Thomas Kendall Email & Phone Number

Chicago, Illinois, United States

Boston, Massachusetts, United States

▪ Work directly with our sales team in charge of all existing accounts (800+ accounts)▪ Deliver lists of accounts, as they become eligible for conversion from our legacy product to our new platform, to the Account Executives▪ Present our new CRE operations platform, to customers as the product becomes a good fit for them, based on a deep analysis of their usage of our legacy platform.

Greater Boston Area

▪ Analyze account usage and customer satisfaction to determine eligibility of conversion to new products.▪ Collaborate with sales, marketing, and customer success teams to communicate the value of new products to customers deemed eligible for conversion.▪ Identify product gaps and advocate on customers' behalf to the product development team, in order to influence the development of the most impactful functionality moving forward.▪ Provide account insight, and deliver services to customers on behalf of the sales team in order to demonstrate value of adopting new products.▪ Maintain the highest level of knowledge on all current offerings, new development, future technology, and partner products, so that customer eligibility and product value are clear and confident.

Greater Boston Area

▪ Develop a process for analyzing and managing customer conversion eligibility from current products to new products.▪ Perform analysis on each customer and create usage profiles to provide a conversion path to new products.▪ Maintain lists of customers which are eligible for conversion to new products based on their needs and new product road maps.▪ Initiate contact with customers, and communicate and demonstrate the value propositions for new products to all levels within a customer’s technical and business organizations.▪ Provide standard and custom demonstrations of new products, gain conversion acceptance, and plan implementation processes.▪ Identify, validate, and log customer enhancement requests and product gaps in order to drive development of a more effective and valuable customer experience within new products.▪ Report progress directly with the Building Engines’ executive team.▪ Work closely with the product teams to understand new product roadmaps, keep customer prospects updated on progress regularly, and share customer experiences in the field to influence future development.▪ Collaborate with all sales teams to engage existing customers, and assist in pricing and contracting for customers involved in transitions to new products.

Greater Boston Area

▪ Rebuilt our Customer Success CRM from the ground up, cleaning data within Sales Force, ZenDesk, and internal systems to ensure accurate and consistent information is present now and in the future.▪ Identified key factors of customer accounts that impact likelihood of churn, in order to develop a “SuccessScore” which ranks customers based on their account health and allows the CSM team to predict and prevent churn.▪ Along with a team, developed a customer “Health Check” to be used in order to present account health and opportunities for improvement to our highest interest clients. (Top ARR & Highest Risk)▪ Created automated dashboards that show at risk customers as well as healthy accounts, in order to increase the transparency of customer health across all departments.▪ Began collecting NPS data in July of 2018, now analyzing that data on a weekly basis and allowing customer feedback to be channeled to the responsible party internally, such as: Product, Support, CS, Sales, and Marketing.

Boston, Ma

▪ Identified opportunities for clients to grow their business with BE in order to increase likelihood of retention.▪ Made client growth opportunities known to our sales team in order to fulfill client growth expectations.▪ Investigated issues and bugs, logged them with development, and remained involved to deliver solutions to clients.▪ Represented client interests to ensure new product developments were prioritized to fit their use-case.▪ Worked directly with sales to develop strategies to identify, target, and acquire new business within client accounts.▪ Conducted on-site meetings with clients’ executive decision makers to present the value they have gained from BE.

Boston, Massachusetts

▪ Acted as the first point of contact for day-to-day questions from all BE clients as part of the Custom Success team.▪ Tackled projects from CSM’s, Implementation Project Managers, the Director of CS, and the VP of CS.▪ Completed data bulk loading and editing, system configuration, client training, and short term implementations.▪ Presented live training webinars multiple days per week on various system features and functionalities.▪ Worked within ZenDesk, using chat, phone, and email to resolve customer issues.▪ Logged and tracked bugs and enhancements within JIRA, and communicated with customers to provide insight to the tickets that related to them.

Vermont

Designed and published our website with ecommerce (www.stumbleclothing.com).Designed all artwork, logos, and media.Established and managed relationships with over 30 college, prep school, and high school students as brand representatives.Produced 24 different t-shirts, long sleeves, hoodies, crew necks, and hats through U.S. manufacturers, printers, and stitchers.Researched and developed more efficient and cost-effective distribution channels for the manufacturing/printing of our shirts.

Albany, New York Area

Burlington, Vermont Area

London, United Kingdom

Bachelor Of Science (B.S.), Marketing Major / Entrepreneurship Minor

Marketing And Advertising

CAPA International Education, Internship Program