Summary
Overview
Work History
Education
Skills
Continuous Development
Timeline
Generic

KENDALL KNOX

Meridian,MS

Summary

Results-driven Customer Success Manager that increased retention 20% across 2,000+ healthcare consumers through unified success plans spanning clinical, technology, and operations teams improving population health outcomes | Resourceful with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.

Overview

10
10
years of professional experience

Work History

Customer Success Outreach Strategist

IRIS Healthcare
07.2022 - 12.2023
  • Partnered across clinical, technology, and operations teams to create unified customer success plans that increased patient retention by 20% and improved population health outcomes through ensuring coordinated care education on evidence-based protocols.
  • Implemented customer intelligence procedures leveraging analytics tools such as Salesforce and Tableau, analyzing patient interaction patterns to systematically identify at-risk cases, tailor effective outreach programs, and enable targeted issue resolution increasing satisfaction scores to 90% for over 2,000 healthcare consumers.
  • Designed and rolled out customer success training for a 20 member nurse outreach team on aligning activities to quality measures and patient priorities which were credited by leadership for a 15% increase in value-based reimbursements over 6 months based on rising clinical engagement metric performance.
  • Handled professional development for staff focused on empathic communication techniques and evolving care standards which directly led to both velocity and depth of patient issue troubleshooting and health goal progress tracking based on the amount of actionable data captured increasing by 30% over 8 months.

Customer Success Lead

Anderson Regional Health System
03.2015 - 05.2022
  • Established highly collaborative Communities of Practice comprising client services, technology, and operations team members to identify needed capabilities and resources resulting in 20% faster resolution of customer issues and 10% higher customer satisfaction over 2 years based on survey feedback.
  • Designed and facilitated immersive customer success training for 15 team members grounded in business priorities, data integrity protocols, and customer journey analysis which directly fed into development of standardized procedures reducing duplicative efforts to capture customer data by 30%.
  • Led continuous process improvements by thorough review of operational data flows and identification of failure points leveraging Excel analytics leading to implementation of automated alerts and handoff mechanisms decreasing rework by 25% over 18 months based on internal productivity metrics.
  • Produced easily understandable monthly management reports spotlighting utilization trends, emerging training gaps, and opportunities to proactively improve customer experience which were regularly used by leadership to realign learning programs credited for a 12% improvement in first contact issue resolution rates over 1 year verified by quality assurance evaluation.

Customer Success Sales Executive

Sam's Club
06.2014 - 03.2015
  • Drove 35% YoY growth in upsell and cross-sell revenue within assigned enterprise accounts over a 9 month period by conducting quarterly business reviews to identify expansion opportunities and guide stakeholders on high-ROI adoption paths.
  • Achieved 110% of ambitious quarterly renewal targets during the 9 month tenure by demonstrating solution value through custom ROI analyses and collaborating with technical teams to accelerate integrations serving their long-term roadmap.
  • Designed and led a sales onboarding program leveraging firsthand success tactics from onboarding top talent which resulted in 80% of new hires ramping to quota attainment within 5 months of the 9 month program duration.
  • Established trusted advisor status quickly within strategic accounts by maintaining knowledge on solution direction gained from participating in customer advisory panels which led to securing expansion deals adding net new value before end of year one renewal cycle.

Education

Associate's Degree in Information Technology -

East Central Community College
Decatur, MS

Skills

  • Customer Relationship Management (CRM)
  • Customer Engagement
  • Customer Retention
  • Customer Service & Support
  • Business Development
  • Data Analysis
  • Revenue Growth
  • Churn Mitigation
  • Performance Metrics & KPIs
  • Account Management
  • Customer Onboarding
  • Strategic Planning
  • Sales
  • Team Leadership
  • Salesforce
  • Hubspot
  • MS Teams
  • Zoom
  • MS Office

Continuous Development

  • Introduction to Career Skills in Data Analytics; Gained Foundational Knowledge on Data Analysis, Business Intelligence, Data Visualization and Data Management
  • Data Analytics: Graph Analytics; Gained Foundational Knowledge on Using Graph and Network Analytics in analyzing data
  • Google Professional Project Management Certificate; Gained In-depth Knowledge on Project Management, Change Management, Project Management Methodologies (Agile & Scrum)
  • Introduction to Azure; Gained Foundational Knowledge on Cloud Computing and MS Azure

Timeline

Customer Success Outreach Strategist

IRIS Healthcare
07.2022 - 12.2023

Customer Success Lead

Anderson Regional Health System
03.2015 - 05.2022

Customer Success Sales Executive

Sam's Club
06.2014 - 03.2015

Associate's Degree in Information Technology -

East Central Community College

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KENDALL KNOX