Ken Thayer Email & Phone Number

Albany, Ny, Us

San Francisco, Ca, Us

San Francisco, Ca, Us

Customer Success Manager for 25 enterprise accounts for PagerDuty’s Catalytic no-code workflow automation SaaS platform. Originally employed by Catalytic until acquisition by PagerDuty in March 2022.• Customer success owner for $2.5M book of business (average ARR $100.000)• Post-sale activities from kickoff call through customer onboarding, ongoing support • Conduct Quarterly Business Reviews with customer executive team• Led roadmap discussions with Catalytic clients following PagerDuty acquisition• Led customers in development of a customer success plan to align with client financials and business objectives • Enablement services to help customers identify and maximize use of Catalytic SaaS product to achieve business goals and objectives • Creation of client dashboards for metrics transparency and visibility to customer’s executive team• Build strong and trusted customer relationships to minimize churn• Conduct ideation sessions with customers to develop strategies for process automation and success• Led customer training to establish and promote self-sufficiency

Albany, New York, Us

Led team of engineers in customer support and development of the GlobalSpec e-commerce, B2B website content. GlobalSpec connects technical buyers and suppliers and helps clients market their products online:• Directed a multi-disciplinary team of senior engineers• Customer success manager, providing pre-sale, onboarding, and post-sale support • Managed and developed GlobalSpec's SpecSearch Pro SaaS product• Subject matter expert and technical resource to guide customers through the sales cycle and contract• Served as the voice of the customer, solving problems, and contributing to an 85% client renewal rate• Authored and published custom technical white papers per customer specifications• Researched competitive market analysis• Established individual and team goals to achieve company KPI of increasing site SEO traffic by 20%• Created data analysis reports and visualizations utilizing Excel and Tableau• Built Microsoft Power BI reports to monitor and display engineering department metrics in real-time resulting in team exceeding goals for 24 consecutive months• Subject matter expert for ~600 mechanical product and service areas• Trained new sales, production, and engineering personnel; voted #1 trainer in Engineering • Specified operational and quality acceptance criteria for proprietary software tools