Kyile Smith
Manager, Customer Operations at Luum by HealthEquity- Claim this Profile
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Bio
Sabrina Tan
It's rare to come across an individual as diligent and thoughtful as Kyile. I had the pleasure of training and working with Kyile at Image Source. I was impressed by his ability to juggle multiple projects and the toughest clients with ease. Not only is Kyile an exceptional worker, he is compassionate and always lends a helping hand to others. As a leader or team member, Kyile proves to be a valuable asset to any team.
Sabrina Tan
It's rare to come across an individual as diligent and thoughtful as Kyile. I had the pleasure of training and working with Kyile at Image Source. I was impressed by his ability to juggle multiple projects and the toughest clients with ease. Not only is Kyile an exceptional worker, he is compassionate and always lends a helping hand to others. As a leader or team member, Kyile proves to be a valuable asset to any team.
Sabrina Tan
It's rare to come across an individual as diligent and thoughtful as Kyile. I had the pleasure of training and working with Kyile at Image Source. I was impressed by his ability to juggle multiple projects and the toughest clients with ease. Not only is Kyile an exceptional worker, he is compassionate and always lends a helping hand to others. As a leader or team member, Kyile proves to be a valuable asset to any team.
Sabrina Tan
It's rare to come across an individual as diligent and thoughtful as Kyile. I had the pleasure of training and working with Kyile at Image Source. I was impressed by his ability to juggle multiple projects and the toughest clients with ease. Not only is Kyile an exceptional worker, he is compassionate and always lends a helping hand to others. As a leader or team member, Kyile proves to be a valuable asset to any team.
Credentials
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Sales Growth Certificate
Cornell UniversityJun, 2021- Nov, 2024
Experience
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Luum by HealthEquity
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United States
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Software Development
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1 - 100 Employee
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Manager, Customer Operations
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Mar 2022 - Present
• Oversee, manage and develop the growing Customer Support Specialist team• Roll out new processes and systems while measuring adoption, internally andexternally for consistency• Work cross-functionally with Sales, Marketing, Product, and Engineering toadvocate for an efficient client life cycle• Support operational improvement for all post-sales teams (implementation,Customer Success, Customer support) to ensure seamless training, maximumusage, expansion opportunities and reduce churn.• Lead strategic conversations with key stakeholders of Enterprise customerssuch as Google, Amazon, and Microsoft.• Head creation and documentation of Client Success and Customer Supportprocess to include, feedback, and input from stakeholders to ensure efficient and data-driven customer service process.
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Customer Success Manager
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Sep 2021 - Mar 2022
• Responsible for over $1 million dollars in annual reoccurring revenue.• Foster end-user engagement and business sponsor buy-in.• Facilitate internally and externally on customer projects.• Manages customer contract renewals.• Seek out and identify expansion and up-sell opportunities.• Present customer data insights and product best practices.
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Convoy Inc
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United States
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Transportation, Logistics, Supply Chain and Storage
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500 - 600 Employee
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Account Manager
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Nov 2020 - Sep 2021
- Manages $2 million in revenue portfolio.- Drive revenue and growth with Convoy’s customers- Generated $6k in new revenue WoW YTD. - Develop and execute against strategic account plans for customers- Analyze customer data through Tableau and share insights both internally and externally.- Develop and distribute strategic customer reporting utilizing Metabase. - Target and identify new programs and opportunities and record within SalesForce. - Produce weekly forecasts for revenue operations.- Advocate for customers initiatives and growth opportunities. - Execute on shared account on-boarding process and framework with other key partners; including business development and operations- Lead MBR/QBR with account stakeholders to deepen relationships and monitor KPIs. - Run point with cross-functional teams to execute programs and deliver exceptional service.
