Summary
Overview
Work History
Education
Skills
Timeline
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Kyle Norris

San Francisco,CA

Summary

Dynamic Account Management professional with 6 years experience in B2B SaaS solutions. Expertise in building internal & external relationships, retaining & growing key accounts and driving adoption through strategic client engagement. Quick to learn new technologies with proficiency influencing decision-makers and devising data-driven strategies in high-growth environments. Self starter with a solutions oriented & consultative approach.

Overview

7
7
years of professional experience

Work History

Market Manager

Leafly
08.2023 - Current
  • Maintain & grow quarterly revenue target to over $700K both closing new business & managing existing book of 80 brand & retail partners, meeting retention & expansion targets
  • Grow existing book of business by 15% analyzing internal data, trends, and customer information to identify targeted growth opportunities offering DTC marketing solutions for brand and retail clients
  • Present up to 10 QBR's per week to marketing & operations leadership tracking progress to date, while effectively articulating key metrics to advise platform optimization strategies & future opportunities
  • Maximize customer satisfaction by effectively coordinating service delivery for 100+ customers across territory, resulting average NPS score of 9
  • Liaise with product team to synthesize customer platform feedback & optimize customer experience, while driving rapidly changing product roadmap

Sr. Account Manager, Strategic

LeafLink
12.2021 - 01.2023
  • Expanded client book from $700K quarterly recurring revenue (QRR) to over $1M QRR managing 50 strategic brands identifying growth opportunities & working with paired AE on pressing initiatives, scaling book to $4M in ARR
  • Consistently achieved 95% quarterly retention target by leveraging client performance data trends to track real time churn risks & own contract renewal negotiations upwards of $100K+ in ARR
  • Met & exceeded quarterly adoption target of $100M gross merchandise volume (GMV) executing effective client onboarding, developing deep relationships with C-Suite stakeholders, understanding business needs, & scaling cadenced best practice resources for B2B marketplace solutions
  • Liaised with product & engineering teams to execute sensitive customer integrations & drive adoption by advising product roadmap strategy, synthesizing user feedback & optimizing customer experience
  • Successfully launched & up-sold SaaS B2B payment solutions to relevant teams & C-Suite executives, resulting in $200K of scaled revenue over 3 consecutive quarters
  • Grew monthly recurring revenue 20% strategically up-selling digital marketing solutions to top clients, optimizing B2B demand generation & driving client brand awareness at scale, while partnering with content marketing team
  • Built & led 20 QBR's per month backed with internal customer data to track progress to date, identify growth opportunities and advise strategic utilization plans, while cross-selling relevant solution offerings
  • Drove multiple large scale projects consisting of client acquisitions & expansions, partnering with cross functional teams to optimize menu integrations, meeting tight deadlines & leading to 40% revenue growth over subsequent quarters
  • Demoed & upsold competitive data analytics suites to key brands, aiding to exceeding quarterly revenue target & helping clients continue to scale through turbulent market

Customer Success Manager

JUUL Labs
06.2018 - 12.2021
  • Consistently exceeded 95% retention rate target by executing health check score outreach strategies & owning renewal negotiations, leading to exceeding goal of $5M in ARR
  • 1st CSM hire out of San Francisco, leading growth & development for the SF, Dallas, & Austin CSM teams, while leading process build outs for best practices and success metrics to accommodate 80% CSM team headcount growth in first year
  • Executed & owned platform onboarding process for assigned book of business for B2B order management platform with mid-market & enterprise merchant partners, working with legal & compliance & accelerating time to active ordering by 50%, streamlining adoption
  • Led upsell efforts for performance analytics data suite for retail & distribution clients within book of business, resulting in 20% increase in revenue 3 consecutive quarters
  • Performed effective QBR's with top revenue generating retail partners to share performance, strategize trade marketing & promotion plans while delivering impactful growth strategies catering to unique business needs
  • Project managed platform enhancement requests with product team leading to 20% revenue growth & average NPS score of 10 for three consecutive quarters
  • Built scaled marketing & client engagement initiatives for CS team by conducting A/B tests, contributing to $200K of additional revenue for 3 consecutive quarters
  • Analyzed customer sales data trends via Tableau to assess churn threats & execute retention strategy with cross functional stakeholders

Account Manager

SmartZip Analytics, Inc
10.2016 - 12.2017
  • Met & exceeded quarterly expansion KPI for 3 consecutive quarters by leading upsell efforts with Mar-Tech & SEO solutions for assigned real estate clients, while aiding to client's growth plans as key member of assigned team
  • Exceeded 92% quarterly retention goal by leading upsell efforts, owning consultative renewal negotiations & articulating key value drivers/best practices to assigned customers at scale
  • Executed quarterly business reviews to drive client engagement & demonstrate progress to date along with unique opportunities for growth leading to 95% retention rate
  • Demonstrated exceptional on-boarding process by leading webinar presentations for 30 new clients per session
  • Partnered with engineering & product teams to prioritize product enhancements by deriving actionable insights from clients & influencing product roadmap

Education

Bachelor of Arts - Economics & Accounting

University of California, Santa Barbara
Santa Barbara, CA

Skills

  • SFDC
  • Tableau
  • G-Suite
  • Outreach
  • JIRA
  • Adoption Strategies
  • Project Management
  • Consultative Selling
  • Quantitative & Data Driven Analysis

Timeline

Market Manager

Leafly
08.2023 - Current

Sr. Account Manager, Strategic

LeafLink
12.2021 - 01.2023

Customer Success Manager

JUUL Labs
06.2018 - 12.2021

Account Manager

SmartZip Analytics, Inc
10.2016 - 12.2017

Bachelor of Arts - Economics & Accounting

University of California, Santa Barbara

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Kyle Norris