Ken King Email & Phone Number

Holly Springs, Nc, Us

Mountain View, Ca, Us

Atlanta, Georgia, Us

Responsible for fostering strong client relationships and achieving sales targets through an exceptional customer experience. Key responsibilities include owning and managing client relationships, developing strategic ties with key stakeholders, leading and motivating cross-disciplinary teams, ensuring profitability of programs, identifying and securing new business opportunities, proposing innovative ideas for revenue generation, and leveraging data analytics to optimize client programs through insightful recommendations. Additionally, accountable for team leadership, mentorship, and driving account strategy through regular business reviews and touch points.● Successfully managed 15 enterprise customers at $4M ARR● Crafted and launched Risk mitigation process via Kapta (Admin)● Revised many processes and pieces of collateral to improve team efficiency

San Francisco, California, Us

Supported global leadership and a skilled Customer Success Management (CSM) team, contributing to the value delivered to critical customers. As a CS Ops Manager, collaborated with CS leadership to execute, evolve, and scale HashiCorp's customer success strategy. Key responsibilities included supporting strategic initiatives in the customer journey, owning operational reporting for analytics, participating in fiscal planning activities, gathering customer success data, and collaborating with Gainsight Administrators for system maintenance and enhancements.● Contributed to Customer Journey documentation and enablement● Owner/Contributor of Gainsight Reporting, Playbooks, Risk mitigation process● Assisted with strategic planning and KPI tracking

Mountain View, Ca, Us

Drove customer adoption and value on a large scale through the development and execution of the Tech Touch program. Owned engagement programs utilizing digital channels to enhance customer potential and time-to-value. Key responsibilities included leading the Tech Touch program across the customer journey, collaborating with cross-functional teams for content and customer enablement, identifying repeatable strategies for adoption and risk mitigation, establishing one-to-many communication strategies, proactively engaging with customers, monitoring at-risk customers through analytics, taking appropriate actions for resolution, forecasting outcomes, leveraging data insights with Totango admin-level experience.● Responsible for digital engagement via Totango playbooks● Revised digital engagement workflows

Fort Lauderdale, Fl, Us

Designed and managed the 1 to Many motion as a cross-functional leader. Responsibilities included assisting in the development and implementation of the Customer Lifecycle across segments, leading, scaling, and optimizing the day-to-day workload for Customer Success Managers (CSMs), utilizing Gainsight Journey Orchestrator & Email Assist for automated customer engagement, developing and governing reporting and dashboards to mitigate customer risks, and consulting with CSMs to optimize team bandwidth for effective scaling of customer motions. Gainsight Admin Level 1 certification obtained.● Achieved 88% retention rate over 10K customers in 1:many motion over 7 CSMs● Used Gainsight (Admin) to create reporting and dashboards per customer segment● Assisted and contributed to Customer Journey documentation and enablement

Fort Lauderdale, Fl, Us

Collaborate with a growing number of Citrix customers, managing relationships throughout their Citrix Customer Lifecycle. Act as an advisor for product and strategic decisions, assisting customers in planning, managing, and executing communication and training programs for successful adoption of Citrix Cloud services. Provide thought leadership, apply proven Customer Success methodology, understand business strategies, and guide customers through implementation with a focus on adoption and outcomes. Create adoption benchmarks, facilitate relationships between business and technical teams, lead stakeholder engagement programs, and actively participate in the sales cycle as needed.● Managed 15-20 enterprise customers at average ARR of $300k● Mentored junior CSMs on customer engagement and process

Durham, Nc, Us

Focused on base revenue retention, customer contract renewals, and sales lead identification at JAGGAER. Responsible for providing sales-related account management services to a pre-assigned list of strategic customers, developing and implementing strategic account plans, negotiating and closing customer contract renewals, and collaborating with Account Executives on sales strategies. Additionally, tracked, analyzed, and reported account-level base revenue, identified lead opportunities, and collaborated with various departments to ensure accurate Account Reviews. Also participated in key customer-facing meetings, maintained proficiency in JAGGAER's software solutions, and captured key account information in internal tools.● Managed 15-20 enterprise customers● Responsible for contract renewals and expansion

