Summary
Overview
Work History
Education
Skills
Certification
Affiliations
Timeline
Generic

Kelsey Hendrix

Atlanta,Georgia

Summary

Results-driven Customer Success professional skilled in trend analysis and risk reporting, and renowned for exceptional cross-functional collaboration. Expertise in driving resolutions and fostering executive stakeholder relationships showcases a unique blend of analytical and interpersonal skills.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Senior Escalation Manager

Salesforce
Atlanta, USA
11.2021 - Current
  • Served as single point of escalations (red accounts) for $84B TMT Portfolio
  • Drove resolution of both short-term and ongoing customer challenges.
  • Facilitated communication across multiple departments including Product, CSG, Renewals and Sales
  • Produced tailored recommendations to executive stakeholders to address risk based on comprehensive evaluations of trends and industry research
  • Communicated with senior executives both within and outside the organization
  • Led initiatives to enhance business processes and efficiencies through creation of a CoE within the Escalations team
  • Directed the implementation of a new technology experience designed to improve processes and efficiencies
  • Formed and guided a cross-functional taskforce to identify and resolve product-related issues
  • Collaborated with product teams to provide a feedback loop on Voice of Customer insights.

High Touch Success Manager

Salesforce
Atlanta, USA
07.2019 - 11.2021
  • Worked with large-scale, technologically complex accounts to enhance adoption
  • Built success plans and journey maps designed to improve customers health and adoption of Salesforce products
  • Provided expertise to Account Teams on the value proposition of Salesforce Success Plans
  • Demonstrated ability to expand ACV in key accounts and minimize attrition risk
  • Cultivated strong partnerships with key business and IT stakeholders, gaining deep expertise in customers implementations

Success Manager

Springbot
Atlanta, USA
04.2018 - 07.2019
  • Oversaw portfolio of over 50 SMB e-commerce clients, focusing on upselling, reducing attrition rates and combatting churn
  • Aligned customer objectives with mutually agreed KPIs using the Springbot platform
  • Collaborated with product team and customer focus groups to test beta features

Education

Bachelor of General Studies -

Georgia Southern University

Skills

  • Client retention strategies
  • Trend analysis and risk reporting
  • Excellent written and verbal communication
  • Cross-functional collaboration
  • Project Management
  • Process improvement
  • Customer advocacy
  • Attention to detail

Certification

  • Salesforce Certified AI Associate
  • Salesforce Certified Administrator
  • Salesforce Certified Sales Cloud Consultant
  • Salesforce Certified Service Cloud Consultant

Affiliations

  • Cultureforce Lead
  • Volunteer (Story Pirates)
  • Onboarding Guide

Timeline

Senior Escalation Manager

Salesforce
11.2021 - Current

High Touch Success Manager

Salesforce
07.2019 - 11.2021

Success Manager

Springbot
04.2018 - 07.2019

Bachelor of General Studies -

Georgia Southern University

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Kelsey Hendrix