Ian J. Garrett
About Ian J. Garrett
Ian J. Garrett serves as the Senior Customer Success Manager at Onit, focusing on client workflow and operations for Document and Matter Management software. With extensive experience in customer success and client management across various industries, he has worked with notable clients such as FedEx and McDonald's.
Current Role at Onit
Ian J. Garrett serves as the Senior Customer Success Manager at Onit, focusing on North America, Latin America, and EMEA regions. He has held this position since 2019, where he manages client workflow and operations lifecycle, emphasizing adoption, expansion, and retention for Document and Matter Management software. Garrett plays a key role in integrating Customer Success into existing and new internal processes, acting as a Brand Ambassador for the organization.
Previous Work Experience
Garrett has a diverse background in customer success and media. He worked at Verizon Connect as a Senior Enterprise Client Success Manager from 2014 to 2019. Prior to that, he held positions at Advantage Solutions, The Media Communications Group, BMP Radio, CBS Radio, and iHeartMedia, accumulating extensive experience in client management, production, and programming. His early career included a role as Assistant Program Director at WZND Radio during 1998-1999.
Education and Expertise
Ian J. Garrett earned a Bachelor of Science degree in Political Science with a minor in Mass Communication from Illinois State University, where he studied from 1997 to 2001. He is currently pursuing Onit Aptitude Developer certifications to enhance his technical expertise. His educational background supports his strategic approach to custom work opportunities through SaaS workflows and business integrations.
Client Management and Achievements
Garrett has managed a range of notable clients, including Air Canada, Allianz, Cargill, and FedEx, among others. He co-led the establishment of the Client Success Organization at Onit and develops internal and external playbooks and processes to ensure client success. His role involves negotiating renewal contracts for licensing and production build services, as well as facilitating bespoke SaaS enhancements.
Technical Skills and Contributions
Garrett utilizes 'Liquid' coding for software platforms and applications, contributing to the technical aspects of client solutions. He strategizes custom work opportunities and facilitates enhancements and feature requests, focusing on user access, reporting, and hierarchical processes. His contributions are integral to maintaining departmental relevance and continuity within the organization.