Customer Success & Implementation Specialist

KYLE HOOD

Phoenix, AZ ***** +1-602-***-**** *.*******@*****.***

www.linkedin.com/in/KyleDHood1986

Professional Summary

Dynamic customer success professional with over seven years of experience driving post-sale engagement, technical onboarding, and strategic account management across SaaS, ERP, and legacy platforms. Adept at nurturing client relationships, translating business needs into scalable solutions, and delivering exceptional support throughout the customer journey. Recognized for aligning cross-functional teams and transforming feedback into lasting improvements that increase customer satisfaction and retention.

Work Experience

Migration Specialist Rightstone Staffing Solutions - Vehlo (Contract) Remote October 2025 to March 2026

• Managed cross-functional teams to execute project plans, coordinating efforts across multiple departments

• Collaborated with stakeholders to define project scope, objectives, and deliverables

• Provided guidance and support to team members in resolving complex technical issues or challenges during the implementation phase

• Facilitated user acceptance testing (UAT) activities by coordinating test plans, scenarios, scripts creation, execution monitoring, defect management, etc.

• Analyzed business requirements provided by clients/customers/users/stakeholders; translated them into functional/ non- functional specifications that can be understood by developers/engineers/testers/etc.

• Ensured smooth transition from development/testing environments into production/live environments through proper planning/coordinating/deployment/release management activities Software Implementation Analyst Rightstone Staffing Solutions - U.S. Bank (Contract) Tempe, AZ August 2025 to October 2025

• Provided expert guidance to clients on best practices for system configuration, data migration, and process optimization

• Developed comprehensive project plans outlining tasks, timelines, and resource allocation to ensure smooth implementation processes

• Conducted thorough analysis of client business processes to identify areas for improvement and recommend appropriate system enhancements

Software Implementation & Support Specialist SquareWorks Consulting Remote June 2024 to July 2025

• Led 23 full-cycle NetSuite implementations, including AP/AR workflows, UAT coordination, and go-live support.

• Directed cross-team collaboration, timeline tracking, risk mitigation, and stakeholder alignment.

• Optimized processes, managed project budgets, and ensured successful user onboarding.

• Leveraged SQL to validate, transform, and troubleshoot client data during migrations while using JavaScript to customize front end workflows and support API driven integrations.

• Executed SQL queries to audit, cleanse, and reconcile legacy data while developing JavaScript scripts to support API payload formatting and front end logic adjustments.

• Applied SQL for backend troubleshooting and reporting and used JavaScript to configure client specific UI rules and automate repetitive testing tasks.

• Managed communication with external vendors or consultants involved in the payroll implementation process, ensuring alignment with project timelines and deliverables

• Ensured adherence to all legal regulations related to wage payments, deductions, taxes, overtime calculations etc. throughout the implementation process

Software Implementation Specialist Ron Turley Associates, Inc. Peoria, AZ December 2023 to April 2024

• Delivered system configuration, data migration, and process optimization strategies.

• Conducted client training, led demos, and authored technical documentation.

• Provided SQL-based data analysis and integration testing.

• Performed SQL queries to confirm why a customer’s service history isn’t appearing in the UI.

• Collaborated with cross-functional teams including project managers, developers, and quality assurance analysts to gather requirements and design customized solutions

• Provided expert guidance to clients on best practices for system configuration, data migration, and process optimization

• Acted as a primary point of contact for clients throughout the implementation lifecycle, addressing concerns promptly and maintaining strong relationships

• Managed multiple concurrent projects while prioritizing tasks effectively to meet deadlines without compromising quality standards

Implementation Specialist Tekion Corp Phoenix, AZ June 2021 to November 2023

• Oversaw legacy system migrations and tailored SaaS deployments for multiple clients.

• Managed end-to-end implementation, stakeholder engagement, and post-deployment support.

• Mentored junior consultants and streamlined internal documentation processes.

• Used JavaScript for SaaS Platform Customizations: Client Scripts; Scheduled Jobs; UI actions Customer Experience Representative Grainger Tempe, AZ March 2021 to June 2021

· Resolved complex inquiries and elevated customer satisfaction across high-volume interactions.

· Liaised with internal teams and maintained detailed CRM records.

· Exceeded service goals through empathetic problem resolution. Senior Field Implementation Consultant Cox Automotive Phoenix, AZ February 2019 to November 2020

• Spearheaded software customization and multi-product training (Xtime, Dealertrack DMS).

• Certified remote implementation expert delivering tailored client solutions.

• Directed installation projects and trained clients on technical best practices. Education

Psychology (bachelor’s degree)

Lewis University Romeoville, IL

August 2004 to June 2008

High school diploma or GED

Joliet West High School Joliet, IL

August 2000 to May 2004

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