Kylie Harrison-Huetter
San Antonio,TX
Summary
Customer Success Manager with 6 years of experience in strategic account management and revenue growth strategies. Expert in client relations, project management, and cross-functional collaboration. Orchestrated seamless management of multiple Strategic Accounts, overseeing $3.5M Monthly Recurring Revenue and spearheaded end-to-end project management. Seeking a Sales Operations Analyst position at a tech company, where I can leverage my client management and project management skills to drive sales process efficiency and support the achievement of business goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Success Manager IV
Rackspace Technology
01.2022 - Current
- Orchestrated seamless management of multiple Strategic Accounts, overseeing $3.5M Monthly Recurring Revenue, known as the go-to contact for all critical matters
- Engineered revenue growth strategies while fortifying customer relationships, resulting in a harmonious balance between financial gains and client satisfaction
- Spearheaded end-to-end project management, guiding initiatives from contract inception to tangible delivery, ensuring utmost client contentment at every milestone
- Formulated and implemented a client-centric approach, continuously adapting to the dynamic needs and preferences of high-profile accounts, resulting in a substantial 35% surge in Net Promoter Scores and a 25% increase in customer lifetime value
- Championed cross-functional collaboration, orchestrating comprehensive strategies and executing large-scale infrastructure projects, laying the groundwork for seamless global launches
- Orchestrated the development of strategic Account Plans, engaging C-suite executives to align on business goals, mitigate risks, and drive organic growth; achieved a 20% increase in revenue within the first quarter.
Customer Success Manager III
Rackspace Technology
11.2019 - 01.2022
- Orchestrated Quarterly Business Reviews, driving alignment and maximizing mutual value alongside C-Suite executives
- Created strategic success plans for my client base that resulted in 100% customer outreach
- Communicated with 5 functions including logistics, customer service, and finance regularly, to ensure daily success
- Overhauled accounting processes, navigating complex systems and tailoring invoicing solutions to accommodate diverse client requirements
- Ensured financial transparency and satisfaction
- Pioneered cost optimization initiatives, leveraging insights to streamline operations and mitigate capacity constraints
- Aligned services with customer budgetary constraints.
Account Manager II
Rackspace Technology
04.2018 - 11.2019
- Demonstrated exceptional performance, swiftly advancing through two promotions within a span of under two years, a testament to unwavering dedication and impactful contributions
- Fostered a culture of excellence by mentoring and onboard account managers, equipping them with the necessary tools and knowledge to excel in their roles and contribute to organizational success
- Developed sales pitches and communication strategies resulting in 120% monthly sales increase rate.
Contract & QA Specialist II; Revenue Operations, Billing
Rackspace Technology
04.2013 - 04.2018
- Serve as the definitive Subject-Matter Expert for all Billing and Contract processes, offering comprehensive guidance and resolving inquiries with precision and efficiency
- Act as the primary liaison for Strategic Accounts, promptly addressing inquiries and concerns to uphold exceptional customer satisfaction and retention
- Cultivate and maintain strong, transparent communication channels with dedicated accounts throughout the month, fostering trust and rapport while ensuring alignment with their evolving needs
- Collaborate seamlessly with internal and external support teams and stakeholders to facilitate smooth and accurate customer transactions, guaranteeing a seamless experience for our valued clients
- Adhere rigorously to operational protocols while efficiently managing time and resources, ensuring the timely completion of tasks, projects, and overarching goals
- Play a pivotal role in User Acceptance Training sessions, contributing expertise and insights to ensure a successful launch of new tools and billing systems across all segments of Rackspace, enhancing operational efficiency and client satisfaction.
Account Manager
The Scooter Store
07.2010 - 03.2013
- Orchestrated end-to-end account management, serving as the primary point of contact from the initial customer call
- Increased 40% of customer satisfaction and sales potential by cultivating and enhancing internal product management
- Fostered regular bi-weekly communication between customers and physicians to ensure seamless collaboration and alignment
- Developed and executed a proactive customer feedback strategy, resulting in a 20% reduction in customer complaints and a 30% increase in overall customer satisfaction score
- Upheld exceptional Net Promoter Scores, thereby safeguarding long-term customer satisfaction and loyalty.
Education
Bachelor of Science -
The University of Texas At San Antonio
Skills
- Client Relations
- Data Analysis
- Strategic Planning
- Project Management
- Customer Account Management
- KPIs
- Cross-functional Collaboration
- CRM
- Microsoft Office
- Sales Forecasting
- Salesforcecom
- Lead Generation
Accomplishments
- Seamless Strategic Account Management: Orchestrated seamless management of multiple Strategic Accounts overseeing $3.5M Monthly Recurring Revenue
- Harmonious Revenue Growth: Engineered revenue growth strategies fortifying customer relationships, resulting in a harmonious balance between financial gains and client satisfaction
- End-to-End Project Management: Spearheaded end-to-end project management, guiding initiatives from contract inception to tangible delivery ensuring utmost client contentment
- Exceptional Sales Increase Rate: Developed sales pitches and communication strategies resulting in 120% monthly sales increase rate
Certification
- Generative AI for Business Leaders - 10/2023
- Artificial Intelligence and Business Strategy - 10/2023
- Managed Public Cloud Foundations - 06/2019
- AWS Certified Developer - Associate - 03/2019 - Amazon
- Technical Professional - 03/2019 - Amazon
- Azure Sales Fundamentals - 03/2019 - Microsoft
- Google Cloud Sales Fundamentals - 01/2019 - Google
Timeline
Customer Success Manager IV
Rackspace Technology
01.2022 - Current
Customer Success Manager III
Rackspace Technology
11.2019 - 01.2022
Account Manager II
Rackspace Technology
04.2018 - 11.2019
Contract & QA Specialist II; Revenue Operations, Billing
Rackspace Technology
04.2013 - 04.2018
Account Manager
The Scooter Store
07.2010 - 03.2013
Bachelor of Science -
The University of Texas At San Antonio
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