Former collegiate athlete turned hard-working, and personable Customer Success professional. With 6+ years of experience in customer-facing roles utilizing problem-solving abilities and personable skills to ensure success and build trusting relationships.
Hi, I’m
Kellen Brown
Maitland,FL
Summary
Overview
7
years of professional experience
1
Certification
Work History
DriftTampa, FL
Customer Success Manager - Growth
05.2023 - 09.2023
Job overview
- Book of business: 50+ growth accounts ($20-50k ARR per account totaling $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)
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
DriftTampa, FL
Tier 2 Customer Advocate
02.2022 - 04.2023
Job overview
- 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
- Provided customer support through video, email and chat channels.
- Researched customer inquiries to ensure accurate resolution of their issues.
- Escalated complex customer cases as necessary to appropriate teams and departments.
- Developed strong relationships with customers by providing timely responses and solutions.
Datraks - BaseballCloud Baseball/Softball Analytics SoftwareOrlando, FL
IT Administrator
01.2020 - 01.2022
Job overview
- 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
BaseballClBaseballCloudBaseballCloud Baseball/Softball Analytics SoftwareOrlando, FL
Account Manager/Product Coordinator
01.2020 - 01.2022
Job overview
- 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
Newgentek IT Services and IT ConsultingTampa, Florida
Professional Services Engineer
01.2018 - 01.2020
Job overview
- Installed, configured and commissioned new customer equipment according to specifications.
- Assisted customers with troubleshooting issues related to software and hardware in a timely manner.
- Resolved customer service requests within the given time frame.
- Provided technical support for customers on site or remotely via phone or email.
Newgentek IT Services and IT ConsultingTampa, Florida
Level 2 Support Technician
01.2017 - 01.2018
Job overview
- 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
Dealers Auction Xchange Motor Vehicle AuctionPort Richey, FL
Server Administrator/IT Technician
01.2016 - 01.2017
Job overview
Education
St. Petersburg College
Associate of Arts
University Overview
- Infielder for baseball team, 2015 to 2016
Marshall UniversityHuntington, WV
Some College (No Degree) from Economics
University Overview
- Infielder for baseball team, Fall of 2016 (left school due to shoulder injuries)
Florida Atlantic UniversityBoca Raton, FL
Some College (No Degree) from Business Administration
University Overview
- Infielder for baseball team, 2013 to 2014
Skills
- Customer Account Management
- Strategic Planning
- Customer Relations
- Training Programs
- Proficient in Slack
- Proficient in G-Suite
- Proficient in Salesforce
- Proficient in Asana
- Proficient in Zendesk
- Proficient in Microsoft Office
Certification
Slack Certified Consultant, 01/2023, 01/2025
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Success Manager - Growth
Drift
05.2023 - 09.2023
Tier 2 Customer Advocate
Drift
02.2022 - 04.2023
IT Administrator
Datraks - BaseballCloud Baseball/Softball Analytics Software
01.2020 - 01.2022
Account Manager/Product Coordinator
BaseballClBaseballCloudBaseballCloud Baseball/Softball Analytics Software
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 Motor Vehicle Auction
01.2016 - 01.2017
St. Petersburg College
Associate of Arts
Marshall University
Some College (No Degree) from Economics
Florida Atlantic University
Some College (No Degree) from Business Administration
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