Kelvin Stroud

899 Saint Nicholas Ave.

New York, NY 10032
kstroud2024@gmail.com
929.532.1222

Objective:
Results-driven customer success professional with over a decade of experience in project and
account management seeking a position to leverage my skills in enhancing user experience and
driving customer satisfaction.

Professional Experience:

Digital Enablement Customer Success

Vector Solutions 09/2021-09/2023

● Established a trusted advisor relationship, handling overall responsibility for managing

the customer relationship from end to end once the sale is made, including keeping the
customer informed of all product updates.
● Applied enterprise Customer Success strategies to maximize customer retention: grow
adoption, perform consultative business reviews, demonstrate value delivered, and build
strong stakeholder relationships.
● Motivated and managed Jr. Success Managers to achieve set objectives
● Forecasted and managed client renewals.
● Designed and implemented customer success strategies to drive client engagement and
satisfaction.
● Coordinated and executed training initiatives to educate and empower team members.
● Managed successful client onboarding processes to ensure seamless integration and
adoption of products.
● Led and supervised a high-performing team, providing guidance and support to achieve
goals.
● Analyzed performance metrics to identify areas for improvement and implemented
data-driven solutions.
● Conducted thorough data analysis to extract actionable insights and inform strategic
decision-making.

Senior Global Customer Success Partner

Verizon Connect 07/2018 – 9/2021

● Implemented effective sales strategies to drive business growth and increase revenue.
● Provided technical support to customers, troubleshooting issues and resolving problems
in a timely manner.
● Managed client onboarding process, ensuring seamless transition and successful
implementation of services.
 ● Handled account management responsibilities, including contract negotiations, upselling,
and ensuring customer satisfaction.
● Utilized customer relationship management strategies to foster long-term partnerships
and exceed client expectations.
● Applied strong problem-solving skills to analyze complex issues and develop innovative
solutions.

Senior Enterprise Customer Success Manager

LivePerson Inc. 05/2012 – 11/2017

● Developed and executed successful sales strategies to enhance business growth and
boost revenue.
● Delivered technical support to clients, promptly resolving issues and providing
troubleshooting assistance.
● Oversaw the smooth transition and successful implementation of services during the
client onboarding process.
● Managed key account responsibilities, including negotiating contracts, identifying
upselling opportunities, and ensuring overall customer satisfaction.
● Employed effective customer relationship management techniques to cultivate enduring
partnerships and surpass client expectations.
● Utilized sharp problem-solving abilities to analyze intricate issues and devise creative
resolutions.

Customer Success Manager

V-SEPT, Inc.
11/2008 – 05/2012

● Identified and resolved technical issues to ensure smooth operation of systems and
equipment.
● Maintained positive client relationships by responding promptly to inquiries and providing
excellent customer service.
● Provided technical support and assistance to customers, troubleshooting problems and
finding effective solutions.
● Managed key client accounts, overseeing their needs and ensuring their satisfaction.
● Coordinated and executed projects, ensuring all tasks were completed on time and
within budget.
● Ensured high levels of customer satisfaction by addressing concerns and exceeding
expectations.
● Established a trusted advisor relationship, handling overall responsibility for managing
the customer relationship from end to end once the sale is made, including keeping the
customer informed of all product updates.
 ● Applied enterprise Customer Success strategies to maximize customer retention: grow
adoption, perform consultative business reviews, demonstrate value delivered, and build
strong stakeholder relationships.
● Motivated and managed Jr. Success Managers to achieve set objectives
● Forecasted and managed client renewals.
● Awarded “Presidents Club” designation in partner sales sales from 2009-2010 exceeding
quota annually by 120%

Education:
University of Illinois at Chicago
Bachelor of Arts
Marketing Communications
2004