Kevin

about

I am a Salesforce-certified Customer Success and operations leader with experience helping SaaS customers improve product adoption, streamline processes, and achieve business goals. I build automated Salesforce reports, dashboards, Service Cloud workflows, customer communities, knowledge bases, and engagement tools that turn customer data into actionable insights. I have managed customer portfolios, renewals pipelines, support operations, and cross-functional initiatives involving Product, Engineering, Sales, Marketing, and Solutions teams. My work includes identifying churn risk, leading targeted adoption campaigns, developing webinars and training materials, improving support queue management, and creating customer feedback programs such as NPS and CSAT. I also bring hands-on experience with Salesforce administration, AppExchange tools, SOQL, SQL, Jira, Conga Suite, marketing automation, data-loading tools, and customer communications platforms. As a people manager and process-improvement practitioner, I can lead teams, coordinate projects from scope through delivery, and translate customer needs into practical technical solutions.