University of Utah - David Eccles School of Business

Westminster University

Ennis High School

Director Of Business Operations at Montana Mex

AdvicePay

President

As the first Customer Success Leader, I was brought on to define, build, and optimize the Customer Success organization. I own and execute on the vision, strategy, and day-to-day tactics to be mission critical at our customers. I currently manage the Customer Success and Customer Support teams with a major a focus in establishing scalable team structures and systems to maximize our Enterprise Customer relationships.

Senior Director of Customer Success

Acted as an Integrator with a strong visionary team to take creative ideas and turn them into scalable, profitable ventures.

- Worked across all departments to align team goals and communications, execute initiatives, and establish processes.
- Translated company vision and revenue goals into objectives and key results.
- Defined team roles and responsibilities and established a reporting structure.
- Implemented technologies to enable teams to work and communicate more efficiently.
- Developed Employee Handbook, employee onboarding, and benefits program.
- Created streamlined investor reports and reporting process.
- Managed online store; improved profitability from a -10% loss to 20% margin within 2 months.
- Developed internal project management capabilities to scale virtual events.
- Created and onboarded new Content Manager role and launched email marketing program.
- Led coordination for and contributed to a Go-To-Market and Business Transformation strategy.

Montana Mex

Director Of Business Operations

Operations Manager

- Served on executive Leadership team, weighing in on and executing critical decisions around Wisetail’s vision, strategy, and culture.
- Drove the CX strategy by setting objective and priorities, creating KPIs and budgets.
- Continually optimized the CX service model and processes; introduced a tiered engagement
model and created four new positions to scale a high-touch service model.
- Owned all customer-facing initiatives including revamping the customer-facing knowledge base,
publishing customer communications, and planning customer conferences and training events.
- Sponsored, delegated, and oversaw various team projects that focused on increasing efficiency
while delivering added value to clients.
- Lead a multi-disciplinary team of 11 to achieve 103% of revenue target; maintained 93% client
retention during a period in which there were no new releases in 2 years.
- Provided client feedback and product usage data to the product/engineering team; in absence of
a product manager, was highly involved with setting priorities in product development.
- Created capacity guidelines to understand optimal work loads and forecast hiring needs.
- Introduced customer success plays to create replicable best practices to promote retention.
- Created a culture of open feedback, personal growth, and enlightened hospitality; maintained
7.5+ eNPS (employee NPS) score for department.

Wisetail

Director of Client Experience

- Onboarded and managed two team leads; responsible for budget and resource allocation.
- Designed KPIs around response time, CSAT, implementation, and client health tracking.
- Used product data to create and publish best practices for LMS configuration.
- Self-learned, configured, and implemented JIRA and other Atlassian products to scale ticketing and communication process with engineering team.

Client Experience Manager

- With another Team Lead, co-led a department of 7 employees. 
- Created and implemented a Client Health tracking system.
- Managed strategy and production of weekly client newsletter.

Client Experience Lead

- Created strong relationships with and drove outcomes for a portfolio of high-profile companies such as Cinemark, SoulCycle, BJ’s Restaurants, and the Cheesecake Factory. 
- Designed and led multiple client workshops for client events and conferences.
- Created and facilitated instructor-led in-person client trainings during implementation.

Client Experience Rep

- Responsible for the overall business relationship and performance of key customers.
- Led strategy for customer experience programs for 25+ customers including enterprise accounts such as Nike, Nikon, Eddie Bauer, Timex, and American Apparel.
- Grew customer-driven revenue 146% YOY by communicating the value of expansion.
- Optimized click-through rate, conversion, AOV, and CSAT scores through A/B testing.

Needle

Sr. Strategic Account Manager

-  Performed market research to identify student needs and concerns, and opportunities to improve student culture and enhance the University of Utah’s Full-Time MBA program’s brand.
-  Organized 8 social events for 50 – 200 people. Project management included coordinating multiple service providers and stakeholders, and supervising all marketing, contract negotiation, and activity planning. 
-  Designed and executed a social media strategy that increased student event attendance and activity participation by 50%; strategy involved copy writing, photo and video editing, and graphic design.
-  Conducted additional research to glean insights into student behavior and preferences to ensure accurate target of student engagement campaign.

University of Utah Full-Time MBA Program

Graduate Business Student Association Co-Chair

Founded Marketing Masters, a club for and by students who are passionate about marketing.

-  Identified and planned activities for students to develop and practice marketing skills and network with professionals.
-  Formulated club’s branding strategy including name, logo, purpose, mission statement, objectives, promotional materials and signature activities. 
-  Developed and managed a calendar of events including weekly workshops and a large annual networking event called Marketing Link.
-  Served as marketing consultants to campus organizations; included developing branding strategies and social media campaigns.
-  Established and grew relationships with local companies, marketing professionals, and professional organizations to develop partnerships and sponsorships for future events and activities.

University of Utah

Marketing Masters Founder & President

Managed marketing efforts and improved retail operations. 

-  Assisted with purchasing and pricing decisions. 
-  Improved efficiency by 75% by digitizing entire customer database using Microsoft Access and Excel. 
-  Redesigned inventory control system using cloud sharing between headquarters and retail store to provide sales team with real time updates and to decrease the time customers wait for quotes. 
-  Currently designing a more user friendly website.

Antler Designs

Marketing/Retail Manager

After 5 years coaching over 30 basketball and volleyball camps, was selected to organize and manage the first Utah location of NBC Camps. 

-  Hired, trained, and supervised staff; managed annual budget, and negotiated facility contracts. 
-  Developed and implemented a marketing strategy that included cultivating partnerships with local organizations, planning local and regional events, buying multimedia advertisements, and designing promotions to recruit new campers; wrote copy for multiple advertisements and promotions. 
-  Increased camper attendance by 114% from Y1 to Y2; increased revenue by 240%.
-  Maintained day-to-do communication with campers’ parents in the form of public presentations, e-mails, and social media updates.

NBC Camps

Site Director & Master Teacher

A Utah based non-profit that strives to provide opportunities for snowboarders of varying ages, abilities, and disciplines to develop their skills and compete at the regional, national, and even international levels.

After successfully completing marketing internship, was asked to move into a paid position.

-  Formalized college internship program – hired, trained, and supervised four college interns.
-  Spearheaded creation of the 2011 marketing plan that included promotional events, social media campaigns, and website content management.
-  Performed various administrative duties including tracking and submitting payroll, organizing travel arrangements, responding to customer inquiries, and preparing correspondence.

Team Utah Snowboarding

Marketing Coordinator & Intern Program Supervisor

Coached summer volleyball/basketball camps based on Christian principles. Responsibilities included teaching skills, encouraging campers, creating a safe and positive environment for learning, and facilitating group discussions with children ages 9-18.

Kelsey Lewis