Kenneth Mercogliano
Franklin,MA
Summary
Accomplished Customer Success Manager with expertise in client relationship management and strategic planning at Electric. Led a high-value portfolio, achieving an impressive 100% client renewal rate and the highest annual recurring revenue. Proficient in utilizing Salesforce and recognized for strong leadership and mentoring capabilities, driving team performance and client satisfaction.
Overview
12
12
years of professional experience
Work History
Customer Success Manager
Electric
Remote
12.2021 - 11.2023
- Enhanced customer engagement by demonstrating product value and efficient use of processes.
- Oversaw highest annual recurring revenue portfolio within Customer Success team.
- Worked in partnership with Account Directors to maintain strategic alignment with customer's objectives.
- Leveraged expert knowledge of Electric's products to help customers maximize value, advising on best practices and new product features.
- Designated 'Bolt Buddy' for mentoring five Customer Success Managers during initial year.
- Honored with peer-nominated 'Helping Hand Award' recognizing leadership and teamwork.
Customer Success Manager
Workhuman
Framingham, USA
11.2020 - 12.2021
- Oversaw $30 million portfolio encompassing 15 clients, delivering optimal value from solutions.
- Provided new hire training within CS Enablement team, focusing on subject matter expertise.
- Participated in a focus group to roll out Salesforce Lightning to the Customer Strategy team, assisting in product training and rollout.
- Enhanced client satisfaction by implementing effective relationship management strategies.
- Renewed key client contracts, and identified upsell opportunities for increased revenue.
Client Success Manager
Virgin Pulse
Providence, USA
10.2017 - 11.2020
- Managed a $4 million book of business, ensuring robust health and wellness cultures for client organizations.
- Achieved consistent 100% client account renewal rate with strategic engagement.
- Attained 9.2/10 in client satisfaction within the initial year through remarkable service.
- Served as a mentor/trainer for new hires, and worked on cross-functional teams to improve processes and efficiency.
- Collaborated with product development teams to incorporate customer feedback into new releases.
- Worked in tandem with clients to cultivate and implement strategic processes, offering vital tools to promote success.
Alternative Investments Client Relations
JP Morgan Chase
Boston, USA
09.2014 - 06.2017
- Managed a $1 billion book of business, exceeding client expectations with proactive relationship management.
- Acted as the primary point of contact for high-profile clients, resolving issues, and producing key reports for stakeholders.
- Addressed customer questions and concerns regarding products and services.
Securities Lending Operations Associate
State Street Bank & Trust
Boston, USA
05.2011 - 12.2013
- Managed daily operations for securities lending, driving innovation through process improvements.
- Developed new electronic procedures that were adopted by offshore teams to improve efficiency.
Education
Bachelor of Science - Business Administration, Finance
Cambridge College
Cambridge, MASkills
- Client Relationship Management
- Leadership
- Strategic Planning and Analysis
- Communications and Presentations
- Process Improvements
- Client Services
- Operations Management
- Success Strategy and Workflows
- Business Development
- Negotiation
- Customer retention
- Up-sell and identify opportunities
- Regulatory compliance
- Quality Assurance
- Complex problem solving
- Data Analysis
- Client Success Tools: Salesforce
- Client Success Tools: Gainsight
- Client Success Tools: Jira
- Client Success Tools: Confluence
- Data Analysis: Tableau
- Data Analysis: Looker
- Productivity: Microsoft Office Suite
- Productivity: Google Workspace
- Productivity: Slack
- Productivity: Asana
- Productivity: Zapier
Websites
Additional Relevant Experience
District Manager, Abercrombie & Fitch
Timeline
Customer Success Manager
Electric
12.2021 - 11.2023
Customer Success Manager
Workhuman
11.2020 - 12.2021
Client Success Manager
Virgin Pulse
10.2017 - 11.2020
Alternative Investments Client Relations
JP Morgan Chase
09.2014 - 06.2017
Securities Lending Operations Associate
State Street Bank & Trust
05.2011 - 12.2013
Bachelor of Science - Business Administration, Finance
Cambridge College
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