Kris Kwak
Aberdeen,United States
Summary
Knowledgeable Senior Customer Success Manager with strong background in fostering client relationships and ensuring satisfaction. Leveraged extensive customer feedback to drive process improvements and enhance service delivery. Demonstrated expertise in customer retention strategies and conflict resolution.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
PTC
07.2022 - Current
- Company Overview: PTC (NASDAQ: PTC) unleashes industrial innovation with award-winning, market-proven solutions that enable companies to differentiate their products and services, improve operational excellence, and increase workforce productivity
- With PTC, manufacturers can capitalize on the promise of today's new technology to drive digital transformation
- Spearheaded seamless customer handoffs between Enterprise Sales and CSM teams, driving timely and effective transitions
- Establish enduring partnerships with Enterprise Sales and Technical Services teams, forming a cohesive 'Account Team' to effectively represent CAD, IoT, AR, and PLM products
- Crafted strategic Account Plans aligned with customer goals and objectives, meticulously managing all customer projects, including intricate implementations, to guarantee successful outcomes
- Proactively identified, escalated, and mitigated potential risks, implementing strategic mitigation plans to safeguard customer relationships and project success
- Conducted weekly, monthly, and quarterly business reviews with customers, reinforcing ROI and identifying innovative solutions to address critical business challenges
- Nurtured customer relationships through regular calls and on-site visits, transforming customers into enthusiastic advocates for our products through referrals, case studies, and other initiatives
- Actively gathered and shared customer feedback with Product Teams, ensuring customer needs were heard throughout CAD, IoT, AR, and PLM
- Navigated internal and cross-functional teams with finesse to ensure both customer needs and business needs were met, promoting collaboration and organizational success
- Identified incremental opportunities within and across other business units; collaborated closely with Sales to pursue and win these opportunities, driving revenue growth and expanding the customer base
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
Customer Success Manager
ECI Software Solutions
12.2021 - 07.2022
- Company Overview: The ECi Software Solutions family of companies provides business and ecommerce solutions, offering on-premise and cloud-based technologies
- For 30+ years, ECi companies have served the manufacturing, office supplies, service technology, contract office furniture, lumber and building materials, hardware and jan/san sectors
- Conducting regular Customer Success On-Board meetings with strategic ECi Customers, Sales and other team members to become a trusted advisor for customers
- Responsible for understanding customer requirements, driving adoption and retention while being the Client Advocate across ECI's Organization
- Continuously work with cross-functional teams to detect and resolve issues that could increase the customer experience
- Conduct regular meetings to improve Critical Incident Engagement (supporting Escalation Team in client Management/Communication)
- Hold monthly support case reviews to drive resolution with technical issues
- Track Product Enhancement Requests (Ideas Portal) and serve as Voice of the Customer at ECi
- Proactive notification of product releases and issues as available to customer to maximize value
- Proactively manage multiple accounts to ensure customer's success in maintenance and support renewal, adoption of products, customer health and overall satisfaction
- Identify opportunities for up-sell, alongside sales and account management team
- Establish and maintain personal relationships with key influencers and decision makers
Customer Retention Manager
ECI Software Solutions
08.2017 - 12.2021
- Meet and exceed customer retention, renewal and customer churn targets
- Help prepare monthly customer retention/churn report for management, provide analysis of trends and forecasting future performances
- Continuously work with cross-functional teams to detect and resolve issues that could increase the customer experience
- Identify product enhancement opportunities along with threats to the overall business
- Position and sell Customer Maintenance Renewal Agreements to assigned territory (U.S, Australia and Europe)
- Complete customer satisfaction by proactively ensuring that all assigned customers receive value from their maintenance agreement
- Lead and manage maintenance renewal campaigns from identifying opportunities, to orchestrating resources, to structuring the financial aspects of the deal along with negotiating and closing the maintenance renewal sale
- Strong collaboration with sales, support and professional service teams to deliver revenue target and leverage the renewal cycle to drive additional license and services projects
- Establish and maintain personal relationships with key influencers and decision makers
- Reduced customer churn by 10% in 2021
- Over $90,000 saved for the company
- Reduced customer churn by 17% in 2019
- Over $120,000 saved for the company
Customer Advocacy Specialist
Calabrio, Inc.
