Kyle Stump

Experience

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  Frankie's Fun Parks, LLC

  Jan 2006 - Jan 2015

  •Interact with customers in a variety of manners that range from diffusing situations with unhappy customers to providing basic customer service, to helping them decide what purchases would be most beneficial to their personal needs.•Work with fellow supervisors and managers to make sure all employees are operating their stations in an efficient and timely manner for our numerous customers.•Reprimand employees when necessary to prevent further detrimental behavior.•Electronic hardware maintenance and support.•Facilitated and repaired hardware for laser tag arena. Show less

  • Shift Supervisor

    Jan 2012 - Jan 2015

  • Arcade Attendant

    Jan 2006 - Jan 2012
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  Traingle Wine Company

  Jan 2014 - Jan 2015

  Sales Associate

  •Provide excellent and personal customer service in helping them leave the store happy with their purchasing experience.•Assist in the stocking, and merchandising of all products, including displays.•Conduct regular and spot check inventories of merchandise, supplies, and equipment. •Assist customers in finding products, making selections and purchasing items. •Resolve potential confrontational issues when dealing with intoxicated individuals, shoplifters, etc. •Inspect, and store equipment, merchandise, commodities, materials, and supplies. Show less

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  Fleet Feet Delray Beach

  Jan 2015 - Jan 2021

  Business Owner

  •Help lead the team by example in engaging our customers in a friendly, positive manner and working with them to help solve any issues or problems they may be having.•I was responsible for all ordering within the store.•Meet with reps for line showings and work with them to come up with creative ideas for events to help with launches of new products or to increase brand recognition.•Use reports within our Point of Sales system RICS, to help manage, track, and input inventory.•Also use RICS to enter, monitor, and manage Purchase Orders.•Lead the training of new employees in the Fit Process of our store and keep them up to date on product knowledge of new updates.In charge of establishing and maintaining staff cultures, with focus on the Customer Experience.•Monitor performance and provide constructive feedback in the form of metrics and customer/staff reviews.•Lead communication amongst staff; make sure everyone is on the same page via daily “huddles” (beginning of shift meetings) and the use of an ongoing monthly “playbook” (journal/ledger).•Teach new hires the Fit Process and utilize various Fleet Feet assets for continuous education for staff. Show less

• 

  NetApp

  Jun 2021 - now

  •All previous tasks/results listed under “Customer Success Manager I”•Assist with delivering Manager reporting to Senior Leadership and holding of team calls while my team’s Manager is out.•Help with training of team, in both delivery & assisting with retention of training programs.•Acquired several professional external Customer Success certifications.•Help with mentoring new hires, whether they are directly on my team or not.•Tasked with brand new Onboarding methods and overachieved in each quarter in terms of the number that was given to me to perform for customers.•Tasked with keeping serial numbers in the current quarter and next three quarters up to date in their expected outcomes along either renewing or refreshing, to an average of 125% of goal. Show less •Tasked with increasing retention rate by 15% over the past fiscal year and have met or exceeded that number in each quarter.•Partnered with Internal engineers to test and implement a new Install Base monitoring dashboard.•Monitor AutoSupport data and communicate relevant findings to Account Teams/Customers.•Perform install base health checks focused on utilization, EOSL dates, risks/decline in usage, system recommendations.•Listen to customer feedback and act on what they need, became my customers’ lead advocate within NetApp to ensure satisfaction and retention.•If a sales opportunity is qualified, I work with bringing in the account team and providing a “warm” hand-off of the customer to engage in the sales process before engaging with them again in post-sales for support and continuation of health checks. Show less •Identify Growth Opportunities through Add-on Lead Qualification.•Identify and qualify high propensity Add-on Leads from AIQ/GTM team (max utilization, refresh, EOSL) along with sourcing my own various leads.•Target New Opportunities through Pro-active IB Management.•Partner with IB SE team to deliver “Envelope” to Account Teams/Customers.•Continuous IB monitoring through Active IQ Watch Lists & NextGen IB Console•Drive Positive Customer Experiences/Adoption.•Monitor AutoSupport data and communicate relevant findings to Account Teams/Customers.•Perform IB Health Checks focused on utilization, EOSL dates, risks/decline in usage, system recommendations. Show less

  • Customer Success Manager II

    Jun 2023 - now

  • Customer Success Manager

    May 2022 - Mar 2024

  • Virtual Account Manager

    Jun 2021 - May 2022