Technical Customer Success & SaaS Sales
Resume:
HUGH KELLY
***********@*****.***
EDUCATION
Virginia Commonwealth University, College of Humanities and Sciences Major: Political Science with a Concentration in Public Policy Jan 2015-July 2017 ADDITIONAL EDUCATION
Second City Conservatory/Washington Improv Theatre Studied and performs longform improvisational comedy. Completed Curriculum 1-5.2017-present RELEVANT PROFESSIONAL EXPERIENCE
Customer Success Manager, Healthcare, ID.ME, Onsite (April 2025-Present)
● Manages a 16 headcount, client portfolio of ID.ME’s top spend, high touch, enterprise customers in local/state government in healthcare and education industries, equaling 4 million in annual recurring revenue
● Achieved a 93% Renewal rate and 104% for net APR growth in FY25
● Advocated ID.ME’s technical and product positioning to technical users and business decision makers
● Built robust relationships with clients throughout their customer journey, to drive long-term engagement, guiding them through initial onboarding, production adoption, implementation, and usage while preventing churn for at risk accounts
● Collaborated with cross-functional internal teams, including sales, engineering, and member support teams, delivering tailored solutions, addressing customer challenges
● Employed customer feedback and data to proactively identify and escalate at risk accounts, developing strategies for recovery and retention
Senior Account Executive, GODADDY, Remote (February 2023-April 2025)
● Provided inbound technical and outbound customer support, troubleshooting issues related to email security, website security, domain security, Microsoft Office Suite Products and more, supporting the online presence and reputation of SMB, Mid-Market, and enterprise-sized businesses.
● Run full cycle sales desk from prospect and discovery to close, closing over $1,500, 000 in revenue, exceeding quota expectations every quarter on average 150% to target, by solving & converting technical requests into sales opportunities, cross-selling, up-selling, and creating other sales opportunities for c-suite executives through an empathetic, consultative approach to solve complex technical business problems using the suite of Godadddy’s product offerings as a solution
● Managed client accounts to ensure business’ were setup for success on Godaddy by solving customer frustrations, extending product subscription contracts for on average of 3 years, ultimately improving client retention rate on an average of 103% each quarter
Senior Account Executive-Inside Sales Representative, YELP, Washington, D.C. Metro Area (December 2019-December 2022)
● Negotiate over $500,000 worth of overall revenue selling various digital media seo advertising packages by regularly exceeding monthly revenue quotas/target/metrics using empathetic approaches, active listening, and consultative, solutions orientated sales methods, problem solving, and creating tailored, profitable business strategies and budget plans while delivering an excellent customer experience
● Booked 202% to Quota in lifetime revenue
● December 2021 FBI Award Winner (Forever Bringing It)
● Regularly exceeded daily activity metrics of 80+ cold calls, a minimum of 2+ hours daily talk time, and 30+ emails per day.
● Researched and vets a healthy pipeline of qualified businesses/leads through analyzing a Salesforce CRM with detailed call notes and identifying key titles and personas within a business to capitalize on clients pain points and marketing spend to grow their internal revenue through various Yelp Advertising strategies and softwares, generating partnerships
● Won “The Capitalizer Award,” which is an award given out by Yelp Sales Management to the Account Executive that has shown the most tenacity, thoroughness, passion, and conviction in their sales process.
● Became immersed and educated on the marketing spends and day to day operations by gaining insight into many different industries that could range from restaurants, construction companies, wedding planners, doctor’s offices, spas etc.
● Collaborated and engage with cross-functional sales support, customer success, and various executive teams generating project management plans and strategy, capturing,, identifying, tracking, and implementing trends and patterns in advertisers campaigns to effectively manage, upsell, and/or cross-sell ensuring advertising campaign performance is optimal. Also using various adoption strategies
SKILLS: Microsoft Office and Excel Solution Sales Public Speaking business and technology consulting Project Management Account Health Scores Account Strategies C-Suite Engagement Revenue Targets Stakeholder Management Executive Presentations Revenue Growth Technology Sales-Digital Marketing Pipeline Generation Ability to align stakeholders Product Demonstrations Persuasion B2B Customer Service Long Term Client Relationship Building Territory Growth Presentation and Public Speaking Generative AI Product Usage Metrics Team Building Salesforce SEO Business Development and Strategy Coaching Microsoft Copilots Pipedrive Cross Functional Colloboration Strategic Sales Generative AI Strong Interpersonal Skills Helpdesk Customer Support Customer Engagement Saas Sales Renewal Strategy Consultative Selling Renewals Digital Transformation financial modeling in excel Procurement Value Based Selling Adoption Self-Driven Teamwork Entreprise-grade platform Customer First Approach Change Management
HUGH KELLY
***********@*****.***
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