01.2015 - 01.2017
- Company Overview: Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through the contact center
- The integrated Calabrio ONE software suite - including call recording, quality management, workforce management and analytics solutions - empowers contact centers of all sizes to optimize agent performance and liberate the data that provides true insight into the voice of the customer
- My role as the Customer Advocacy Specialist is to help build and define the Calabrio Advocacy program
- I provide input on the strategy and tactical planning to coordinate ongoing communications and lifecycles of existing Calabrio customers through the program
- While continuing to establish broader relationships with current customers, I leverage campaigns and other programs to help generate new customer advocates
- Working across all departments within the company to coordinate customer outreach to engage in cooperation with case studies, testimonials, joint webinars and other speaking opportunities
- Built and started the Calabrio Champions Network, a customer advocacy/insights marketing program that grew to over 380 customers
- Lead new customer advocacy program initiatives to achieve department goals
- Worked with cross-functional teams to detect and resolve issues that could increase the customer experience
- Created customer advocacy projects to foster and grow broader relationships with customers
- Compiled data and findings from various sources, including NPS, uncovering stories and concisely presenting results to drive change within the products and organization
- Used data obtained from the program to identify consumer needs and ways to improve the customer experience and NPS
- Obtained over 100 customer testimonials
- Secured over 50 new customer references for sales opportunities and analyst reports
- Secured over 20 customers for new case study opportunities
- Experience in creating customer surveys to obtain new company stats to support sales efforts
- Established broader relationships with new and existing customers to increase customer relationships
Business Development Representative
Calabrio, Inc.
01.2015 - 01.2016
- The integrated Calabrio ONE software suite - including call recording, quality management, workforce management and analytics solutions - empowers contact centers of all sizes to optimize agent performance and liberate the data that provides true insight into the voice of the customer
- Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through the contact center
- Expanded business through effective network development, identifying new, and prospective clients.
- Brought in new accounts through successful networking strategies and promotional approaches.
- Developed business pipeline using cold and warm techniques.
Enterprise Representative, Supplier Sales
SPS Commerce
01.2015 - 12.2015
- Company Overview: SPS Commerce perfects the power of trading partner relationships with the industry's most broadly adopted, retail cloud services platform
- As a leader in cloud-based supply chain management solutions, we provide proven integrations and comprehensive retail performance analytics to thousands of customers worldwide
- SPS Commerce has achieved 62 consecutive quarters of revenue growth and is headquartered in Minneapolis
- Worked closely with companies that produce $100M or more in annual revenue
- Handled global responsibility for managing revenue and corporate relationships between SPS Commerce and our most strategic customers
- Developed strong relationships with senior executives, management and customers using our solutions
- Worked with suppliers to streamline their supply chain process and improve retail relationships
- Provided superior customer service by offering accurate product information and timely follow-up in a friendly, professional manner
- Achieved targeted Hub/Retailer enablement campaign goals (varies for each campaign)
- Introduced prospective customers to SPS products and services
- Performed other duties and projects, as assigned
Account Manager
Life Time Inc.
01.2013 - 01.2015
- Achieved daily, weekly and monthly acquisition and retention goals through persistent and enthusiastic outreach
- Customized the buying experience by encouraging involvement with our people, programs and places to align with the unique needs, interests and goals of each prospective member
- Recruited new members through outbound calling and lead generation
- Initiated, developed and grew relationships with new and current members
- Leveraged new and existing relationships to maximize member referrals
Education
Bachelor of Business Administration (BBA) - Marketing
The University of North Dakota
Skills
- Key Client Relationships
- Customer Advocacy
- Software Implementation
- Customer Relationship Building
- Team Collaboration
- Customer onboarding
Certification
- Customer Success Certification
- Confronting Bias: Thriving Across Our Differences
- Excel Essential Training (Office 365/Microsoft 365)
- How to Organize Your Time and Your Life
- Gainsight End User Certification
Personal Information
Title: Senior Customer Success Manager | Strategic Account Management
Timeline
Senior Customer Success Manager
PTC
07.2022 - Current
Customer Success Manager
ECI Software Solutions
12.2021 - 07.2022
Customer Retention Manager
ECI Software Solutions
08.2017 - 12.2021
Customer Advocacy Specialist
Calabrio, Inc.
01.2015 - 01.2017
Business Development Representative
Calabrio, Inc.
01.2015 - 01.2016
Enterprise Representative, Supplier Sales
SPS Commerce
01.2015 - 12.2015
Account Manager
Life Time Inc.
01.2013 - 01.2015
- Customer Success Certification
- Confronting Bias: Thriving Across Our Differences
- Excel Essential Training (Office 365/Microsoft 365)
- How to Organize Your Time and Your Life
- Gainsight End User Certification
Bachelor of Business Administration (BBA) - Marketing
The University of North Dakota
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