Kevin Dones
Houston,TX
Summary
Highly motivated and results-oriented Customer Success Manager with 4+ years of experience in managing customer relationships, driving customer engagement, and increasing customer retention. Skilled in building strong relationships with customers and cross-functional teams, identifying customer needs, and providing solutions to meet those needs.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Online Client Success Supervisor
SMCP USA
09.2021 - 03.2023
- Managed a portfolio of 20+ clients, ensuring they achieved their desired outcomes and received maximum value from our products and services.
- Collaborated with cross-functional teams to identify opportunities for product and service improvements based on customer feedback.
- Work closely with sales and marketing teams to ensure seamless customer onboarding processes.
- Develop and maintain strong relationships with key stakeholders within each client organization.
- Analyze customer usage data to identify trends and opportunities for upsell and cross-sell.
Chief of Staff/Finance Manager
Kevin Murray LLC
05.2021 - 02.2022
- Managed a portfolio of 70+ customers, resulting in 30% increase in customer retention.
- Attended meetings to make informed business decisions, provide administrative support and evaluate progress toward goals and objectives.
- Supervised staff and participated in hiring, training and performance evaluations to establish and enforce policies and procedures for business functions.
- Performed financial and managerial analyses to evaluate data and make recommendations, prepare financial reports and projections and conduct presentations.
- Developed analytical frameworks, data models and relevant insights to support prioritization, scoping and effective decision-making throughout organization.
- Worked closely with product and engineering teams to identify and resolve customer issues.
- Developed and delivered customer training programs to increase product adoption and usage.
- Conducted regular business reviews with customers to discuss their goals, challenges, and opportunities for growth.
- Created and maintained a customer success playbook to ensure consistency and scalability across the organization.
Education
MBA - Accounting And Finance
Bauer College of Business
Houston, TX05.2023
Bachelor of Science - Accounting And Finance
University of Houston
Houston, TX05.2021
Skills
- Strong interpersonal and communication skills
- Ability to build and maintain relationships with customers and cross-functional teams
- Analytical and data-driven mindset
- Proven track record of driving customer engagement and retention
- Experience with customer success software and tools, such as Salesforce, Gainsight, and Intercom
- Sales & Financial Analysis
- Management
- Proficient in Customer Research & Discovery
Certification
- CAP - Certified Administrative Professional
- CM - Certified Manager Certification
- CPA - Certified Public Accountant
Additional Information
References: Available upon request.
Timeline
Online Client Success Supervisor
SMCP USA
09.2021 - 03.2023
Chief of Staff/Finance Manager
Kevin Murray LLC
05.2021 - 02.2022
MBA - Accounting And Finance
Bauer College of Business
Bachelor of Science - Accounting And Finance
University of Houston
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