Kevin Jenkins
Atlanta,GA
Summary
Dynamic Senior Customer Success Manager at CoStar Group with a proven track record in driving NPS and retention through innovative service delivery strategies. Expert in KPI ownership and cross-functional collaboration, I excel in enhancing customer experiences and leading organizational transformation initiatives. Passionate about process optimization and relationship management.
Overview
21
21
years of professional experience
Work History
Senior Customer Success Manager
CoStar Group
Atlanta, Georgia
02.2014 - 11.2025
- Scaled onboarding and service operations for new and existing offerings.
- Managed large, geographically dispersed teams, including seasonal hiring waves.
- Directed operational and quality performance across multiple customer success groups.
- Owned KPIs: Quality of Service, NPS, Retention, Resolution Rate, SLA, Utilization, Handle Time.
- Partnered with executives and cross-functional teams to drive strategy and long-term planning.
- Championed process innovation and scalability initiatives with product, ops, and technology teams.
- Led organization-wide change management for new systems, policies, and workflows.
Lead Customer Service & Vendor Support Specialist
TriCore
New York, New York
06.2004 - 01.2014
- Supported service delivery operations, improving customer experience and workflow alignment.
- Assisted with staffing, scheduling, and daily operational oversight.
- Tracked performance metrics and provided actionable insights to leadership.
- Contributed to process improvements that increased efficiency and customer satisfaction.
Education
Bachelor of Business Management -
New York University
01.1992
Skills
- Customer Success Strategy
- Relationship Management
- Service Delivery Leadership
- Contact Center Operations
- Vendor Management
- BPO Management
- Partner Performance
- Onboarding
- Value-Added Services Programs
- KPI Ownership
- NPS
- Retention
- SLA
- Resolution
- AHT
- Process Optimization
- Continuous Improvement
- Change Management
- Organizational Transformation
- Executive Communication
- Cross-Functional Collaboration
Timeline
Senior Customer Success Manager
CoStar Group
02.2014 - 11.2025
Lead Customer Service & Vendor Support Specialist
TriCore
06.2004 - 01.2014
Bachelor of Business Management -
New York University