Kellen Richter Email & Phone Number

Kirkland, WA, US

Seattle, Washington, United States

• Promoted to Senior and transitioned to supporting the Enterprise customers at Outreach. This promotion also included increased responsibilities in mentoring and training of new team members
• Consulted with hundreds of Revenue Operations and Enablement Teams on Sales and Go-To-Market best practices around content, technical set up, CRM configuration and email deliverability
• Subject matter expert on Salesforce and Outreach integration. 50% of customer calls included assistance in Salesforce related solutions
• Worked closely with Product and Engineering Teams to convey collective feedback on Enterprise customers’ needs from the software
• Partnered with Customer Success Manager Team on all proactive and strategic technical discussions with Enterprise customers

• Founding member of the Customer Success Engineering Team, created to support customers need for more proactive and strategic technical conversations.
• Built technical audit process and documentation that resulted in the top used process for the team and strongly increased customer renewal rates
• Partnered with Customer Success Manager Team on all proactive and strategic technical discussions with all Commercial customers
• Subject Matter Expert on email deliverability – built customer facing business review to discuss technical concepts in a consumable fashion
• Trained three new team members to become Outreach SMEs, and technical call best practices

Greater Seattle Area

• Managed a book of 10 customers totaling in $2.3M in annual revenue
• Within first 6 months of role, conducted quarterly business reviews for 7 of 10 customers
• Ramped immediately, and received a full book of business within my first week at Outreach
• Exceeded retention goal of 85% in first full quarter (Q2 FY2021), with a retention of 90%
• Created and executed an account save plan for at risk customer, and renewed them at 100%
• Participated in team committees to influence team workflow including Steering Committee and Outreach-on-Outreach CSM Use Case Committee

Greater Seattle Area

• Conducted quarterly business reviews with customers onsite
• Analyzed customer data from Domo and turned it into consumable information for customers to act on based on my findings
• Worked with Executives at Outreach to resolve complex business problems for Commercial customers
• Consultant customers on integrations with Salesforce, Salesforce best practices, and using Salesforce reporting effectively with the Outreach Platform
• Provided sales and customer success best practices presentations to customers based on current industry trends
• Used Salesforce internally to log feature requests, customer escalations, meeting notes, EBR data, and customer health scores

Bellevue, WA

• As an Account Manager, I am responsible for maintaining existing relationships and creating new relationships with a large telecom company in the Seattle area. Along with these responsibilities, I had several.
• Create and execute strategies to gain account intelligence and develop business with new and existing clients
• Provide customer service and relevant industry knowledge to current consultants and clients
• Generate sales leads, cold-call prospective clients and set client meetings with a variety of customers in the Seattle area
• Understand client business and IT initiatives, as well as their specific technical and cultural environments to provide proactive workforce planning
• Prepare customer proposals of TEKsystems service offerings based on customer needs and pain points

Bellevue, WA

• TEKsystems is one of the largest IT staffing and services companies in the industry. As a Technical Recruiter, I was responsible for creating relationships with IT Professionals in the greater Seattle area.
• Develop recruiting strategies to identify qualified candidates by using various networking tools including LinkedIn, internal database, and career websites
• Partner with TEKsystems sales support to identify top accounts and target skill sets
• Maintain relationships with business contacts to gain industry knowledge and obtain referrals
• Evaluate the strengths and weaknesses of candidates through our screening process to match them with customer needs
• Negotiate wages, benefits and other terms and conditions of employment with candidates