Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Kekoa Park

Austin,TX

Summary

Senior leader with over 15 years of experience specializing in building and scaling post-sales organizations, including Implementation, Customer Success, and PMO functions within startup and high-growth settings. Skilled in crafting delivery ecosystems to improve customer retention, reduce churn rates, and increase satisfaction levels. Proven track record of growing teams from 3 to over 200 individuals through aligning personnel, processes, and technology to achieve tangible business outcomes. Dedicated to developing teams, managing the customer experience, and leading strategic initiatives for sustained organizational growth.

Overview

15
15
years of professional experience
1
1
Certification

Work History

SR DIRECTOR OF CLIENT SERVICES AND CUSTOMER SUCCESS

Vervint
03.2023 - 02.2025
  • Built and led a cross-functional senior team across PMO, Compliance, Customer Success, and Business Agility
  • Introduced “White Glove Experience” program, leveraging feedback loops and training to improve stakeholder engagement and loyalty
  • Launched the “On Time, On Budget, On Value” initiative, improving delivery timelines and reducing budget deviations
  • Streamlined the pursuit process with Sales and Finance, accelerating SOW approvals and enabling faster project launches
  • Redesigned the client survey program, increasing response rates by 17% and satisfaction scores by 24%
  • Instituted project retrospectives to enhance delivery quality and foster continuous improvement
  • Co-led a quarterly bonus program focused on billable utilization, resulting in a 32% productivity increase
  • Improved response protocols to eliminate silos, speed resolution times, and raise client satisfaction
  • Standardized operational policies to reduce risk, increase compliance, and boost process efficiency
  • Drove cross-functional collaboration through workshops and knowledge-sharing, improving engagement and project turnaround times

SR DIRECTOR OF DELIVERY AND CUSTOMER SUCCESS

FeatureBase
05.2022 - 02.2023
  • Built and led high-performing teams of PMs and Solution Architects to deliver POCs and enterprise use cases tailored to client needs
  • Strengthened customer relationships through proactive engagement, driving a 7% increase in satisfaction scores
  • Launched project governance and engagement policies, cutting turnaround times and improving reporting accuracy
  • Led cross-functional leadership forums that shaped product roadmap and supported revenue growth through better market fit
  • Deployed support tools to streamline issue tracking, reducing response times and boosting team efficiency
  • Defined and tracked OKRs and KPIs to ensure performance alignment and operational accountability
  • Managed key client portfolios, increasing annual revenue by 18% through tailored service solutions

DIRECTOR OF IMPLEMENTATION AND PROGRAM MANAGEMENT

Abrigo
04.2016 - 05.2022
  • Built and led PMO and Engineering teams through 1,000+ SaaS implementations, achieving a 91% on-time delivery rate and reducing project durations by 20%
  • Generated $2.2M in annual upsell revenue by partnering with Sales and Customer Success to deliver add-on services
  • Improved customer retention by 9% through proactive churn risk analysis and intervention strategies
  • Standardized project workflows and implemented lessons learned, increasing implementation success rates
  • Created and led risk mitigation frameworks to reduce implementation issues and drive smoother project delivery
  • Developed a scalable implementation playbook and process improvements that enhanced operational consistency across teams

SENIOR DELIVERY MANAGER, PLATFORM IMPLEMENTATIONS

Q2
08.2010 - 04.2016
  • Led a 13-person PMO and Engineering team in delivering 500+ SaaS banking conversions for clients ranging from $500K to $8B in assets
  • Improved team utilization and reduced implementation timelines by optimizing resource allocation strategies
  • Built strategic vendor partnerships to streamline third-party collaboration and delivery execution
  • Designed and led PM training programs, improving adherence to methodology and implementation success rates
  • Managed a portfolio of 10+ concurrent projects, consistently delivering on-time and within budget
  • Developed client-facing project documentation and plans, reducing onboarding time and improving satisfaction
  • Delivered customized SaaS banking solutions, contributing $3.1M in new revenue over two years

Education

BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION, MANAGEMENT & CIS

Spring Hill College
Mobile, AL
05.2003

Skills

  • Client Satisfaction
  • Strategic Vision
  • Collaborative Leadership
  • Business Policies and Procedures
  • Continuous Process Improvement
  • Program and Project Management
  • Vendor Relationship Management
  • Financial Management and Reporting

Accomplishments

  • Enhanced Client Experience: Launched a 'White Glove Experience' initiative, implementing feedback loops that improved client loyalty and satisfaction scores by 24%.
  • Improved Operational Efficiency: Reduced project delivery timelines by 68%, cutting average delivery time from 162 to 49 days. Streamlined internal processes, increasing team productivity by 15% and accelerating client onboarding.
  • Achieved Revenue and Growth Targets: Surpassed annual revenue goals for five consecutive years, driving 20% year-over-year growth and exceeding EBITDA targets by up to 138%.
  • Leadership Recognition: Recognized in the top 90th percentile for leadership performance by direct reports at Abrigo, reflecting consistent team engagement and empowerment.

Certification

  • PMP - Project Management Professional

Timeline

SR DIRECTOR OF CLIENT SERVICES AND CUSTOMER SUCCESS

Vervint
03.2023 - 02.2025

SR DIRECTOR OF DELIVERY AND CUSTOMER SUCCESS

FeatureBase
05.2022 - 02.2023

DIRECTOR OF IMPLEMENTATION AND PROGRAM MANAGEMENT

Abrigo
04.2016 - 05.2022

SENIOR DELIVERY MANAGER, PLATFORM IMPLEMENTATIONS

Q2
08.2010 - 04.2016

BACHELOR OF SCIENCE - BUSINESS ADMINISTRATION, MANAGEMENT & CIS

Spring Hill College

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