Success Manager Data Analytics

Kelsey Duede

Krum, Tx 602-***-**** ********@*****.*** WWW.LINKEDIN.COM/IN/KELSEY-DUEDE

PROFESSIONAL SUMMARY

Experienced Enterprise Success Manager skilled at cultivating strong client relationships and driving satisfaction through personalized support and strategic guidance, while achieving revenue maximization. Proven track record of fostering long-term client loyalty by setting realistic expectations and maintaining consistent, authentic, and transparent communication.

SKILLS

Relationship Building

Account Management

Critical Thinking

Client Satisfaction

Solutions-Oriented

Salesforce & Gainsight

Data Analysis

GSuite & MS Office

Attention to Detail

EXPERIENCE

WebPT, Phoenix, AZ (Remote)

Enterprise Success Manager - AUG 2022 - JULY 2024

●Manage portfolio of Enterprise client relationships, with an ARR of over $9 Million and NRR of 103.51%

●Maintain standard meeting cadence with clients, coaching on best uses of SaaS product suite for performance optimization, ensuring satisfaction and achievement of strategic business goals

●Leverage data analytics to identify trends, forecast client needs, proactively address potential issues and identify strategic upsell opportunities

●Partner with cross-functional teams, including product & engineering to enhance the software reporting, based on direct client feedback

●Tracking of member engagements and account plan development utilizing Salesforce CRM and Gainsight, leveraging tools specific to NPS to monitor client sentiment

Mid-Market Success Manager - APRIL 2020 - 2022 AUG

●Promoted to Senior Mid-Market Success Manager 2021

●Actively engaged a portfolio of 50-55 accounts, with over an ARR of $2.5M

●Actively joined team members calls to aid in customer ROI and customer upsells

●Subject matter expert within the EMR; Reach (patient engagement software), Therabill (billing platform), and Tableau

●Collaborate with leadership on customer facing projects

WebPT, Phoenix, AZ

Onboarding Specialist: EMR, Billing, Marketing - February 2016 - APRIL 2020

●Promoted to Enterprise Onboarding Specialist in 2018

●Maintained, trained and organized a book of 40+ clinics at a given time while utilizing Salesforce, Calendly and Gmail to help with each project and weekly communication

●Assist the member by training them on platforms that help collect patient data, bill to insurance companies and engage patients in marketing campaigns

●Project manager and onsite travel to Enterprise clinics to prepare them for their go live

Member Care Advocate - June 2015 - February 2016

●Utilized Salesforce CRM day to day to track and complete customer tickets resulting in customer satisfaction

●Worked with and alongside Product, Success, and Onboarding teams to help customers navigate day to day issues

●Problem solver, critical thinking, communication skills and staying up to date on industry standards help achieve the best customer care

●Created knowledge articles to help customers better understand the products they were utilizing

CAS Chiropractic and Rehabilitation Center (Phx, AZ)

Chiropractic Assistant - September 2014 - June 2015

●Utilized multi-tasking skills checking patients in and out of the clinic, answering phone calls and scheduling appointments

●Managing the flow of the clinic tasks by keeping patients involved with their treatment/exercises, maintaining an orderly working environment, verifying insurances and collecting payment

Canyon Physical Therapy (Phx, AZ)

Physical Therapy Tech – June 2013 - September 2014

●Played a vital role in educating patients and their families in their treatment regimens prescribed by their PT

●Maintained excellent customer service while carrying out necessary tasks to keep the clinic running smoothly

●Understanding of medical records, billing documentation and utilization of computer skills

EDUCATION

GRAND CANYON UNIVERSITY (Phoenix, AZ) — Bachelor of Science

AUGUST 2010 - MAY 2013

CHIROPRACTIC ASSISTANT

JANUARY 2015 - PRESENT, Certificate of Completion

INTERNATIONAL SPORTS SCIENCE ASSOCIATION

APRIL 2014 – PRESENT, PERSONAL TRAINER CERTIFICATION, CPR CERTIFIED

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