Nicholas Tyson
Houston,TX
Summary
Experienced leader with over a decade in team management and customer satisfaction across multiple sectors. Proven success in enhancing staff performance and streamlining operations to exceed expectations. Strong focus on retail operations and team development, ready to drive results in a retail leadership role.
Overview
16
16
years of professional experience
Work History
Vice President & Head of Customer Success
TaxDome
Houston, TX
03.2024 - 03.2025
- Managed a national customer success team of over 40 members, driving 95% satisfaction and 20% year-over-year expansion revenue.
- - Built a coaching program to improve performance by 25% within three months of onboarding.
- Implemented SOPs across service and account management that reduced churn by 18%.
- Played a key role in daily operations, escalations, and maintaining service excellence, parallel to high-volume retail operation
- Formulated policies that improved operational efficiency and productivity.
- Provided oversight of all departments in order to ensure smooth operation of daily activities.
- Implemented process improvement procedures that resulted in cost savings across the board.
Head of Customer Success
Tekmetric
Houston, TX
05.2023 - 02.2024
- Directed cross-functional service teams while managing large-scale process changes.
- Reduced average resolution time by 30% while increasing satisfaction scores to 92%.
- Applied floor leadership principles to manage time-sensitive escalations and staff accountability.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Established processes for measuring customer satisfaction rates across multiple channels.
- Established strong relationships with clients through regular communication and follow-up activities.
Director, Customer Success
SmartVault
Houston, TX
04.2019 - 05.2023
- Directed global service operations, onboarding, education, and support for thousands of users.
- Delivered training programs that enhanced retention and surpassed CSAT goals.
- Managed a growing team through peak seasons, effectively handling retail Q4 demands.
- Developed comprehensive strategies to enhance operational processes and efficiency.
- Oversaw daily organizational operations, ensuring adherence to laws and regulations.
- Analyzed customer feedback data to identify trends in product performance and service issues.
Senior Manager, Customer Success
AvidXchange
Houston, TX
08.2017 - 04.2019
- Led a team of 3+ managers, supporting hundreds of customer accounts effectively.
- Created comprehensive reports on project progress for senior management review.
- Monitored competitor activities to anticipate industry changes and design response measures.
- Established robust communication channels between departments to enhance collaboration.
- Championed performance management initiatives, increasing renewal rates by 15%.
- Developed reporting frameworks to track team KPIs and incentivize high performers.
Account Manager
AvidXchange
Houston, TX
05.2016 - 08.2017
- Prepared monthly financial statements for each account.
- Analyzed client data and identified opportunities for growth.
- Provided technical assistance during product demonstrations or presentations.
- Drafted proposals outlining services, costs, and benefits for prospective customers.
- Monitored industry trends and made recommendations for changes in strategy accordingly.
- Negotiated contracts with clients to maximize revenue potential.
- Attended trade shows and conferences as a representative of the company.
- Created comprehensive reports on account performance and presented them to senior management.
- Collaborated with marketing team to develop promotional materials for clients.
Project Coordinator
AvidXchange
Houston, TX
11.2015 - 05.2016
- Collaborated with senior leadership on strategic planning initiatives related to future projects.
- Contributed ideas towards process improvements that would increase efficiency or productivity levels.
- Developed and implemented project plans, established timelines, tracked progress and ensured deadlines were met.
Software Implementation Specialist
Insperity
Kingwood, Texas
01.2015 - 11.2015
- Performed data migration from existing systems into new systems.
- Maintained a comprehensive knowledge base of frequently asked questions regarding product usage.
- Developed software implementation plans for clients based on their business objectives.
- Conducted system tests to ensure that all components are working properly prior to release.
- Monitored customer feedback regarding implementation projects and provided timely responses.
Inside Sales Representative
Insperity
Kingwood, Texas
01.2013 - 01.2015
- Generated leads through cold calling potential clients.
- Provided customers with product information, pricing and availability.
- Solicited feedback from customers on product features and service levels.
- Developed and maintained relationships with key customers to ensure customer satisfaction.
- Contributed ideas for improving internal processes related to sales operations.
- Exceeded Sales Quotas
Assistant Store Manager
The Children’s Place
Houston, TX
01.2010 - 12.2011
- Supervised retail floor operations, staff scheduling, and opening/closing duties.
- Coached team members to exceed daily sales goals, and deliver a great customer experience.
- Led seasonal merchandising resets, and ensured operational readiness during peak periods.
Sales Assistant
Gap
Houston, TX
01.2009 - 01.2010
- Consistently exceeded sales targets while delivering exceptional customer service in high-volume retail.
- Executed cashier duties, processing payments and issuing receipts with accuracy.
- Maintained merchandising standards and organized stockroom efficiently according to layout.
- Supported various tasks, including stocking shelves, managing displays, and operating registers.
Education
Bachelor - General Studies
Lamar University
Beaumont, TX06-2015
Skills
- Team leadership and coaching
- Customer success
- Process improvement
- Retail operations and inventory management
- Visual merchandising and store presentation
- Sales growth and KPI achievement
- Customer satisfaction and retention
- Conflict resolution and service recovery
- Training and onboarding
- High-volume management
References
References available upon request.
Timeline
Vice President & Head of Customer Success
TaxDome
03.2024 - 03.2025
Head of Customer Success
Tekmetric
05.2023 - 02.2024
Director, Customer Success
SmartVault
04.2019 - 05.2023
Senior Manager, Customer Success
AvidXchange
08.2017 - 04.2019
Account Manager
AvidXchange
05.2016 - 08.2017
Project Coordinator
AvidXchange
11.2015 - 05.2016
Software Implementation Specialist
Insperity
01.2015 - 11.2015
Inside Sales Representative
Insperity
01.2013 - 01.2015
Assistant Store Manager
The Children’s Place
01.2010 - 12.2011
Sales Assistant
Gap
01.2009 - 01.2010
Bachelor - General Studies
Lamar University
Similar Profiles
Karen A L V A R E ZKaren A L V A R E Z
Customer Success Account Manager at TaxDomeCustomer Success Account Manager at TaxDome
Bros King CayanongBros King Cayanong
Customer Care Representative at TaxDomeCustomer Care Representative at TaxDome
Elisabetta Radicati Do BrozoloElisabetta Radicati Do Brozolo
Country Manager - Italy at TaxDomeCountry Manager - Italy at TaxDome
Chukwunyereze EneChukwunyereze Ene
Chart Retrieval Specialist at EpisourceChart Retrieval Specialist at Episource
Daniel PerezDaniel Perez
Medical Lab Technician (Lead Tech) at HCA Clear Lake Regional Medical CenterMedical Lab Technician (Lead Tech) at HCA Clear Lake Regional Medical Center