Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Sean Kannaly

Orlando,FL

Summary

Accomplished leader with a proven track record, adept in strategic planning and people management. Excelled in fostering high-performance teams, achieving significant improvements in employee engagement and operational efficiency. Skilled in project management and verbal communication, successfully driving initiatives that enhanced customer satisfaction and retention.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Director, Consumer Support & Experience

TrueCar
10.2021 - Current
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.

Senior Project Manager

TrueCar
09.2019 - 10.2020
  • Maintained schedules to meet key milestones at every project phase.
  • Directed changes to project scope and cost and implemented appropriate change management processes to keep project on track.
  • Presented regular status reports to executive leadership, providing insights into progress made toward achieving key milestones.
  • Communicated project plans and progress to key stakeholders and project contributors.

Director, Insider Customer Success

TrueCar
06.2018 - 10.2019
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Served as an escalation point for resolving complex client issues, restoring trust in company products/services when needed.
  • Implemented a data-driven approach to continually refine customer success strategies based on client needs and industry trends.
  • Streamlined internal processes to optimize team efficiency and deliver faster results to clients.
  • Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility into each account's status and progress towards goals.
  • Reduced churn rate by proactively identifying at-risk accounts and implementing tailored solutions.

Go to Market

TrueCar
10.2017 - 06.2019
  • Collaborate with cross-functional teams to develop go-to-market strategies aligned with business objectives.
  • Lead the planning and execution of product/service launches, including coordinating activities across marketing, sales, product development, and customer support teams.
  • Develop launch timelines, deliverables, and milestones to ensure timely execution.
  • Work closely with sales teams to provide training, tools, and resources needed to effectively sell products/services.
  • Develop sales enablement materials, including presentations, battle cards, and FAQs.
  • Gather feedback from customers, sales teams, and other stakeholders to inform product/service improvements and iterations.
  • Work closely with product management and development teams to prioritize feature enhancements and updates.

Manager, Vehicle Purchase Program

TrueCar
06.2014 - 09.2017


  • Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
  • Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
  • Established strong relationships with clients to build trust and loyalty, leading to long-term business partnerships.
  • Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
  • Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
  • Developed data-driven action plans to improve customer outcomes and experiences.
  • Managed escalations effectively, resolving complex issues and preventing future occurrences.
  • Increased customer engagement by designing targeted outreach campaigns tailored to individual user profiles.

Special Operations Manager

AutoNation
10.2010 - 06.2014
  • Implemented effective risk management strategies to minimize potential threats to operations.
  • Reduced costs and improved performance through strategic planning and resource allocation.
  • Successfully managed vendor relationships, negotiating contracts that resulted in cost savings without compromising quality or delivery timelines.
  • Established a culture of accountability, fostering a high-performance work environment focused on results-driven success.
  • Achieved company objectives with timely execution of special projects and initiatives.
  • Cultivated a positive workplace atmosphere that encouraged employee engagement, boosting morale and retention rates.
  • Conducted comprehensive evaluations of operational gaps, developing targeted solutions for improvement opportunities.
  • Improved employee performance by designing and implementing effective training programs.
  • Monitored and reported trainee progress, introducing new learning tools to address individual needs.
  • Supported company growth by designing targeted training programs for new hires.

Education

Bachelor of Science - Marketing

University of Central Florida
Orlando
12.2004

Skills

  • Strategic Planning
  • Verbal and written communication
  • People Management
  • Operations Management
  • Project Management
  • Team Management
  • Strategies and goals
  • Project Coordination
  • Staff Development
  • Hiring and Retention

Certification

  • Customer Experience Certification Program, George Washington University - 2022-2023
  • Certified Web Development & Design Certification Program, University of Miami - 2009

Timeline

Director, Consumer Support & Experience

TrueCar
10.2021 - Current

Senior Project Manager

TrueCar
09.2019 - 10.2020

Director, Insider Customer Success

TrueCar
06.2018 - 10.2019

Go to Market

TrueCar
10.2017 - 06.2019

Manager, Vehicle Purchase Program

TrueCar
06.2014 - 09.2017

Special Operations Manager

AutoNation
10.2010 - 06.2014

Bachelor of Science - Marketing

University of Central Florida

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Sean Kannaly