Customer Success & Service Delivery Executive

Patricia A. Kelley

**********@*****.*** 704-***-**** Ocala, FL

Patricia Kelley LinkedIn

CUSTOMER EXPERIENCE, SUCCESS & SERVICE DELIVERY EXECUTIVE PROFESSIONAL SUMMARY

Customer Success leader with 10+ years managing a $2M–$5M enterprise portfolio, driving adoption, renewals, and customer ROI. Proven track record in quota-carrying roles, executive negotiation, risk mitigation, and value realization. Expert in Salesforce, forecasting and data-driven account strategy. Strong communicator skilled in cross-functional collaboration, escalation management, and delivering measurable customer outcomes.

CORE LEADERSHIP COMPETENCIES

Customer Experience Leadership

Customer Journey Management • Post Onboarding Success • Enterprise Product Implementation • Adoption & Value Realization • Customer Retention & Gross Retention • Strategic & Mid Market Accounts • Customer Advocate & VOC • Escalation Governance • Executive Business Reviews • Success Plays • Change Management • Leadership of Managers & Multi Layer Teams Operational Excellence & Process Optimization

Process Optimization (CS Operations) • Workflow Automation • Operational Efficiency • Workforce & Capacity Planning • QA Coaching Frameworks • Performance & Portfolio Management • Release Readiness • Technical Health Governance • Cross Functional Collaboration (Product, Engineering, Sales) Data Fluency & Analytics

KPI & Adoption Metrics • Dashboard Development • Root Cause Analysis • Power BI • Excel • SLA Management • Trend Analysis • Experience in SaaS • AI Driven Insights • UAT • Forecasting & Risk Identification Systems

Salesforce • Zendesk • Oracle • SAP • Workday • Concur • Jira • Familiarity with ServiceNow and Enterprise Workflow Platforms PROFESSIONAL EXPERIENCE

ANSIRA

DIRECTOR OF CUSTOMER SUCCESS DELIVERY 05/2023 to Present Own enterprise post-sale delivery across onboarding, implementation, adoption, escalations, customer health, and governance programs that protect revenue, improve retention, and scale long-term client growth.

• Directed $5M+ ARR book of business with full leadership of Customer Success Managers and Technical Account Managers, ensuring proactive risk mitigation, release readiness, and measurable customer outcomes.

• Built scalable customer success and service delivery frameworks that improved consistency, reduced churn risk, and increased executive confidence in delivery operations.

• Led contract negotiations with enterprise customers, ensuring win/win outcomes and long term retention.

• Leveraged AI enabled analytics (Power BI) to guide customer insights, trend analysis, and prescriptive recommendations.

• Worked cross-functionally with Sales, Product, and Engineering to identify expansion opportunities, inform roadmap decisions, and optimize customer outcomes.

• Conducted executive business reviews with C-level stakeholders, translating performance data and customer narratives into strategic recommendations.

• Directed end-to-end customer lifecycle delivery — onboarding, implementation, enablement, adoption, training, and ongoing support.

• Owned the post-onboarding customer journey, driving adoption, retention, and long-term value realization across enterprise accounts.

• Ensured customer technical health through structured release readiness, version alignment, and proactive risk identification. TECHTRONIC INDUSTRIES (TTI)

CUSTOMER SERVICE MANAGER, AMERICAS 04/2022 TO 05/2023 Led customer service operations across the Americas, driving service excellence, operational efficiency, team performance, and customer satisfaction.

• Built frontline and leadership capability through performance management, coaching, subject matter expertise, and continuous process improvement. Created a balanced scorecard, daily accountability process, and QA coaching model for sales and service performance.

• Introduced workflow automation improvements to reduce manual effort and improve service reliability.

• Developed and implemented a structured training program and CSR quick-reference guide to standardize key service processes.

• Interpreted inventory, demand forecasts, booked-order gaps, and evolving customer requirements to inform sales and operational planning.

• Aligned supply chain, distribution centers, and sales teams around planning priorities, service targets, and customer delivery strategies.

INVUE

CUSTOMER SERVICE MANAGER, AMERICAS 09/2020 to 02/2022 Led Americas customer support and enterprise partner rollouts, strengthening team performance, stakeholder alignment, customer satisfaction, and post-sale relationship management.

• Built an integrated B2B service model spanning pre-sale support, order execution, technical support, and post-sale relationship management.

• Developed training materials, user guides, process documentation, and enablement programs supporting software implementations and operational process changes. Delivered virtual and instructor-led training sessions for customers, end users, and internal teams.

• Documented business requirements, implementation needs, and enhancement requests to improve software performance and user experience.

• Redesigned productivity metrics and goals to strengthen accountability, performance, motivation, and customer satisfaction.

• Led a 12-person team across onboarding, implementation, training, orders, returns, product and technical support.

• Partnered with sales team to strengthen business relationships, improve customer experience, and support account growth. INVUE

CUSTOMER SUCCESS OPERATIONS ACCOUNT MANAGER 11/2018 to 09/2020 Managed enterprise customer success operations, SaaS visibility, process optimization, client enablement, and SLA-driven delivery across complex customer environments.

• Managed enterprise accounts through structured customer touchpoints, QBRs, issue resolution, and proactive solution planning.

• Delivered C-level business reviews that converted SLA, KPI, and service performance insights into actionable client strategies.

• Improved SaaS visibility by documenting applications, subscriptions, ownership, and usage data with IT, sourcing, and business stakeholders.

• Directed user acceptance testing (UAT), implementation, installation, training, and maintenance activities while coordinating cross-functional resources to ensure successful system deployments and user adoption.

• Delivered virtual and in-person enablement for software and hardware installation, improving client readiness and adoption.

• Coordinated technical health checks and release readiness for software enhancements. CURVATURE

CLIENT SUCCESS / IT SERVICE DELIVERY MANAGER 03/2016 to 11/2018 Led client success and IT service delivery across SLA performance, customer satisfaction, process improvement, escalation governance, and executive business reviews.

• Ensured technical health through structured troubleshooting, root cause analysis, and corrective action planning. Led after-sales support initiatives, including implementation coordination, project management, and on-site client training.

• Functioned as senior escalation point for technical issues, coordinating troubleshooting efforts, root cause analysis, corrective actions, and stakeholder communications.

• Synthesized SLA, KPI, and delivery data into annual business reviews tailored to client priorities and service improvement opportunities.

• Managed multiple implementation and service delivery projects, coordinating timelines, resources, training, and customer communications.

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