Kyle Brown

Experience

• 

  Island Ice Cream Co.

  May 2014 - Aug 2017

  Administrative Assistant

  • Make phone calls for ice cream orders, payment inquiries, and assistance with any other problems• Data Entry; Used Adagio accounting software system everyday• Over the counter transactions for customers• Interacted with customers daily to solve any issues they may have and ensure overall satisfaction• Assisted executives with the employee selection and hiring for summer positions

• 

  Rowan University

  Sept 2015 - Aug 2016

  NSS Network Assistant

  • Assist Network Administrators with installing, configuring, upgrading, and patching Cisco switches• Assist Network Administrators with installing, configuring, and upgrading UPS’s• Respond to helpdesk tickets, and device malfunctions• Maintained and updated records of inventory

• 

  SOR Technology

  Sept 2017 - Jul 2018

  SOR Technology is a leading provider of online travel-related reservation and search technology. Product Support Duties-• Owned end-to-end product bug escalation, triage and prioritization• Examined HTML, XML, JSON for bugs• Ran queries on SQL pad to examine data and determine effects of bugs and to find potential bugs• Used problem solving skills to determine root cause of failed bookings ultimetely translating to increased user experience and increaased revenue• Served as the primary point of contact for all product issues and managed a live chat daily for almost 200 members from various clubs and levels of management for all product issues • Worked directly under CTO and assisted with vetting any bugs presented to him • Used exceptional analytical, troubleshooting, and problem solving skills to ensure reported bugs are properly vetted before escalating to a developer• Utilized Google developer tools to analyze the cause of bugs• Developed a standard for entering bugs and helped define the line between a bug and an improvement which helped PMO schedule developer time more efficiently• Work closely with PMO and QA teams to ensure high and critical bugs were corrected and released in a timely manner• Examined common product issues reported and submitted product requests for product improvements• Broke down highly technical issues for our customer service and client support teams so they understand the issue and can properly inform members and stakeholders• Worked with all departments and teams throughout the company, and worked independently with limited supervision• Utilized product knowledge learned from sales role• Drastically reduced the number of bugs being escalated to developersQuality Assurance Duties-• Assisted QA team with testing in different environments• Was a part of the entire QA process for the testing and release of product improvements and bug fixes• Supported multiple weekly releases Show less

  • Helpdesk Analyst/Product Support

    Feb 2018 - Jul 2018

  • Sales Account Manager

    Sept 2017 - Feb 2018
• 

  AccuPoint LLC

  Feb 2019 - Jan 2021

  AccuPoint is a web based healthcare management platform specifically designed to streamline business processes, maximize billable hours, manage compliance, and adapt to a changing regulatory environment.• Recommended and lead integration of a new project and bug tracking software• Develop note templates in HTML• Lead support team to ensure adherence to SLA goals• Resolved complex issues to meet customer needs• QA of new features, bug fixes, and suggestions for feature improvements to better serve customers• On boarding clients via training sessions, regular follow up (phone) and email• Operations process improvements, created new support workflow, created software knowledge base and assisted in on boarding process enhancements. Show less

  • Customer Support Manager

    Jul 2020 - Jan 2021

  • Operations Technology Specialist

    Jul 2018 - Jul 2020

  • Sales Executive

    Feb 2019 - Jun 2019
• 

  Playbook

  Jan 2021 - Jun 2021

  Customer Success Manager
• 

  Gain Grow Retain

  Apr 2021 - now

  Member
• 

  RevGenius

  Apr 2021 - now

  Member

  RevGenius is a group of revenue-generating sales and marketing professionals brought together to learn, share, support, and grow with each other.

• 

  Entreda

  Jun 2021 - Jan 2023

  Entreda offers a unified platform to automate cybersecurity and compliance policy enforcement for devices, users, networks, applications. Pro-active cyber risk mitigation and reporting per NIST SP- 800 guidelines.Entreda was acquired by Smarsh in 2020*• Maintained previous responsibilities of managing the Managed services team + Support team• Managed a team of high performing CSM's across 2 companies Entreda & Privva (A Smarsh company, acquired by Entreda)• Provided reporting on key metrics to leadership including GRR, NRR, Growth, Forecasting, and at-risk accounts• Key contributor during the integration of Entreda and Smarsh processes Show less • Managed all Small to Mid-size customer accounts• Conducted QBR's; weekly meetings; Provided advanced support to resolve complex issues• Managed Customer support team that consisted of 6 reps• Managed the Managed Services team that provided Professional Services complimenting Entreda's flagship product• Worked with Product and Engineering team to identify bugs/features that caused the most support volume• On boarding clients via training sessions, regular follow up (phone) and email• Provided suggestions for feature improvements based on customer feedback Show less

  • Manager, Customer Success

    Jan 2022 - Jan 2023

  • Customer Success Manager

    Jun 2021 - Jan 2022
• 

  Smarsh

  Jan 2023 - now

  Smarsh is the leading provider of solutions for capturing digital communications, compliance archiving, e-discovery and AI/ML driven conduct analysis.• Developed strategy and structure for a newly formed team of high performing CSM's focused on accounts ranging from $100k+ ARR to Multi-million dollar accounts• Reported key KPI's reporting for Leadership team• Key strategic contributor working closely with CSM's through Renewals for our business units highest ARR accounts• Built and maintained high level relationships with Key strategic accounts• Fostered strong cross functional relationships between the Customer Success, Sales, Product, Implementation, and Marketing Show less

  • Sr. Retention & Revenue Strategy Manager

    Sept 2024 - now

  • Manager of Customer Success - Corporate 3

    Jan 2024 - Sept 2024

  • Manager of Customer Success - Broker Dealers

    Jan 2023 - Jan 2024