Kyle Olson Email & Phone Number

Salt Lake City, UT, US

Jupiter, Florida, US

Pasadena, California, US

• Led the development of innovative features, such as Payment Profiles, boosting user engagement by 25% and enhancing overall satisfaction
• Used Pendo to implement feature-specific reporting tools, empowering users with actionable insights and informed decision-making
• Spearheaded initiatives that significantly increased in-app NPS response rates from 5% to 18%, collaborating with Customer Success and Marketing
• Increased revenue and lowered customer acquisition costs by using Pendo to implement a self-onboarding in-app walkthrough for freemium users
• Built in-application SaaS guides for the State of Rhode Island that achieved a 25% increase in user onboarding, engagement, and adoption
• Developed a user-friendly Pendo Product Management dashboard that surfaced insightful data and empowered Executive Leadership in taking actionable steps, resulting in optimal benefits and an enhanced user experience.

Pasadena, California, US

• Proactively work with a $1M+ ARR book of business consisting of 90 accounts, including Strategic and ENT
• Interact with customers regularly with the goal of ensuring overall software adoption, customer satisfaction, and reduced churn
• Identify areas where customers may be struggling and provide training and resources to overcome those challenges
• Hold Quarterly Business Reviews (QBR) with customer leadership to provide them with insight as to where they are with accomplishing the goals they identified when they purchased eCivis
• Used Pendo to build a Resource Center in our platform and populated it with a self-onboarding guide, announcements, and various other self-help resources
• Tools Used: Gainsight, Salesforce, Microsoft Suite, Pendo, Zoom, Slack

Salt Lake City, Utah, US

• Proactively interacted with customers daily to ensure improved adoption and customer satisfaction, effectively reducing churn to almost zero
• Managed Enterprise customer segment worth $3M ARR
• Improved customer retention rate to over 95%
• Facilitated penetration of key accounts via strategic planning initiatives
• Focused on customer happiness by creating and running monthly NPS and customer engagement surveys
• Increased NPS response rates from 10% to 20% and moved the survey in app.

San Jose, California, US

• Analyzed New Logo (New Customer) trends, quarter over quarter, tracking account health, adoption, and overall success
• Created and maintained quarterly New Logos reports and reviewed them with Executive teams from Customer Success, Professional Services, Partnerships, and the Chief Operations Officer
• Created customer onboarding reporting in Salesforce, giving visibility into Partner led onboarding projects versus Marketo led projects
• Performed Global Account Executive training on new Salesforce processes and best practices updates
• Managed Red Account Team, successfully cutting number of red accounts and churn by 50%
• Reviewed Professional Services financial reports each day and investigated variances with accounting staff to keep records accurate

• Created and managed Customer Activation team to provide new customers with a white glove onboarding, training, and support experience
• Increased employee performance via weekly one-on-one meetings with employees to review successes, challenges, Key Performance Indicators (KPIs), and ensure overall employee happiness
• Built dashboards in Salesforce (SFDC) to monitor team and individual KPIs for each Customer Training Specialist
• Used Gainsight and Salesforce to track team goals, KPIs, and customer adoption
• KPIs included NPS scores, number of new accounts trained each week/month/quarter, customer training no-shows, and time to adoption
• Set and achieved KPIs, contributing to overall success of the company

• Created Customer Activation department to train, onboard, and implement new customers
• Worked directly with Account Executives (sales) to ensure fast customer onboarding and training, reporting to sales managers on a weekly basis
• Created training presentations and scripts via Microsoft suite, keeping them up-to-date
• Designed and sent every new customer a welcome package, complete with new customer information, voice recording of their Customer Success Manager, and a little something sweet
• Tools Used: Salesforce, Gainsight, Excel, PowerPoint, Microsoft Suite, Join.Me,

Ammon, Idaho, US

Internship position performing internet marketing. Worked with the Sales/Account Management team. Performed SEO, Link Building, and Social Media Management. Weekly meetings with CMO regarding business development projects.

Bachelor'S Degree, Business Management/Marketing

Associate'S Degree, Social And Behavioral Sciences