Kyle Day Email & Phone Number

Austin, Tx, Us

Austin, Tx

Austin, Texas Area

VP of CS (2022 - Present)Sr. Dir of CS (2019 - 2022)Dir of CS (2017 - 2019)I am the VP of Customer Success at OJO Labs, a company focused on fundamentally improving the home buying journey for consumers. In my ~7 years at OJO I have created, scaled, and optimized the service organization that supports our network of real estate teams and agents nationwide. Day to day, I am accountable for driving revenue retention/growth, managing service cost, and devising new & creative ways… Show more VP of CS (2022 - Present)Sr. Dir of CS (2019 - 2022)Dir of CS (2017 - 2019)I am the VP of Customer Success at OJO Labs, a company focused on fundamentally improving the home buying journey for consumers. In my ~7 years at OJO I have created, scaled, and optimized the service organization that supports our network of real estate teams and agents nationwide. Day to day, I am accountable for driving revenue retention/growth, managing service cost, and devising new & creative ways to deepen our relationship with our customers. The CS organization at OJO/Movoto encompasses sales, onboarding, inbound support, customer success, retention, and billing - all working in concert to ensure that the partnership that we form with our customers is best in class and provides them with the necessary education, guidance, and tactics to succeed on our platform. Those tactics to succeed are what makes our approach to customer success at OJO so effective. Whereas we certainly focus on driving the traditional service metrics like CSAT, NPS, adoption, and retention, we do so by positioning ourselves as consultants. We strive to understand our customer's business, what makes it unique, and where the opportunities are. Our success team then provides input on staffing, they QA interactions between consumers and agents, they conduct pipeline audits, to name a few tactics. This approach is a competitive differentiator in our industry - it’s not uncommon for us to get feedback from our customers that their partnership with OJO is their first true partnership with a lead aggregator. My key responsibilities include talent development & retention, data analysis & creation of new service strategy, refining comp incentive models, driving customer satisfaction & feedback loop, and growing revenue via new subscriptions, retention, and upsell. I love what I do at OJO and I love the people that I do it with. Show less

Austin, Texas Area

I oversaw all customer-facing teams for our Lighthouse SaaS product, 50+ employees in 4 offices, consisting of onboarding, inbound support, retention, and upsell. Under my leadership and in collaboration with other cross-functional teams, we achieved an NPS of 70 across our customer base, something I am still very proud of. Whereas the Lighthouse product was excellent, the role that CS played in driving our world-class NPS came in the form of being hyper responsive, thorough with problem… Show more I oversaw all customer-facing teams for our Lighthouse SaaS product, 50+ employees in 4 offices, consisting of onboarding, inbound support, retention, and upsell. Under my leadership and in collaboration with other cross-functional teams, we achieved an NPS of 70 across our customer base, something I am still very proud of. Whereas the Lighthouse product was excellent, the role that CS played in driving our world-class NPS came in the form of being hyper responsive, thorough with problem solving, accountable, empathetic, and very well-versed on the inner workings and technicalities of a dental practice. In other words, we trained our employees exceptionally well, we created a positive and collaborative work culture, and leveraged all of it to drive a committed and happy customer base. My day to day centered around crafting new initiatives designed to further drive CSAT, developing scripting and rebuttals for retention, hiring and culture, and growing revenue via cross-selling and up-selling of consumables. In addition to the customer-centric activities that I was responsible for, I also closely managed the feedback loop, and corresponding product roadmap, between CS and Product. Feedback would come in many shapes and forms throughout the month, but one of the most valuable tools that we utilized to help guide product development was an aggregated (and detailed) breakdown of all churn drivers for a particular time frame, cross-referenced with our competitor’s feature set. Show less

Austin, Texas Area

I was responsible for the CS organization in Austin that supported our Lighthouse product - software that automates and optimizes customer communications and recurring tasks for a dental practice. The CS org included inbound phone, e-mail and chat support, retention, and a subset of individuals that supported new products that we were bringing to market in a beta capacity. My primary responsibilities included managing inbound response and resolution metrics, driving retention, developing &… Show more I was responsible for the CS organization in Austin that supported our Lighthouse product - software that automates and optimizes customer communications and recurring tasks for a dental practice. The CS org included inbound phone, e-mail and chat support, retention, and a subset of individuals that supported new products that we were bringing to market in a beta capacity. My primary responsibilities included managing inbound response and resolution metrics, driving retention, developing & supporting new initiatives, managing staffing & comp, and creating new strategies to further increase CSAT. Show less

Austin, Texas Area

Austin, Texas Area

Austin, Texas Area

Austin, Texas Area

DLi is a value-added reseller for the Texas Instrument DLP Discovery product line. I had a hybrid sales and service role, where I spoke to prospective buyers, typically at universities or members of research groups, provided consultation on products and accessories, sold them, and provided ongoing support.

Greater Chicago Area

Bachelor’S Degree, Marketing; Entrepreneurship

Activities and Societies: Delta Sigma Pi Laws Hall & Associates Ingenuity Inc

Education record

Activities and Societies: National Honors Society Speech & Debate Model UN