Ryan Emmons
Customer Success Manager @Juniper Education
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WORK HISTORY
Customer Success Manager @Juniper Education
I am responsible for effective account management of existing customers ensuring maximum engagement whilst working with the growth team to identify and pass on any opportunities for upsell and cross sell. I quickly build rapport with Juniper customers and strengthen relationships throughout the customer life cycle. You will seamlessly adapt to the changing needs of our customers whilst meeting business requirements.I work closely with the Customer Growth and Support teams to ensure awareness of customer usage and activity.Key responsibilities and accountabilities:Build and maintain strong relationships with existing customers and develop a deep understanding of customer needs to improve health and maximise retention levels.Effectively and efficiently deal with existing customer contract queries to mitigate any risk of churn. Identify opportunities to generate new revenue from existing customers through regular contact.Manage the renewal and cancellation processes; proactively identifying ‘risk’ customers for early intervention and striving to ‘turn around’ customers who have cancelled.Play a major role in the smooth transition of customers from legacy products to the new core Juniper system.Be the ‘voice of the customer’ and provide feedback to product and delivery teams.Contribute ideas for improving processes and to enhance the customer experience as the division grows.Represent Juniper at conferences and events and at onsite meetings if required.
EDUCATION
University of Wolverhampton
Sociology & Politics
ABOUT RYAN EMMONS
Customer Success Manager at Juniper Education
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