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Image Source, Inc
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United States
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Advertising Services
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1 - 100 Employee
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Operations Manager - Sales Support
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Dec 2018 - Nov 2020
• Manages a team of 25 support team of sales coordinators & program managers.• Works directly with the executive team on company vision and optimum business efficiency.• Operates end-to-end e-commerce program management.• Drives customer advocacy initiatives.• Oversee budgeting, reporting, planning, and auditing through company CRM.• Establishes and promotes customer success principles within support team.• Standardize customer onboarding and account implementation.• Owns and maintains new & existing vendor relationships.• Leads adoption and value realization activities for all customers, securing a strong renewal and expansion of customer projects and/or programs.• Full cycle recruiting for Sales, Sales Support, Finance and Operation functions.• Hires, coaches and manages new sales support members.• Works with internal & external senior stakeholders for company operations and sales support team.• Acts as direct liaison between employee’s and senior executive communication. • Be a voice of success in working with Marketing team to deliver retention and expansion enablement materials.• Leads the creation of onboarding, enablement and skill set development for the support function.• Identifies process automation and improvement opportunities and work with cross-functional teams to drive these initiatives, such as Sales, Marketing, Product, and Finance.• Represents the needs of Sales Support team within the broader Operations team.
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Account Coordinator - Sales
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Apr 2018 - Dec 2018
• Solved mission-critical customer needs.• Managed escalation on complex or chronic support issues.• Lead day-to-day counsel and bi-weekly touch points with clients to address project work on a variety of deliverables.• Maintained deal flow from initial customer contact to contract signing, via Microsoft Dynamics.• Provided end-to-end project management within sales team.• Responsible for product sourcing and quote generation.• Built strong, long-lasting relationships with Fortune 500 customer stakeholders.• Identified, documented, and addressed customer pain points through consultative engagements (QBR's).• Oversaw daily and weekly activities and pipelines with sales team members.• Contributed to business development on strategic accounts.• Produced and provided analytical data to establish trends and bolster sales team forecasting. • Strategized with marketing on campaigns that drive the sales pipeline.• Partnered with account executives and creative strategists throughout the RFP process.
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Regional Sales Manager
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Jul 2017 - Apr 2018
• Built and implemented new online marketing strategies.• Subject matter expert and client advocate.• Proactively went above and beyond to ensure client satisfaction throughout the entire client lifecycle.• Maintained accurate and up-to-date forecasting and pipeline management.• Scheduled all in-person and virtual product demonstrations.• Coordinated with design team on quote and presentation decks. • Proactively business developed within a private and commercial customer base. • Facilitated end-to-end project management of six installation teams. • Improved positive and sustainable relationships with regional vendors and manufacturers. • Achieved revenue targets by exceeding sales quotas and ran a full cycle sales process.• Built and maintained cloud based inventory and ordering systems for business team.
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Project Lead Sales
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Dec 2015 - Jul 2017
• Responsible for all inbound and outbound sales leads.• Qualified all sales prospects and uploaded into CRM.• Improved sales team and customer communication through CRM launch.• Created and implemented customer referral program.• Met and exceeded weekly quotas and sales goals.• Provided support to customers and prospects• Achieved yearly sales goal requirements year after year. • Point of contact for customers during the sales life cycle.• Revised and implemented new efficiency standards within remote sales team.• Initiated monthly vendor and sales team check-ins.• Developed initiatives which resulted in the company obtaining preferred status within multiple industry vendors. • Generated client touch points through new product launches and warranty programs.• Worked with local credit unions in implementing project specific financing options.
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US Navy
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United States
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Armed Forces
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700 & Above Employee
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Patrol Operations Supervisor
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Dec 2011 - Dec 2015
• Supervised all members of security team.• Conducted post inspections.• Facilitated harbor security efforts.• Provided incident management.• Strong negotiation and deescalation tactics.• Coordinated assigned units in threat response.• Onboarded and trained new security team members.• Facilitated cross-agency response and collaboration.• Advance understanding of weapons and security systems.• Verified patrol operations and practices were maintained.• Worked in a high speed and fluid environment.
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Education
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2021 - 2023
Washington State University
Executive MBA, Business Administration and Management, General -
2015 - 2018
Seattle University
Bachelor of Arts (B.A.), Public Affairs Management
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