Dylan Gray
Lakewood
Summary
Versatile Managing Director with proven abilities across all levels of organizational management. Talented in developing partnerships, overseeing personnel and developing tactical plans to meet strategic goals. Proven leader with significant background in SaaS.
Overview
4
4
years of professional experience
Work History
Director Of Operations
Starlight Software Solutions
01.2024 - Current
- Company Overview: (ERP software)
- Directed five core operational areas—Implementation, Training, Customer Support, Business Analytics, and Customer Success—ensuring seamless integration and customer-centric service delivery.
- Built and maintained a forward-looking operational roadmap that balanced immediate business needs with long-term growth and customer retention strategies.
- Conducted in-depth analysis of departmental data to extract meaningful insights and create performance dashboards that improved operational visibility.
- Managed a portfolio of strategic accounts while applying deep industry expertise to influence key stakeholders and strengthen competitive market positioning.
- Applied expertise across key SaaS platforms including CRM systems, project management tools, ticketing and bug tracking software, remote support solutions, team collaboration platforms, cloud storage systems, and HCM applications.
Customer Success Manager
Starlight Software Solutions
11.2022 - 01.2024
- Company Overview: (ERP software)
- Led cross-departmental collaboration with sales and implementation teams to orchestrate the migration of over 50 enterprise clients from legacy infrastructure to cloud-based solutions in one year.
- Leveraged customer data to drive product enhancements and steer customer focused development.
- Created SLA’s and best practices for support and reporting departments which improved response times and customer satisfaction by more than 25%.
- Developed comprehensive customer communications including training materials, release notes, and marketing content, ensuring consistent messaging reached all active accounts.
- Created structured onboarding programs and training resources that reduced new hire ramp-up time by 50% and improved [retention/satisfaction] rates.
- Sustained annual churn rates below 1% through dedicated relationship management and proactive customer success initiatives.
Senior Business Consultant
American Truck Business Services
08.2021 - 11.2022
- Company Overview: (ATBS)
- Participated in candidate screening and interview processes for new hires, then developed and delivered comprehensive training programs for Business Consultants while creating and maintaining training materials, process documentation, and software systems.
- Performed detailed expense analysis for client accounts and delivered comprehensive year-end reconciliation services, including tax document preparation and regulatory compliance support.
- Maintained direct responsibility for a portfolio of 500+ clients, providing dedicated account management and support.
- Review profit and loss statements and take an analytical approach to growing the client's business. Created budgets and profit plans and reviewed these documents with clients.
- Translated complex tax and business concepts into clear, actionable guidance for transportation industry clients, from first-time business owners to seasoned entrepreneurs.
Education
Bachelor of Arts - History
Edgewood College
05.2021
Skills
- Strategic planning and execution
- Leadership training
- Operations oversight
- Process improvements
- Customer retention
- Interpersonal communication
Timeline
Director Of Operations
Starlight Software Solutions
01.2024 - Current
Customer Success Manager
Starlight Software Solutions
11.2022 - 01.2024
Senior Business Consultant
American Truck Business Services
08.2021 - 11.2022
Bachelor of Arts - History
Edgewood College
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