Pete Kerr
Boston,MA
Summary
Visionary Senior Account Manager adept at making hard decisions and innovative critical thinking. Approachable and outgoing problem-solver with a talent for cultivating successful creative methods of increased profits and efficiency. Proven ready to take on a long-term position with up to [Number] clients managing up to [Number] junior account managers.
Overview
9
9
years of professional experience
Work History
Sr. Account Manager
Highspot
Seattle, WA
09.2020 - Current
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Developed custom solutions for customers based on their individual business objectives.
- Provided guidance on how customers can maximize the value they receive from products and services.
- Created comprehensive reports on account performance and presented them to senior management.
- Developed strategies to increase revenue from existing accounts.
- Built and maintained productive relationships with customers and internal partners.
- Oversaw multiple accounts and worked diligently to meet and exceed performance goals.
- Increased profitability and revenue by generating $[Amount] in sales.
Strategic Customer Success Manager
Textio
Seattle, WA
06.2018 - 08.2020
- Taken the lead with several internal ‘liaison’ relationships and projects
- Partner with brand team to create content for the CSM and sales teams
- Strong voice of the customer for product discussions and squads
- Creating opportunity for CSM’s to ‘mind-share’ and learn from each other’s successes and failures
- Build and retain strong partnerships with the company’s highest value customers (both revenue and logo value perspective)
- Partner with client teams to build Textio into their workflows successfully
- Identify and explore opportunities to tell customer stories with marketing & brand
- Achievements: 100% logo retention and 100%+ net retention in Q4 ’19 & Q1 ’20
- Creation of the “Peter J
- Kerr Library”.
- Developed custom solutions for customers based on their individual business objectives.
- Analyzed customer data to identify trends, issues, and opportunities for improvement.
Customer Success Manager
Outreach
Seattle, WA
05.2017 - 06.2018
- Highly consultative relationships with 70-100 customers
- Advised process adjustments for revenue teams (SDR/MDR, AE, CSM teams)
- Content strategy for campaigns
- Expectation & goal setting; change management strategy
- Drove renewal and expansion conversations through driving and showing success metrics throughout the partnerships
- Achievements: Overall net retention ~125%
- 2 customers won Outreach customer excellence awards (Nucleo Awards).
Customer Success Manager
Seattle, WA
07.2017 - 05.2018
- Hired at the creation of the team; large part of building out the role
- Continual iteration and testing of new processes and improvement ideas
- Frequently attended thought-leadership events for best practices of the CS role
- Focused on collecting and sharing customer feedback for the evolution of the platform while offering creative solutions to problems not addressed on the roadmap
- Identified and executed on adding offerings to increase revenue from customers
- Achievements: Created over $1 million in annualized additional revenue from customer base
- 200%+ of Q1 ’17 revenue goal (last quarter with the company).
Customer Success Consultant
Buildium
Boston, MA
01.2015 - 04.2017
- Conducted research and analysis of market trends, customer behaviors, and competitive landscape.
- Provided advice on operational processes, business development initiatives, organizational changes and other areas of improvement.
- Collaborated with clients to develop action plans to address specific challenges and objectives.
- Evaluated existing systems and processes against industry best practices for efficiency enhancement purposes.
Education
BA in Economics -
Colby College
05.2013
Skills
- Microsoft suite (Excel, powerpoint etc)
- CRM’s and engagement platforms (SFDC, Outreach, Salesloft)
- Reporting platforms (Chartio, Tableau, DOMO, Mixpanel)
- Deck & content building (Keynote & Pages from Apple)
- Excellent Negotiation Skills
- Strategic Planning
Timeline
Sr. Account Manager
Highspot
09.2020 - Current
Strategic Customer Success Manager
Textio
06.2018 - 08.2020
Customer Success Manager
07.2017 - 05.2018
Customer Success Manager
Outreach
05.2017 - 06.2018
Customer Success Consultant
Buildium
01.2015 - 04.2017
BA in Economics -
Colby College
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