Customer Success Service

Kelly Foley

Client / Customer Success Management

*************@*****.*** • 917-***-****

LinkedIn • East Rockaway, NY, 11518

Customer-centric Customer Success professional with substantial experience maximizing customer adoption and success. Proven history in providing customized solutions in line with customers' needs and delivering exceptional customer service to secure positive client experience and optimal satisfaction. Forward-thinker with strategic vision in leading and training teams for professional development. Excellent communication (written and oral), presentation, organization, analytical, and problem-solving skills; innate ability to build robust relationships with key stakeholders, senior management, and business clients.

Areas of Expertise

Strategic Planning & Execution

Customer Success

Management

Key Account Management

Revenue & Sales Growth

Team Building & Leadership

Client Relationship Building

Client Satisfaction & Retention

Exceptional Customer Service

Staff Training & Mentoring

Project Management

Problems & Conflicts

Resolution

Technically Proficient

Career Experience

CARET, San Diego, CA Mar 2021 – January 2022

Director of Client Success

Ensure on-time project delivery, meeting SLAs, budget, and customer requirements throughout the engagement lifecycle, from kickoff to go-live. Resolve customer escalations with internal/external stakeholders, providing clear ownership and effective communication. Evaluate team productivity with operational metrics, KPI analysis, and call coaching while sharing results with executive leadership. Recruit, lead, and coach client services department staff, maintaining adherence to company policies. Introduce referral program with attractive incentives to encourage customer participation. Identify content customers willing to serve as valuable references and case studies. Oversee end-to-end implementation projects, from initial planning through execution. Collaborate with clients to understand business goals. Evaluated and improved implementation processes.

● Achieved an unprecedented company record in recruiting and retaining top talent for customer success team.

● Increased and maintained customer satisfaction rates of 99%+ via customer onboarding programs and training initiatives while establishing strong relationships with key customer accounts.

● Secured an 11% reduction in churn and a 12% increase in annual recurring revenue.

● Maximized annual upsells and cross-sell revenue from $500K to $800K.

● Set and managed client expectations about the implementation process, timelines, key events and deliverables such that implementation is fast, efficient, and timely.

● Contributed to the merger with Zola Suite, facilitating seamless integration among client services departments of both firms.

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Zola Suite, Port Washington, NY Jan 2017 – Mar 2021 Client Success Manager (Jan 2018 – Mar 2021)

Created success plans for clients, outlining critical success factors and metrics for success as well as provided recommendations as per requirements. Resolved complex issues during quality assurance activities with engineering and product teams. Raised customer retention rate to 96% from 85% within 6 months.

● Maximized client success rate through streamlined training plan and on-boardings and training sessions for new clients.

● Enabled customers and stakeholders in achieving business goals with a diverse and geographically dispersed team.

● Effectively managed escalations, scope change and implementation of projects or programs including monitoring project quality, timeline, risk and performance

● Generated direct sales by showcasing product capabilities and new features to prospective clients.

● Enhanced customer satisfaction and business value by incorporating client feedback into decision making process.

● Produced informative knowledge base articles, engaging demonstration videos, and customer engagement campaigns.

Other Experience

Legal Software Consultant (Feb 2022 - Present)

GLG Consulting Group, New York, NY

Human Resources & Operations Manager (Jan 2017 – June 2018) Zola Suite, Port Washington, NY

Manager (Feb 2012 – Dec 2017)

Building Blocks Daycare, LLC., Hicksville, NY

Customer Service Associate (Mar 2011 – June 2012)

JAD Corporation of America, College Point, NY

Education

Bachelor’s Degree, Major: Science, Technology, Society, Minor: Business Administration (2017) State University of New York, Farmingdale, NY

Certifications (In-progress)

Project Management Certification

Scrum Master Certification

SQL Certification

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