Russell Wall | Customer Success Manager

Utah State University | Master’s Degree Learning Technology and Instructional Design | 2012-2014

BYU – Idaho | Bachelor’s Degree Communications | 2008 - 2010 

Spryos Inc | St. George, UT Aug 2013 - Present

Customer Success Manager May 2022 - Present

• Engage in strategic planning with the company founder to identity business development opportunities specific to client retention, relationship management, and customer success

• Evaluate and balance employee and team workloads; simultaneously tracking client accounts and project statuses

• Resolve and deescalate client concerns and ensure satisfaction through increased effective communication

• Train, test and oversee junior staff output along with any client engagements

• Conduct weekly standup meetings with cross-functional team members assessing status of client deliverables and timelines

Senior Instructional Designer       Aug 2021 - May 2022

• Coach and collaborate with junior team members to design and test learning solutions

• Collect and implement client feedback; improving client relationship and ensuing customer success

Project Manager     Oct 2019 - Aug 2021

• Use strategic planning to prioritize projects and assess future client needs.

• Collect and implement client feedback; manage the relationship and associated expectations

• Run quality assurance tests on learning solution deliverables

Instructional Designer     May 2015 - Oct 2019

• Design and develop highly interactive and engaging learning solutions including; Infographics, Augmented Reality and Virtual Reality solutions, eLearning Curricula, Software Simulations, Scenario-based Learning, Micro Learning Modules, Podcasts and Learning Games

• Integrate xAPI and JavaScript technologies to augment the learner engagement and provide granulater reporting options

• Assist in a leaderboard integration using xAPI and JQuery

• Engage with subject matter expert in content development by extracting expert knowledge and distilling and simplifying the content for learners to understand and process without experiencing cognitive overload

Customer Support & Authoring Support Specialist       August 2013 - Oct 2019

• Troubleshoot LMS issues, improving customer satisfaction by de-escalating learner concerns through effective communication skills.

• Assist clients with onboarding proprietary SaaS tools, ensuring seamless publishing and usage.

KIDK-TV Channel 3  | Idaho Falls, ID May 2009 - Mar 2010

Online Promotions Specialist     Jul 2009 - Mar 2010 

• Customizing online contests, writing content and designing advertisement using Adobe Photoshop

• Managing the HTML and JavaScript used for the banner advertisements

Assistant Account Executive – Intern     May 2009 - Jul 2009

• Pioneering and selling Channel 3 Eyewitness News’ Online Marketing Services to clientele

• Using Wide Orbit and Ad Connection to gather demographic data in order to design commercial packages

• Executing the branding and production of KXPI, a new television station, with advertising agency

• Organizing and executing multiple tasks for five account executives in a timely manner

Alloy Advertising & Public Relations Agency (aka Soapbox Agency) | Rexburg, ID Sep 2008 - Apr 2009

Advertising Project Manager     Jan 2009 - Apr 2009

• Post-merger of Alloy Advertising Agency with a public relations agency resulted in the amalgamation of three leadership roles (Creative Director, Account Manager, and Trafficking & Production Manager) into Advertising Project Manager

• Supervising account executives; ensuring effective communication with clients, and directing project management

• Managing agency trafficking by using Basecamp; a management software, to organize, maintain and complete multiple projects on time and within budget

• Directing the creative process; ensuring advertisements follow design principles and are within scope

Traffic & Production Manager     Sep 2008 - Jan 2009

• Managing contracts, client contact reports, approval forms, and time sheets

• Directing production process; ensuring deadlines are met in a timely manner and are satisfying the needs of our clients

Civil Air Patrol | 2nd Lieutenant | Saint George Composite Squadron | Jan 2024 - Present 

Duties:

• Leadership Officer

• Cyber Education Officer

• Aerospace Education Officer

The Church of Jesus Christ of Latter-day Saints | Denver, CO | March 2011 - Oct 2012 

Full-time Missionary

• Working 90 hours a week in the Colorado Denver North Mission

• Supervising and overseeing the training of seven other missionaries as a District Leader for eight months

• Training a new missionary in all aspects of the work; door-to-door contacting, street contacting, teaching, and more

AI Prompt Engineering  ▪  Articulate 360  ▪  Adobe Photoshop  ▪  TechSmith Camtasia  ▪  TechSmith Snagit  ▪  Audacity  ▪  FFMPEG  ▪ OpenAI Whisper ▪  Adobe Dreamweaver   ▪  Experience API (xAPI)  ▪  HTML  ▪  JavaScript  ▪  Microsoft 365  ▪  Saba Cloud LMS  ▪  Docebo LMS  ▪  Basecamp CMS 

Customer Success  ▪  Client Retention  ▪  Relationship Management  ▪  Customer Satisfaction (CSAT)  ▪  Strategic Planning  ▪  Customer Lifecycle Management  ▪  Account Management  ▪  Customer Advocacy  ▪  Metrics/Data Analysis  ▪  Team Collaboration  ▪  Problem-Solving  ▪ Communication Skills