Kellen Brown
Orlando,FL
Summary
Talented Customer Support Manager with expertise resolving issues within set time limits to maximize customer satisfaction. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer service processes and managing support teams that span multiple locations.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Customer Success Manager - Growth
Crystal Knows
, USA
10.2023 - 11.2024
- Act as the strategic and tactical main point-of-contact for my book of business; closely collaborate with sales and HR personnel to ensure success & expansion; build strong relationships with those accounts
- Book of business: 100+ growth accounts across a wide array of industries ($5-21k ARR per account totaling $625k in ARR).
- Aligned strategy to goals and KPIs through Success Planning and Executive Business Reviews in order to drive platform adoption.
- Create multithreaded relations to develop champions across organizations (Sales, Marketing, HR teams)
- Owned the customer lifecycle after the initial deal close
- This includes kick-off meeting, product and DISC personality framework training sessions, renewal discussions and contract negotiations
Customer Success Manager - Growth
Drift Conversational Marketing and Sales Platform
Tampa, USA
05.2023 - 09.2023
- Act as the strategic and tactical main point-of-contact for my book of business; closely collaborate with sales and product teams to ensure success & expansion; build strong relationships with those accounts
- Book of business: 50+ growth accounts ($20-50k ARR per account totalling $1.9million in ARR)
- Aligned strategy to goals and KPI's through Success Planning and Executive Business Reviews in order to drive platform adoption
- Create multithreaded relations to develop champions across organizations (Sales, Marketing, Service teams)
Tier 2 Customer Advocate
Drift Conversational Marketing and Sales Platform
Tampa, USA
02.2022 - 05.2023
- Provides current customers and prospects with timely responses to their technical inquiries via email, video, or live chat
- Selected by management as the dedicated support representative for the two highest ARR Drift customers
- Produced resources and trained colleagues on critical process updates to our ticket workflows within Salesforce
- Slack optimization project that increased efficiency between all members of the customer team
IT Administrator
Datraks
Orlando, USA
01.2020 - 01.2022
- IT Administrator for applications for company wide usage, including: Slack, Zoom, Asana, Trello, Zendesk, Jira, G-Suite, and Salesforce
- Created internal support and training documentation
- Created our customer facing product help-center with Zendesk, later Salesforce
- Implementation of support and sales services for three separate companies under Datraks
Account Manager/Product Coordinator
Datraks
Orlando, USA
01.2020 - 01.2022
- Team lead for product and software training for all customers
- Collaborated with product coordinators on product improvement utilizing information gathered from customer and personal experience
- (UX and UI)
- Performed QA on products before being sent to market
Professional Services Engineer
Newgentek IT Services and IT Consulting
Tampa, USA
01.2018 - 01.2020
- Created training documentation for internal employees as well as customers
- Monitored support department metrics to evaluate performance KPI's
- Network engineering for multiple organizations ranging from 20 - 280 locations
Level 2 Support Technician
Newgentek IT Services and IT Consulting
Tampa, USA
01.2017 - 01.2018
- Escalation point for all level 1 support
- Rectified discrepancies for over $500k worth of accounting variances for one of our major customers
- Dispatched on-site technical resource
Server Administrator/IT Technician
Dealers Auction Xchange
Port Richey, USA
01.2016 - 01.2017
- Monitored system performance to ensure proper operation and security of the network.
- Troubleshot and resolved server hardware and software issues.
- Provided technical support for end-users related to server systems.
Education
Associates Degree -
St. Petersburg College
Clearwater, FLSkills
- Strategic communications
- Client service optimization
- Inter-department collaboration
- Key accounts development
- Team Training
- Negotiation
- Product Development
- Cross-functional coordination
- Customer onboarding
- Performance reviewing
- Performance Management
- Customer Relations
Certification
Slack Certified Consultant, 01/01/23, 01/01/25
References
References available upon request.
Timeline
Customer Success Manager - Growth
Crystal Knows
10.2023 - 11.2024
Customer Success Manager - Growth
Drift Conversational Marketing and Sales Platform
05.2023 - 09.2023
Tier 2 Customer Advocate
Drift Conversational Marketing and Sales Platform
02.2022 - 05.2023
IT Administrator
Datraks
01.2020 - 01.2022
Account Manager/Product Coordinator
Datraks
01.2020 - 01.2022
Professional Services Engineer
Newgentek IT Services and IT Consulting
01.2018 - 01.2020
Level 2 Support Technician
Newgentek IT Services and IT Consulting
01.2017 - 01.2018
Server Administrator/IT Technician
Dealers Auction Xchange
01.2016 - 01.2017
Associates Degree -
St. Petersburg College
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