Morrisville, Nc, Us

Focused on ensuring new ChannelAdvisor clients achieve their full potential and realize the value of ChannelAdvisor's product suite, leading to enhanced customer retention. Responsibilities include maintaining a high renewal rate for set accounts through regular communication, actively mitigating risks, ensuring customers utilize all features in the ChannelAdvisor software suite, and facilitating solutions for customer needs. Additionally, assessing, justifying, and implementing training, strategy, or software optimization as necessary. Serves as the first point of escalation for Customer Success team members, answers questions, organizes resources for the team, and provides training for new team members. Contributes to fostering the mission and messages of the management team.● Manage a small book of renewing customers while acting as team lead over 4 CSMs● Update Salesforce risk and opportunity data accordingly

Morrisville, Nc, Us

Focused on managing relationships with existing customers at ChannelAdvisor, with the primary goal of customer retention, renewal, and account growth. Apply online channel management expertise to consult with customers, ensuring satisfaction, successful utilization, and long-term strategies. Serve as the primary customer point of contact, facilitating interactions with other ChannelAdvisor business units.Responsibilities include maintaining a high renewal rate, monitoring at-risk situations, ensuring utilization of appropriate features, promoting adoption of new features and products, achieving revenue goals, and driving relationships to the executive level. Contribute to the overall direction of the Customer Success team, assessing ongoing customer needs, developing innovative plans, and serving as a point of contact for clients. Actively track client engagement efforts, manage Account Asset Portfolio, provide Salesforce.com usage, address launch inquiries, and ensure completion of training initiatives. Serve as the primary client liaison for new ChannelAdvisor software launches, providing Launch Assistance and Launch Plus offerings. During the launch phase, deliver software application training, coordinate support, and assist in the development of launch processes and procedures.

Serve as Account Manager for 15-20 clients, by assuming and maintaining support of all Dancik applications to troubleshoot and analyze system issues. Coordinate with Product Development to implement and test the functionality of new modules, updates and enhancements to the various applications. Facilitats the use of applications to satisfy particular customer needs in addition to organizing & leading training sessions. Identifies all Professional Service opportunities. Participate in various special projects and performs other related duties as assigned.

Primarily responsible for managing the initial implementation and ongoing utilization of the BuildLinks application for assigned clients. This involved creating customized implementation plans, developing initial templates, providing customer training, monitoring utilization, and offering support. Also responsible for identifying, documenting, and delivering Professional Services, such as Customer Site Training, re-training, and data population. Established rapport with clients, educated them on Buildlinks, Inc. Client Services Implementation Methodology, and designed application modules to meet individual business needs. Managed day-to-day activities of the Buildlinks, Inc. administrator, delegated tasks, and provided feedback to improve software and services. Key responsibilities included serving as an Account Manager for 10-15 clients, implementing, training, and supporting new clients, mentoring new Customer Relationship Managers (CRMs), and proficient use of Salesforce.com.

Durham, North Carolina, Us

As a Customer Research Specialist at Quintiles Transnational (2/2006 – 10/2006 temporary contract), responsible for customer feedback correspondence and data collection in the Western Hemisphere. Provided support to global operators in Europe and Asia. Collaborated with the Customer Relationship Management Team in Quintiles Corporate Strategic Services Group, reporting on various business and service-specific project or proposal performances. Piloted and implemented Employee Engagement Surveying and reporting, and acquired proficiency in using Salesforce.com and CustomerSat.com databases.

Wilmington, Nc, Us

Contributed to the operations of a call center providing contracted services to meet specific client needs. Assisted callers with troubleshooting medical devices, sending educational materials, and recording product complaints, adverse events, and forwarding serious adverse events reported by callers to Health Care Professionals. Served as a training liaison to management, providing expertise in interviewing, training, and mentoring new hires. Gained extensive quality assurance monitoring experience by performing evaluations on new team members. Had daily exposure to call center metrics, agent scheduling, and service level requirements. Acquired knowledge of IEX Agent Webstation, Symposium, and Siebel.

Bachelor Of Arts, Psychology

Certification, Business Administration / Ecommerce