Kelly (Lloyd) Souders Email & Phone Number

Sydney, NSW, AU

Sydney, New South Wales, Australia

San Francisco Bay Area

• Partner with 15 of LinkedIn’s largest Sales Navigator customers to increase adoption, deliver value, and mitigate churn
• Interpret performance data to demonstrate ROI, provide optimization recommendations, and drive growth in the customer base
• Lead team of five regional CSMs to progress internal change management initatives, deliver results to senior leadership, and consistently innovate strategy to drive greater impact
• Co-lead monthly Collaboration Hours with cross-functional partners and global team members to encourage knowledge sharing, increase efficiency, and improve customer outcomes
• Graduate of FY23 Emerg[in] program for LinkedIn’s emerging leaders based on the recommendation of CS leadership
• Mentor three early career professionals as part of LinkedIn’s talent development program

San Francisco Bay Area

• Sales Navigator enables sellers to target, understand and engage their prospects and customers in new ways. As a customer success consultant, I work to help my customers see the full value of the Sales Navigator.
• Managed the post-sale customer experience from onboarding to renewal
• Created scalable training curriculums and playbooks to quickly deliver value to end users and encourage adoption
• Developed comprehensive roll-out plans for enterprise-wide deployments across 25 Fortune 500 companies
• Received Customer Value Award in Q3 FY21, given to one Sales Solutions Customer Success Manager each quarter in recognition of transformational customer work
• Achieved ‘Exceeds Expectations’ rating across all customer health and value metrics in FY20, FY21

San Francisco Bay Area

• At LinkedIn Elevate our vision is to unlock employee voice within every company and transform employees into social professionals. I work alongside LinkedIn's largest customers to build their employee advocacy programs.
• Responsible for the post-sale customer experience from on-boarding to renewal
• Develop comprehensive roll-out plans for enterprise-wide Elevate deployments across Fortune 500 companies
• Create training guides and lead sessions to quickly demonstrate value to end users and encourage adoption
• Interpret performance data to demonstrate ROI, provide optimization recommendations, and develop programs to drive product adoption and a socially active employee base
• Develop and optimize a content strategy that drives companies' employees to share content and prompts audiences to engage

San Francisco Bay Area

• Provide strategic guidance to 25 Enterprise accounts on best practices in utilizing social data to achieve business goals
• Lead quarterly business reviews to present on product updates and program outcomes
• Collaborate with customers to set performance benchmarks, outline success criteria and ensure strong understanding of platform capabilities
• Identify upsell opportunities within existing teams and expand usage into new departments

Greater Boston Area

• Onboarded new team members, established roles and responsibilities, provided career coaching, and reported on team performance to senior management
• Worked with leadership to establish team objectives and aligned with cross functional partners to build collaborative playbooks
• Developed a scaled approach in order to successfully manage 350+ customer renewals annually
• Improved logo retention by 3% and gross retention by 4% from 2016 to 2017

Greater Boston Area

• Led customer discussions around contractual obligations, annual budgets and any training or product related needs
• Worked with the Customer Success team, Legal department and Finance department to communicate subscription changes, identify growth opportunities and ensure forecasting accuracy

Greater Boston Area

Worked with Enterprise level companies to develop their marketing, sales, ecommerce and social relationship management strategies in order to increase efficiency and improve overall productivity. I helped businesses gain insight into the practices that proved most beneficial to their organization and provided assistance on how to best engage with their.

Produced the nightly, sports talk show, The Best Seat in the HouseConducted interviews with authors, analysts, and athletes Planned and coordinated marketing events

Master Of Business Administration - Mba

Bachelor Of Arts (B.A.), Political Science

Activities and Societies: Varsity Swimming and Diving