Kelly Hogan
Customer Success Manager at Learnerbly- Claim this Profile
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Topline Score
Bio
Credentials
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Foundations of Project Management
Coursera | GoogleDec, 2022- Sep, 2024 -
Google Analytics for Beginners
Google Analytics AcademyJan, 2022- Sep, 2024 -
Customer Success Leadership Certification
Sales AssemblyDec, 2021- Sep, 2024 -
Account Manager / Customer Success Certification
Sales AssemblyMay, 2021- Sep, 2024 -
Service Hub Software Certified
HubSpot AcademyJul, 2020- Sep, 2024 -
Talkdesk Admins Certification
TalkdeskNov, 2019- Sep, 2024 -
Talkdesk Agents Certification
TalkdeskOct, 2019- Sep, 2024 -
Talkdesk Supervisors Certification
TalkdeskOct, 2019- Sep, 2024
Experience
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Learnerbly
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United Kingdom
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Software Development
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1 - 100 Employee
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Customer Success Manager
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Jun 2023 - Present
- Manages a portfolio of high-value clients and their key touchpoints (onboarding, renewals, quarterly and annual reviews) - Owns the contract lifecycle, identifies opportunities for expansions and upsell and strategizes with sales team to increase retention and boost revenue - Establishes and manages a success plan for enterprise clients, leads clients to their goals with usage metrics and regular health checkpoints - Creates content and runs campaigns via Iterable for enterprise clients to drive engagement and success within the product amongst their users - Builds and maintains relationships with key stakeholders, collects feedback and amplifies the customer voice internally to product team Show less
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Resquared
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United States
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Software Development
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1 - 100 Employee
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Head of Customer Success
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Sep 2022 - Jun 2023
- Led customer success team and headed the strategic plan for driving product adoption, creating a positive customer journey, and promoting growth through retention and expansions.- Founded new KPI metrics based on gross churn and account health. Oversaw and maintained reporting surrounding customer success KPIs and presented to the company on a monthly basis.- Created a bonus structure with a focus on gross churn and account health based on client usage.- Held performance evaluations and developed performance development plans for customer success managers to support their growth based on individual goals and outcomes for the business.- Oversaw staffing, recruiting, and hiring needs in order to maintain and grow a high performing team. - Constructed a new training plan for customer success managers with a focus on commercial real estate.- Collaborated with sales and development teams to create ongoing communication and identify expansion opportunities, as well as resolve technical challenges and support items. Show less
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Customer Success Manager
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Mar 2022 - Sep 2022
- Maintained book of 80+ clients and assessed ongoing health, as well as identified goals and milestones for individual clients.- Onboarded new customers and supported them in adopting the product and following best practices for success. Created a seamless experience from start to finish, while diagnosing a unique prospecting strategy to fit each individual account's needs.- Retained an in-depth understanding of products and services, as well as upcoming features. Created education materials and articles to help customers further optimize their experience with the product on their own.- Worked with the development team to resolve technical challenges/support items, as well as alert them to any common observations and feature improvement suggestions from customers. Show less
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UpCity
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United States
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Advertising Services
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1 - 100 Employee
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Customer Success Manager
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Jan 2021 - Mar 2022
- Supported clients through onboarding process and beyond by identifying needs and ensuring success in adopting product - Held quarterly business reviews with high-touch premier clients and assessed wins/pain points to help boost retention - Oversaw and maintained all reporting and results on renewal/churn, presented to sales and executive team on a weekly + quarterly basis. Regularly conceived new processes for client communication in order to increase renewal rates - Managed cancellation request process and held offboarding calls with clients to identify opportunities and better optimize their partnerships - Identified accounts that would benefit from upgrades in services and helps overall account growth. Created reporting to track metrics surrounding upgrade opportunities and better identify patterns + future opportunities - Troubleshot support/technical issues and served as liaison between customers and development team for resolutions. Managed main support email channel and Intercom chat support - Oversaw reporting and results on renewals/churn on a monthly basis - Created and developed processes and documentation on an ongoing basis for successful onboarding and future training purposes. Designed and implemented new onboarding script and 90 day client communication for latest partnership offering Show less
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Neighborhoods.com
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Real Estate
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Customer Service Manager
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May 2016 - Dec 2020
- Recruited, interviewed, and trained customer service representatives. Re-vamped training processes to incorporate a real estate knowledge focus, and worked with team leads to create group training program - Conducted analysis of customer service statistics, including lead conversion, response times, etc. - Forecasted staffing and scheduling needs based on call and live chat reporting - Collaborated with sales, product, and marketing teams to implement new lead conversion strategies and ensure high quality customer service. - Transitioned CX software from Ringcentral to Talkdesk and implemented across team - Created and oversaw outbound call campaigns and lead-based incentive programs - Spearheaded live chat initiative via Hubspot and implemented across 15+ remote employees. - Oversaw beginning stages of implementation of an agency of remote representatives to scale up inbound call staff. - Held weekly coaching sessions with call center representatives, reviewing call recordings, help desk responses, live chat transcripts, and other coaching as needed - Wrote and updated scripts for inbound/outbound calls, help desk response templates, and live chat Show less
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Safelite AutoGlass
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United States
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Motor Vehicle Manufacturing
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500 - 600 Employee
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Inbound Sales Representative
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May 2015 - Sep 2015
Inbound sales representative for Safelite autoglass. Helped identify customers' service needs, give quotes, schedule glass repair appointments, and sell additional Safelite products. Inbound sales representative for Safelite autoglass. Helped identify customers' service needs, give quotes, schedule glass repair appointments, and sell additional Safelite products.
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The Ohio State University
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United States
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Higher Education
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700 & Above Employee
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Student Caller
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Oct 2014 - May 2015
Called Ohio State alumni and asked for donations based on different outbound call lists and scripts for different schools within university. Collected and updated alumni contact information within system. Called Ohio State alumni and asked for donations based on different outbound call lists and scripts for different schools within university. Collected and updated alumni contact information within system.
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Education
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2011 - 2015
The Ohio State University
Bachelor's degree, Theatre/Theater
Community
