights | Resolve Customer Issues | Data Analytics | Implement Best Practices | Key Performance Indicators | Marketing | Data Analysis | R&D | Workflows | SQL | AI I look forward to connecting with you here on LinkedIn or at d•••••••@gmail.com

Experience

1. Director of Customer Operations

   Genuin

   Sep 2024 — Present · New York, NY, US

   Own the entire post-sales function, from integration to account growth.• Successfully onboard customers to the platform, including training and demos.• Focus on driving customer satisfaction and upselling new systems.• Collaborate with other departments to identify opportunities to improve the customer experience.• Develop and maintain strong customer relationships, enabling platform adoption and growth.• Continuously improve processes and procedures to ensure the highest level of customer satisfaction.• Own and manage customer escalation situations at a senior level.• Identify and provide feedback on customer demands and capability gaps.• Translate customer needs and objectives into product initiatives, collaborating with the product team to implement them.• Proactively identify opportunities to expand or improve product offerings.• Designed and implemented a comprehensive project management plan, organizing tasks for customers and internal teams, ensuring full visibility across the company, and maintaining proper documentation to track ETAs and progress.• Trained the development team on project management software to streamline operations and enhance collaboration between internal and external teams.• Reviewed and revamped the company\'s knowledge base to improve usability and content accuracy, enabling better access to information for both customers and employees.• Produced training videos to educate customers on platform tools and assets, enhancing user adoption and product understanding.• Created training resources for onboarding new hires and training developers on advanced features and best practices of the software, ensuring consistent knowledge transfer and skill development.

Education

• Academy of Design and Technology

  Bachelors of Fine Arts, Game Production

  2010 — 2012

• DeVry University

  Bachelor of Science, Technical Management

  2008 — 2009

• The Leon M. Goldstein High School for the Sciences

  High school diploma, High School/Secondary Diplomas and Certificates

  2000 — 2004

• Community College of the Air Force

  Associate in applied science, Avionic Systems

  2004 — 2006

• Keller Graduate School of Management of DeVry University

  Master of Management in Project Management, Project Management

  2009 — 2010

• Savannah College of Art and Design

  Master of Fine Arts (MFA), Interactive Design and Game Development

  2013 — 2014