Kerry Schenck
Portland,OR
Summary
Exceptional leader and client advocate who regularly exceeds goals; specializing in successful software implementation and customer retention, with a passion for building and maintaining client relationships, and coaching teams.
Overview
12
12
years of professional experience
Work History
Senior Product Specialist (Professional Services)
SurveyMonkey
02.2021 - 08.2023
- Managed a portfolio of 6 B2B Enterprise accounts engaging in market research, executing $500K in quarterly post-sale business
- Proactively anticipated client needs with research and interviews, contributing an additional $70K in quarterly upsell opportunities
- Tracked and investigated customer pain-points to create and implement team-wide data collection practices, boosting service NPS by 2-points
- Collected benchmark and KPI data, analyzed trends, and developed strategies based on metrics to help clients achieve research goals
- Oversaw implementation projects, managed technical and service staff for optimal success
- Created relationships with multiple contacts for churn prevention
- Interviewed and manage junior staff on select accounts
Social Services First Responder (Child Welfare)
State Of Oregon
03.2019 - 02.2021
- Interview clients, families, and public service professionals to analyze situational data and develop appropriate agency response
- Coordinate with police, medical, and external agencies to influence and harmonize urgent client safety plans
- Consult extensively with clients to tailor escalation methods and provide customized guidance, fostering family participation and effective interventions
- Provide crisis counseling and intervention services to clients in emergency situations
Program Manager (Customer Success)
SurveyMonkey
08.2015 - 07.2018
- Built and implemented Gold subscriber adoption and engagement program, effectively reducing churn by 22% through ground-up automated email content and solution-driven support.
- Created and promoted internal feedback infrastructure to capture over-arching customer pains.
- Leveraged feedback data to advocate return of platform Print-to-PDF feature, effectively reducing support tickets by 15% and cutting quarterly labor costs by $20K upon reinstatement
- Communicated regularly with clients to understand needs, evaluate current product use and cross-sell new products.
- Demonstrated strong story-telling and presentation skills to illustrate platform ROI and inspire customer use cases.
- Developed and maintained logistics workflows, procedures and reports that resulted in permanent program adoption.
Enterprise Support Representative
SurveyMonkey
10.2013 - 08.2015
- Offered thought leadership and support to B2B Enterprise customers over phone and video; surpassing team quotas within 6 months in role, and simultaneously exceeding SLA and CSAT standards across 100-person team.
- Actively listened to customers, handled concerns quickly and escalated technical issues to product teams for resolution.
Customer Success Associate
Groupon
01.2012 - 08.2013
- Managed a portfolio of 20 accounts to identify and eliminate service obstacles impacting campaign success.
- Collaborated with clients to create and implement service strategies that halted 90% of portfolio refunds, and simultaneously doubled Groupon redemptions
- Built and repaired strained partner relationships to grow new contract opportunities, driving 80% to book future campaigns.
- Monitored and evaluated interventions to measure effectiveness and recommend improvements across support, legal, and product teams.
Customer Support Representative
Groupon
03.2011 - 02.2012
- Led customers through UX and service-related product issues over phone and email, providing technical assistance in line with company use policies.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
- Outperformed SLA and quality standards across a 600-person team, resulting in early promotion.
Education
Bachelor of Arts - Sociology
Oregon State University
Corvallis, United States06.2009
Skills
- Process builder
- Conflict resolution expert
- Create & exceed KPIs
- Retention & renewals
- Product training for non-technical audiences
- ROI presentation
- Strong interdepartmental communication
- Project management
- B2B Enterprise experience
Timeline
Senior Product Specialist (Professional Services)
SurveyMonkey
02.2021 - 08.2023
Social Services First Responder (Child Welfare)
State Of Oregon
03.2019 - 02.2021
Program Manager (Customer Success)
SurveyMonkey
08.2015 - 07.2018
Enterprise Support Representative
SurveyMonkey
10.2013 - 08.2015
Customer Success Associate
Groupon
01.2012 - 08.2013
Customer Support Representative
Groupon
03.2011 - 02.2012
Bachelor of Arts - Sociology
Oregon State University
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