Summary
Overview
Work History
Skills
Certification
Honors And Awards
Timeline
Generic
KELLY BRENNAN

KELLY BRENNAN

Tampa,FL

Summary

Strategic Customer Success Manager with 10+ years of experience in B2B SaaS and enterprise software. Passionate about maximizing customer value through data-driven insights and fostering strong relationships. Skilled in streamlining workflows, driving customer retention, and uncovering growth opportunities. Excel at cross-departmental collaboration to ensure customer success and consistently exceed targets, delivering measurable impact.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Strategic Customer Success Manager

PandaDoc
01.2017 - Current
  • Company Overview: SaaS Company, E-signature Software
  • Manage and expand a customer base of over $2M in annual recurring revenue
  • Actively connect with a portfolio of 85% clients to grasp their specific requirements, ensuring a smooth onboarding process and continuous utilization of PandaDoc's document automation and e-signature solutions
  • Function as a reliable customer advisor, offering tailored advice, KPI metrics, EBRs, and best practice meetings to optimize clients' document workflows and extract maximum value from the platform
  • Consistently achieve between 110% and 120% net revenue retention by identifying and addressing crucial pain points, leading to improved retention and enhanced customer loyalty
  • Consistently surpass quarterly upsell and renewal targets, driving revenue growth and uncovering expansion opportunities
  • Present data-driven insights to clients, demonstrating the positive impact of PandaDoc on their document workflow efficiency, leading to increased customer engagement and platform usage
  • Proactively engage with new clients to understand their specific needs, ensuring seamless onboarding onto PandaDoc's document automation and e-signature solutions
  • Play a pivotal role in gathering and relaying customer feedback to the product team, influencing the development of new features and enhancements that aligned with client needs and preferences
  • Conduct weekly best practice sessions, serving as a mentor to onboard and guide new Customer Success Managers
  • SaaS Company, E-signature Software

Onboarding Specialist

Community Brands
10.2013 - 01.2017
  • Company Overview: Nonprofit Membership Management Software (SaaS)
  • Directed over 400 end-to-end website launch projects in collaboration with Executive Directors, ensuring adherence to timelines and delivery of milestones
  • Orchestrated video training sessions for newly onboarded clients and their teams, personally overseeing the onboarding process to optimize success rates
  • Contributed to the development of a comprehensive technical manual for efficiently onboarding new teams
  • Proactively identified potential bottlenecks and challenges in the onboarding process
  • Assisted in coordinating and overseeing the website launch process, including DNS record management, while diligently monitoring status throughout the week to ensure a smooth and comprehensive resolution of any remaining tasks
  • Acted as a primary point of contact during the onboarding journey, addressing inquiries promptly and resolving any issues, resulting in high client confidence and trust
  • Managed onboarding processes, training and supporting an average of 50 customers per quarter
  • Nonprofit Membership Management Software (SaaS)

Customer Support Specialist

Community Brands
01.2012 - 01.2013
  • Company Overview: Nonprofit Membership Management Software (SaaS)
  • Successfully resolved over 2000 customer cases, receiving positive ratings from clients for effective issue resolution and customer-centric service
  • Expertly resolved customer issues using clear, courteous, and straightforward communication, consistently upholding the highest level of professionalism
  • Demonstrated a strong commitment to customer satisfaction by diligently following up with clients, ensuring their needs were met and any concerns were addressed promptly
  • Managed a high volume of daily support requests, averaging over 30 inquiries, encompassing billing questions, technical support, and handling customer escalations
  • Collaborated closely with team members to exceed customer service requirements, contributing to a cohesive and customer-focused support environment
  • Maintained efficient phone handling, answering calls promptly to minimize delays and potential abandoned calls, showcasing dedication to responsive customer service
  • Nonprofit Membership Management Software (SaaS)

Skills

  • Gong
  • G Suite
  • Salesforce
  • Strategic Planning
  • Hubspot
  • Catalyst
  • Customer onboarding
  • Client advocacy
  • Customer retention
  • Data presentation
  • Product feedback
  • Account management

Certification

  • Customer Success Certification, Sales Assembly
  • Achievement in Sales Mastership, Winning By Design

Honors And Awards

PandaDoc President's Club Member, 2022, 2023, Exceeded individual retention and upsell target by 150%. Highest retention rate for the quarter of nomination.

Timeline

Strategic Customer Success Manager

PandaDoc
01.2017 - Current

Onboarding Specialist

Community Brands
10.2013 - 01.2017

Customer Support Specialist

Community Brands
01.2012 - 01.2013

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KELLY BRENNAN