Kelly H. Giarmo
Pineville,NC
Summary
Results-driven leader with extensive experience in onboarding, training, and supporting clients to optimize their product experience. Skilled in developing and implementing adaptable operational strategies, applying best practices, and leveraging data for impactful results. Dedicated to streamlining operations to decrease costs and promote organizational efficiency.
Overview
13
13
years of professional experience
Work History
Customer Success Manager
Higharc
11.2021 - Current
- Oversee $4.5MM in ARR, ensuring seamless transition of key accounts, and establishing a scalable implementation process
- Spearhead onboarding process and leverage insights from customer usage patterns to identify potential upsell opportunities
- Execute tailored success plans and consistently uphold exceptional CSAT scores
- Conduct regular account reviews to assess progress and strategize future growth opportunities for clients
- Communicate product updates and collaborate with product team to tailor customer feedback into actionable product enhancements
- Detect UI inefficiencies and ensure software functionality evolves in alignment with industry trends
Director of Operations
NewStyle Communities, Inc
07.2014 - 11.2021
- Supported the development of single-family residential communities in North and South Carolina
- Distributed RFPs and purchase orders for 200+ trade partners, successfully maximizing gross profit margins and minimizing variance
- Managed architectural changes and municipal plan approvals, plot plan requests, lot releases, and subdivisions plat applications,
- Prepared settlement summaries, including manage commissions and investor payouts
Senior Community Director
United Dominion Realty, Inc
12.2013 - 06.2014
- Directed operations for two Class A luxury properties with 500 units, leading a team of 17 associates
- Achieved targeted occupancy rates through improved closing ratios and competitive analysis
- Oversaw $1M in monthly revenue, controlled operational expenses, and coordinated capital improvement projects for optimal ROI
Community Director
United Dominion Realty, Inc
12.2011 - 11.2013
- Led operations, maintenance, financial performance, and marketing strategies for an $84M Class A luxury high rise, managing a team of 15 and supporting 300 units.
- Developed and executed pricing strategies, managed lease renewals, and directed major renovation projects.
- Cultivated strong vendor partnerships and led employee development initiatives to enhance team efficiency.
Education
Bachelor of Science - Residential Property Management
Virginia Tech
05.2011
Skills
Account Management
Onboarding and Orientation
Training and Development
Client Relations
Strategic Planning
Revenue Growth
Timeline
Customer Success Manager
Higharc
11.2021 - Current
Director of Operations
NewStyle Communities, Inc
07.2014 - 11.2021
Senior Community Director
United Dominion Realty, Inc
12.2013 - 06.2014
Community Director
United Dominion Realty, Inc
12.2011 - 11.2013
Bachelor of Science - Residential Property Management
Virginia Tech
Similar Profiles
Gray AbercrombieGray Abercrombie
Vice President of Marketing and Customer Care at Daye North AmericaVice President of Marketing and Customer Care at Daye North America
Jillian SpitsbergenJillian Spitsbergen
Bartender at J Alexander'sBartender at J Alexander's
William G HilkertWilliam G Hilkert
Regional Manager at Crossgates Medical, Inc.Regional Manager at Crossgates Medical, Inc.
Jenny MillerJenny Miller
Senior Client Success Specialist, Enterprise at IndeedSenior Client Success Specialist, Enterprise at Indeed
Amanda WhitlockAmanda Whitlock
Senior Customer Success Manager (or) Senior Manager, Customer Success at AmplifySenior Customer Success Manager (or) Senior Manager, Customer Success at Amplify