Customer Success Manager — Nutrient | Aug 2025–Present Manage a 399-account portfolio (7 Enterprise, 117 High-Touch, 275 Low-Touch). Own onboarding, adoption, account health, and technical escalation across Nutrient SDKs, cloud document processing, and workflow automation products. Built AI-assisted reporting and outreach workflows using Claude, Gemini, and ChatGPT.
Customer Enablement & Adoption Manager — Sierra Interactive | May–Aug 2025 Launched onboarding programs that grew adoption 22% in 60 days; built journey maps that cut onboarding time 15%; reduced inbound tickets 12% using AI tooling.
Customer Experience Enablement Manager — Sierra Interactive | Jun 2024–May 2025 Raised SLA compliance from 87% to 95%; led a Knowledge Base migration that boosted article engagement 40%; authored 50+ SOPs using AI workflows, cutting content creation time 35%.
Senior Customer Support Manager — Sierra Interactive | Aug 2020–Jun 2024 Led a 20+ agent multi-tiered support team handling 10,000+ tickets/year; improved first contact resolution from 72% to 85%; got 3 customer-requested features onto the product roadmap.
Lead Platform Expert — Sierra Interactive | May 2018–Aug 2020 Delivered Tier 2/3 support for 1,500+ escalated cases/year; authored 200+ knowledge base articles; facilitated 50+ client webinars.
Creative Pro / Product Expert — Apple | Apr 2012–May 2018 Generated $1.6M+ in annual personal sales; trained customers and employees on Apple technology.
(Earlier roles — Humana, Coca-Cola — summarized briefly or left to the résumé PDF.)
Shyran Butts 