Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Timeline
Generic
Kayta Goyich

Kayta Goyich

Santa Barbara,CA

Summary

Professional in client relationship management with track record of enhancing customer satisfaction. Skilled in strategic planning and execution, resulting in improved customer engagement and loyalty. Reliable team collaborator, known for adapting to dynamic environments and achieving consistent results.

Overview

11
11
years of professional experience

Work History

Customer Success Manager

ClearPathGPS a GPS Insight Company
05.2022 - Current
  • Manage a portfolio of 75+ customers and own the customer relationship from onboarding through renewal, while meeting expansion, strategic planning, and retention metrics.
  • Advocate for customer needs by collaborating with product and integration partners.
  • Provice customers with strategic advice through quarterly reviews and on site evaluations.
  • Transition customers through company acquisition and implementation of price increases while improving customer retention by 18% by driving strategic planning initiatives, addressing training and product gaps, and designing customized training plans.
  • Exceeding annual return on revenue goals by an average of 12% monthly through a partnership with sales and marketing, and strategic customer outreach.

DTC Manager

Cutler's Artisan Spirits
12.2021 - 05.2022
  • Grew brand presence in downtown Santa Barbara through tasting room operation marketing campaigns, and community events.
  • Analyzed weekly depreciation reports to support marketing and sales, and monitored in-store, online, and distributor interactions to identify growth areas.
  • Managed inventory across multiple warehouses, the funk zone tasting room, and partner resellers to ensure production targets were met.
  • Increased sales by 34%, 47% increase in social media engagement, and 76% increase in return online customers.

Director of Events

Margerum Wine Company
05.2021 - 12.2021
  • Created the framework and end-to-end responsibilities for all private, public, and club member events at the Santa Barbara Tasting Room, Buellton Winery, and Estate Vineyard to increase revenue and build brand awareness.
  • Owned all operations for Tock reservation system, including creating the experience pricing framework, employee and event calendars, booking reservations, and managing event sales.
  • Launched Margerum's participation in Downtown Santa Barbara's 2nd Thursday Art Walk, recurring wine club events, and monthly community specials, and owned all communication between vendors, artists, and performers, tasting room staff and professional staff.
  • Designed and wrote events documents such as bill of events, rental agreements, and pricing contracts to maximize revenue and create a scalable system.
  • Generated an average of ~$5,400 per week in event rental gross income, an increase of 275% Monthly.

Onboarding Project Manager

APPFOLIO INC
08.2018 - 05.2021
  • Tasked with finding new ways to increase client satisfaction during their implementation period and reduce the risk of churn in the 6 months following their launch.
  • Led team responsible for managing a multi-step data, training, and underwriting onboarding project for a queue of 15-20 new clients in the mid-market segment.
  • Established additional internal processes and reports for client adoption of our payments and screening features which increased feature adoption and decreased time-to-value.
  • Developed internal education in collaboration with data migration team to expedite initial data population.
  • Successfully launched over 850 clients (116% of lifetime goal) while maintaining average client satisfaction score (Net Promoter Score) of 92.

Customer Service Manager

AXIA PAYMENTS
05.2014 - 11.2016
  • Support current clients and sales managers by responding to inquiries and assisting with in house account leads by providing quotes and initial application support.
  • Assisted clients with global transition to new credit card processing technology and requirements, and ensured satisfaction by anticipating and clarifying needs and exceeding expectations in resolving issues.
  • Provided quotes on product offerings based on client processing needs and evolving industry standards.
  • Was dedicated success manager for the 100 largest accounts and maintained a churn rate of <.02.

Education

Bachelors of Science - Business and Economics

Westmont College
Santa Barbara, CA
05-2014

Skills

  • Product Training & Education
  • Staff development and motivation
  • Exceptional Client Service
  • Effective relationship management

Hobbies and Interests

Recreational Sports (mostly Pickleball, Volleyball, and Soccer), Viticulture, Travel, and My Rescue Dog Reggie.

Timeline

Customer Success Manager

ClearPathGPS a GPS Insight Company
05.2022 - Current

DTC Manager

Cutler's Artisan Spirits
12.2021 - 05.2022

Director of Events

Margerum Wine Company
05.2021 - 12.2021

Onboarding Project Manager

APPFOLIO INC
08.2018 - 05.2021

Customer Service Manager

AXIA PAYMENTS
05.2014 - 11.2016

Bachelors of Science - Business and Economics

Westmont College

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