Sean Kelly Email & Phone Number

Kansas City, Mo, Us

Kansas City, Missouri, United States

Service Management Group (SMG) partners with more than 450 brands around the globe to create better customer and employee experiences, which drive customer loyalty and financial performance. We gather data and deliver insights that lead to actionable changes at the store level and strategic decisions at the executive level. SMG is an AMA Top 50 research firm with a global footprint-evaluating over 150 million surveys annually, in 50 languages across 125 countries.- Serves as the primary owner of executive relationships for mid-market restaurant clients- Manages a team of senior research analysts, insights managers, customer success managers, and solutions consultants- Develops long-term client success roadmaps that help clients maximize SMG’s current SaaS offerings while preparing them for future enhancements and releases down the road- Oversees insights managers and research analysts through the process of developing insights outlines, analyzing relevant data points, storytelling through presentation development, and proving the ROI of customer experience initiatives- Holds clients accountable to taking action on recent insights; recommends change management solutions and reporting strategies (through SMG's SaaS solutions) that empower both executives and field leaders to solve their biggest customer experience issues

Kansas City, Missouri, United States

- Served as the primary insights lead for large restaurant clients; successfully built relationships with client senior leaders- Led clients through quarterly planning sessions to create a insights roadmap that is aligned to their strategic objectives- Managed a team of senior research analysts and insights managers; set goals for the team and tracked performance metrics (e.g. customer satisfaction scores, customer health scores, retention, etc.) and provided ongoing coaching and feedback- Oversaw insights managers through the process of developing insights outlines, analyzing relevant data points, storytelling through presentation development, and proving the ROI of customer experience initiatives- Served as an internal advisor for SMG’s product team through the development of new SaaS offerings- Developed an internal tool that allows Client Success teams to quickly assess program health; launched and trained the entire Client Success department on how to best use the tool in CX program consultation sessions- Served as a member of an internal research team dedicated to developing industry thought leadership content for use in all basic insights presentations

Kansas City, Missouri Area

Kansas City, Missouri Area

- Built and maintained relationships with SMG’s large, enterprise restaurant and retail clients- Managed a small team of Account Managers and Account Analysts- Led the development of customer experience insights presentations; outlined key business questions to be answered and worked with research analysts to identify the best ways to go about answering those questions- Presented customer experience insights to high-level executive stakeholders- Built a strategy for communicating insights and areas of opportunity to field-level operators and unit-level managers using

Kansas City, Missouri Area

- Built and maintained relationships with SMG’s mid-market restaurant and retail clients- Acted as a liaison between the client and technical teams, ensuring any issues or feature requests were properly communicated and addressed- Advised restaurant and retail clients on how to best structure customer experience surveys to capture relevant insights- Answered helplines for day-to-day users of SMG’s SaaS reporting website- Developed insights presentations for executive stakeholders that measured the effectiveness of key customer experience-related client initiatives

Overland Park, Ks

PROOF is an insights company that evaluates and measures the emotions, motivations and preferences of customers. While there are many ways to assess the behaviors (purchasing history, analytics, etc.) of customers, those behaviors are just results of how a customer feels. We use customer insights research to understand the feelings of customers and provide mathematically sound insights on which messages to use for which customer segments so companies can win more business.- Led Proof Positioning research process for local, regional, and national clients; led initial research meetings to determine objectives and goals, created client surveys, managed survey launch process, analyzed data, and built client presentations- Translated research data into actionable insights during research presentation meetings- Consulted clients in the development of brand strategy including message development, sales process alignment, and development of a marketing mix using insights gathered from research process- Managed the tactical implementation of brand strategy for all clients

Overland Park, Kansas

Startup Branding builds power brands for startup businesses. Startup Branding focuses on providing startup businesses with the appropriate marketing messaging and collateral they need to be successful in their first years. - Performed secondary research on clients' competitive market landscape- Worked with startups to develop their brand position and the 8 words or fewer that they need to effectively communicate their position within their market- Redesigned clients' brand imagery and collateral to reflect their new brand position- Developed websites and wrote online content that reinforced and communicated the brand in a simple and effective way

Greater Boston Area

Originally founded as a small consultancy in 1997 by Eric Enge – a top SEO practitioner and co-author of the book The Art of SEO – Stone Temple Consulting has since expanded into an award winning, full-service digital marketing agency providing a broad range of white hat SEO and digital marketing services.- Managed Google AdWords account for largest national client - Performed bid, bounce rate, and search term analysis- Created new content within AdWords campaigns including ads, keywords, and placements to optimize paid search results- Placed articles in popular nationwide publications for related blogging site- Aided in brand image maintenance and repair