Tyler Kelly
Madison,MS
Summary
Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.
Overview
6
6
years of professional experience
Work History
Customer Success Manager
Touchplan
05.2022 - Current
- Spearheaded the onboarding and implementation of Touchplan’s software for new project teams, ensuring seamless integration into their operational processes and enhancing project efficiency.
- Collaborated with development teams to align product roadmap and feature releases with customer needs, minimizing impact on the user experience.
- Enhanced churn risk tracking by utilizing Salesforce, providing actionable insights and dollar values for at-risk accounts and improving retention strategies.
- Conducted weekly webinars to educate new users on the platform’s fundamentals, improving user adoption and proficiency.
- Facilitated monthly strategic meetings with key account stakeholders to assess account health and identify opportunities to maximize value through Touchplan’s offerings.
Customer Success Manager
Artisent Floors, Memphis, TN
Memphis, TN
11.2021 - 05.2022
- Company Overview: (Kudu Solutions-Software Division of Artisent)
- Assessed customer business processes to provide tailored guidance on ERP software utilization, optimizing software integration and operational effectiveness.
- Acted as the primary liaison between customers and development teams, ensuring Agile development releases met customer requirements and enhanced user satisfaction.
- Led successful go-live implementations through comprehensive training sessions, both in-person and virtual, ensuring smooth transitions and user readiness.
- Developed and maintained training documentation, including video tutorials and PDF guides, to support ongoing user education and operational independence.
Business Operations Specialist
Artisent Floors, Memphis, TN
Memphis, TN
01.2021 - 11.2021
- Conducted thorough analysis of company operations to identify and implement improvements, enhancing process efficiency and customer satisfaction.
- Served as a Subject Matter Expert on company software platforms, providing guidance and resolving operational issues to support seamless business operations.
- Delivered training to new employees on company software, fostering operational independence and ensuring their success.
Account Coordinator
Artisent Floors, Memphis, TN
Memphis, TN
02.2020 - 01.2021
- Provided support to customers via phone, addressing inquiries and delivering requested information and documentation.
- Managed new construction job processing, ensuring compliance with contract terms and accurate billing, contributing to project and customer satisfaction.
Education
Masters of Business Administration -
Belhaven University
Jackson, MS08.2025
Bachelor of Arts - History
Mississippi State University
Starkville, MS05.2018
Skills
- Customer account management
- Customer relationship building
- Client relations
- Strategic planning
- Proficient in Microsoft Excel
- Revenue analysis
Timeline
Customer Success Manager
Touchplan
05.2022 - Current
Customer Success Manager
Artisent Floors, Memphis, TN
11.2021 - 05.2022
Business Operations Specialist
Artisent Floors, Memphis, TN
01.2021 - 11.2021
Account Coordinator
Artisent Floors, Memphis, TN
02.2020 - 01.2021
Masters of Business Administration -
Belhaven University
Bachelor of Arts - History
Mississippi State University