Client Success Customer

SCOTT KNUDSEN

CLIENT SUCCESS & SALES GROWTH LEADER KEY ACCOUNT MANAGER

415-***-**** *****.*******@*****.*** linkedin.com/in/scottknudsen

PROFESSIONAL SUMMARY

As a Client Success and Sales Growth Leader I’ve achieved annual sales targets of up to $15MM Annual Recurring Revenue (ARR) while growing and managing clients and customer success teams at multiple innovative startups in remote, hybrid and on-site roles. Adept at consulting with clients as a trusted advisor to conduct client discovery, craft and deploy successful sales solutions, implement complex technical programs and translate data into business insights to grow revenue, reduce costs, demonstrate ROI, optimize operations, and improve customer experience.

Strong track record of adapting to client requirements and the marketplace while directly managing large enterprise accounts, building AM and CS teams in the US and internationally and retaining and expanding revenue. Over 10 years of experience deploying AI/artificial intelligence product solutions for clients across a variety of industry verticals, including retail, consumer packaged goods (CPG), warehouse operations and media.

EDUCATION

NORTHWESTERN UNIVERSITY

Master of Science, Integrated Marketing Communications

4.0 GPA – Graduated Top of Class & Winner of the Stanley Tannenbaum Award for Academic Achievement

UNIVERSITY OF CALIFORNIA, DAVIS

Bachelor of Arts, Sociology – High Honors

KEY ACHEIVEMENTS

ENTERPRISE ACCOUNT SALES EXPANSION

Expanded recurring revenue and account base from 1 to 7 Coca-Cola bottlers in the US (600% increase, $5MM contract), expanded rollout by 350% at Ralph Lauren, grew sites by 175% for IKEA in Europe.

ARTIFICIAL INTELLIGENCE AND COMPUTER VISION DEPLOYMENT

Launched the first full size grocery store frictionless checkout-free retrofit in the US for ALDI using AI and computer vision, and the first frictionless multiple convenience store rollout in Australia for 7-Eleven.

INTERNATIONAL CLIENT AND TEAM MANAGEMENT

Managed multiple enterprise client relationships and Client Success teams in the US, Europe, LATAM (Mexico and South America), Australia, Saudi Arabia and India.

EXCEPTIONAL CUSTOMER EXPERIENCE NPS SCORES

Achieved a Net Promoter Score (NPS) of 74 for my top frictionless checkout client (considered excellent).

PROFESSIONAL EXPERIENCE

DIRECTOR OF CLIENT SUCCESS / KEY ACCOUNT MANAGER

Grabango, 2023 – 2024 (Artificial Intelligence, Computer Vision and Frictionless Checkout)

Led revenue generation, solution rollout and client operations for the company’s largest convenience and grocery retail accounts in the US and Australia (ALDI, Circle K, ExtraMile, 7-Eleven) totaling over $10MM in revenue.

Oversaw the launch of the first ever full-size grocery store retrofit with computer vision checkout-free technology for ALDI US. Achieved a shopper uptake increase of over 104% from 2023 to 2024, maintained a consistent accuracy rate over 99% and a customer Net Promoter Score (NPS) of 74.

Managed a ten store launch and ongoing customer relationship for Grabango’s checkout-free technology at 7-Eleven Australia stores across Melbourne and Sydney. The checkout-free launch was the first in Australia and allows customers to pay for their shopping by using the My 7-Eleven App or credit card.

DIRECTOR OF CUSTOMER SUCCESS / SENIOR SALES CONSULTANT

StrataVision, 2021 – 2022 (Artificial Intelligence, Computer Vision and On-Site Analytics)

Led a customer success team of 6 to convert enterprise accounts from pilots to large scale rollouts to grow revenue and build product market share across retail, mall, and commercial real estate verticals.

Expanded rollout of the AI product solution by 350% at Ralph Lauren stores across North America and Europe and collaborated with Ralph Lauren to tailor onboarding materials and live training sessions.

Grew site rollouts by 175% for IKEA, increasing deployments from 4 to 11 large mall locations across multiple European countries, displacing existing competitive solutions.

Led deployment of the company’s newest offering for checkout accuracy to 30 warehouse stores for The Home Depot, leveraging computer vision and artificial intelligence to reduce shrink at self-checkouts.

DIRECTOR OF CUSTOMER SUCCESS / SALES CONSULTANT

Vision Group Retail, 2020 – 2021 (Artificial Intelligence, Computer Vision and Retail Analytics)

Expanded recurring revenue and the active account base from 1 to 7 North American Coca-Cola bottlers in 11 months (600% increase), serving as the primary point of contact for the $5MM Coca-Cola account across all customer stakeholders including the Atlanta corporate team, Bulgaria IT/iRED team and regional US bottlers.

Managed all aspects of implementation for the iRED platform (white label product developed for Coca-Cola) including customer discovery sessions, statements of work, kickoff meetings, weekly calls, product & store master data, mobile app testing, and customer onboard training.

Led monthly Steering Committee meetings with the Coca-Cola North America corporate team and bottler stakeholders to review KPIs, product master data initiatives, priority issues and enhancement requests.

Recruited and mentored CSMs for the Americas Region, including the US, Mexico and LATAM countries.

DIRECTOR OF CUSTOMER SUCCESS, MEDIA AGENCY VERTICAL

Quid, 2019 – 2020 (AI-Driven Business Intelligence and Marketing Platform)

Achieved the highest customer retention rate for all Quid customer verticals, accountable for renewal negotiations and over $4MM in Annual Recurring Revenue for agency clients including Starcom and Edelman.

Consulted top global agencies on key marketing use cases to drive advertising and PR strategy including Voice of the Customer, Social Engagement, Key Opinion Leaders and Influencers and Brand Perception.

Managed a team of two CSMs, including both local and remote team members.

Led Executive Business Reviews/QBRs with key agency account stakeholders to build relationships, demonstrate customer ROI and grow the Annual Contract Value (ACV) at strategic enterprise accounts.

DIRECTOR OF CUSTOMER SUCCESS, AMERICAS REGION (US and LATAM)

Trax Retail, 2014 – 2018 (AI-Driven Retail Market Measurement & Data Science)

Increased total dollars under Americas Region management by 150% to over $15MM in Annual Recurring Revenue (ARR), managing enterprise customers including Coca-Cola, AB InBev and Constellation Brands.

Grew annual SaaS subscription revenue 4X over the course of two years to $1.25MM while serving as the account director for SC Johnson and was invited as a speaker to the client’s NAM sales meeting.

Produced the go-to-market program implementation strategy for a new subscription product generating over $3.5MM in new business development within seven months of launch.

Built and led the first Customer Success team for Trax Retail, overseeing recruiting and onboarding to grow a remote team from 3 to 8 CSMs across the US, Mexico and South America.

Increased average deal size and drove scoping decisions by providing pre-sales consulting for new projects and preparing client proposals.

DIRECTOR, BRAND STRATEGY & PROJECT MANAGEMENT

Murray Brand Communications, 2008 – 2014 (Brand Strategy and Marketing Agency)

Led brand consulting and activation engagements as Account Director for clients including Walmart, ConAgra, Logitech and Foster Farms to launch new brands, reinvigorate existing brands and drive business growth.

Won agency of record status for the Foster Farms account leveraging consumer research to optimize packaging strategy, creative development, and print production for the $2 Billion food company.

Directed a comprehensive brand packaging overhaul program for Walmart’s multi-billion dollar carbonated soft drink portfolio, resulting in a 10% annual sales increase.

Led agency business development by preparing pitch presentations and proposals and identifying and closing new business within existing accounts.

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