Jeffrey K.
Sr Customer Success Specialist @Tennant Company
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WORK HISTORY
Sr Customer Success Specialist @Tennant Company
Eden Prairie, MN, US
Oversee a strategic robotics portfolio across major retail accounts, achieving 93% positive success status, 100% proactive renewal engagement, and >20% fleet expansion.• Increased autonomous runtime 7% and daily square footage 11% while reducing assists 3%, strengthening utilization and renewal confidence.• Designed and automated scalable reporting systems that convert raw telemetry into executive-ready dashboards, reducing manual analysis from hours to minutes, while improving decision-making.• Built the Level Two Outreach program, automating personalized, data-driven engagement workflows that increased consistency, accountability, and adoption across the portfolio.• Produced enterprise assist documentation by analyzing machines and assist events; resources adopted by Learning & Development for company-wide enablement.• Refined renewal scripts, onboarding templates, and machine performance review frameworks to accelerate time to value and strengthen cross-functional alignment.
EDUCATION
University of Hartford
Bachelor of Arts - BA
Michigan State University
Bachelor of Arts - BA
ABOUT JEFFREY K.
Customer Success professional with 15+ years of experience across technical support, product enablement, and operations. I work at the intersection of customers, technology, and process, helping organizations turn complexity into clarity and friction into scalable systems. I specialize in identifying root causes and building structured, data-driven solutions that accelerate adoption, reduce escalations, and strengthen renewals. By combining analytical insight with disciplined process design and practical enablement, I help lower support demand while increasing utilization and long-term retention. My focus is simple: Customer outcomes should drive business outcomes. I ensure the two remain aligned by creating repeatable frameworks that deliver measurable value and sustainable growth.• Customer Success Strategy, Adoption, and Retention• Robotics and SaaS Performance Optimization• Telemetry, Analytics, and Executive Reporting using Excel, Power BI, and Smartsheet• Process Automation and Scalable Workflow Design• Cross-Functional Enablement and Operational Alignment• Technical Troubleshooting and CRM Systems including Salesforce and Freshdesk
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