Brian Kern Email and Phone Number
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Accomplished and driven Director of Customer Success with 5+ years of experience in leading high-performance CS teams. Proven track record of driving increased retention, expansion, and eNPS with a passion for employee development and building team culture.
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Associate Director, Enterprise Customer SuccessVerizon ConnectChicago, Il, Us
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Associate Director, Enterprise Customer SuccessVerizon Connect Nov 2022 - PresentAtlanta, Ga, UsCollaborated cross-functionally with Expansion Sales and AR resulting in a 25% increase in leads passed, and a 50% reduction in collections-status customersLeveraged successful customer marketing campaigns to drive up feature adoption by 50%, which led to increased customer satisfaction and reduced churnOptimized employee satisfaction by 20% between Q1 and Q3 2023, resulting in a 100% employee retention rate during that timeIncreased ARR by 2.5M by revamping our retention and growth playbook, and working with L&D to re- educate my teamMentored and coached a team of 8 CSMs, contributing to an 85% customer retention rate for a $20M book of businessEstablished a coaching program to upskill new CSMs on QBR delivery and executive presence, which resulted in a 30% increase in QBRs delivered YoY -
Manager, Customer SuccessVerizon Connect Apr 2021 - Nov 2022Atlanta, Ga, UsAnalyzed BI data in a new way to increase overall retention by 15% during 2022Oversaw a team of 14 CSMs and grew department headcount by 30% over a 6 month period, meeting business hiring goals and driving increased performanceAssumed responsibility for a large-scale platform migration project mid-stream, revamped the project plan, and delivered ahead of scheduleRedesigned our employee onboarding framework, which got CSMs performing 50% faster and improved employee satisfaction
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Sr. Customer Success ManagerVerizon Connect Aug 2019 - Apr 2021Atlanta, Ga, UsTeam Lead and escalation point for a team of 12 CSMs, providing coaching and performing weekly 1:1s to maximize team performanceInitiated and organized a weekly retention review that increased rigor and accountability on performance metrics, resulting in a 35% churn reduction during 2020Leveraged BI tools (Tableau, PowerBI) to identify significant revenue leakage, and led an organization-wide initiative to correct the issue
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Customer Success ManagerVerizon Connect Jun 2017 - Aug 2019Atlanta, Ga, UsSpearheaded renewal and expansion over a 500-account book of business, and consistently over-achieved my quotaExecuted a strategic territory plan, based on data I observed and validated, to maximize revenue at scale
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Mid-Market Account ExecutiveSilkroad Mar 2015 - Jan 2017Chicago, Il, UsFull-cycle Mid-Market AE closing an average deal size of approx. $150k ARR through virtual and on-site presentationsUtilized data to develop and execute a territory plan, which allowed me to drive new business pipeline while upselling existing customers -
Business Development RepresentativeSalesforce Mar 2014 - Jan 2015San Francisco, California, Us -
Smb Sales Team LeadAvepoint Aug 2013 - Mar 2014Jersey City, New Jersey, Us -
Account ExecutiveAvepoint Aug 2012 - Aug 2013Jersey City, New Jersey, Us
Brian Kern Skills
Brian Kern Education Details
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University Of Illinois ChicagoUrban And Public Affairs
Frequently Asked Questions about Brian Kern
What company does Brian Kern work for?
Brian Kern works for Verizon Connect
What is Brian Kern's role at the current company?
Brian Kern's current role is Associate Director, Enterprise Customer Success.
What is Brian Kern's email address?
Brian Kern's email address is br****@****oad.com
What is Brian Kern's direct phone number?
Brian Kern's direct phone number is +194938*****
What schools did Brian Kern attend?
Brian Kern attended University Of Illinois Chicago.
What skills is Brian Kern known for?
Brian Kern has skills like Strategic Partnerships, New Business Development, Selling, Sharepoint, Self Confidence, Salesforce.com, Sales, Business Development, Cold Calling, Social Media Marketing, Sales Presentations, Solution Selling.
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