Nicholas Kogelman Email & Phone Number

Ann Arbor, Mi, Us

Ann Arbor, Michigan, United States

Ann Arbor, Michigan, United States

Lead a team composed of a manager, analysts, systems administrators, reporting specialists, and program managers to deliver on strategic programs, and initiatives in collaboration with Customer Success Leadership. Align processes, product offerings, and go-to-market strategies to efficiently deliver customer and company objectives. Key accomplishments include:- Recognized as a top 1% manager in a 17K member organization based on team nominated and central panel reviewed criteria.- Analyzed risk to recurring revenue and built multi-organizational pilot to deploy mitigation strategies.- Supported three team members to help them grow their careers from individual contributors to managers.

Ann Arbor, Michigan, United States

Managed a team of analysts, systems administrators, and operational business partners for several customer experience teams. Overhauled and transformed processes in continuously changing environment. Created go-to-market strategies for globally orderable customer success services. Owned quarterly NPS survey send, analyzed data and delivered recommendations to senior leadership. Key accomplishments include:- Increased efficiency of renewals team by 25% while reducing data errors through process and tooling improvement.- Conducted market research, designed, and implemented new paid customer success product, adding hundreds of thousands of dollars in annual revenue and reducing churn on customer purchases.- Created staffing strategy and finance approved growth plan that allowed global support organization to move from 24x5 to 24x7

Ann Arbor, Mi

Leveraged analytical skillset to evolve the organization’s ability to strategically grow and achieve overall goals. Developed demand-based headcount models for customer success, customer support, and renewals organizations that were approved by finance partners to fund each team’s growth. Partner with multiple stakeholders and teams to develop customer health scoring metric to predict a customer’s likelihood to renew. Analyzed quarterly NPS surveys and delivered recommendations to senior leadership. Key accomplishments include:- Developed KPIs for customer support teams, customer success teams, and renewals organization (200 global team members). Launched executive dashboards and created review cadences for both leaders and individual contributors to understand and accelerate performance leading to consistent achievement of each organization’s KPIs.- Designed and implemented customer health scoring that serves as a quantitative predictor of customer retention, used across the organization for annual planning, KPIs, and to manage the health of the business.

San Francisco Bay Area

Served as sole strategic partner to technical leadership team, including 4 senior directors, to drive operational efficiencies and conduct annual planning across a 700-person organization. Monitored key customer success measures such as product adoption rates, providing program insights and recommendations to increase sales efficiency and enhance go-to-market strategies. Key accomplishments include:- Implemented new technical sales project management tool that decreased selling time by about 35 days.- Created capacity planning and growth modeling for new early career technical sales specialist team- Built business management dashboards and processes, reporting on technical sales. Launched management systems to communicate key performance indicators to directors and teams.

Greater Nashville Area, Tn

Managed sellers across multiple states, as well as 13 go-to-market technology partners, providing cross-functional insights and evaluating growth opportunities. Drove community involvement through planning events and negotiating local partnerships and sponsorships. Provided feedback based on market research that altered national product strategy and sales projections. Achieved combined 127% of revenue targets across both markets.

Ann Arbor, Michigan

Led company strategy to grow adoption of North and South American SMB online advertising measurement and attribution products. Achieved significant gains in adoption of online advertising tracking products by influencing product direction and sales team activation. Key accomplishments include:- Delivered over 600 hours of training, achieving a facilitator score of 4.8 out of 5.- Developed sales dashboard aimed at improving performance and simplifying management within $250M business, leading to consistent overachievement of team KPIs.- Consistently influenced product team development and roll out strategy to better serve needs of SMB customers.

Ann Arbor, Michigan

Managed a $2M book of business to facilitate adoption of advertising products, achievement of customer goals, and increase in company revenue. Consistently achieved given quotas. Trained and coached 30 new hires in similar roles to achieve individual and company goals.