Kelly Brennan
Strategic Customer Success Manager @PandaDoc
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WORK HISTORY
Strategic Customer Success Manager @PandaDoc
Tampa/St. Petersburg, FL, US
Primary point of contact for a portfolio of 85+ accounts, ranging from small to enterprise - Work closely with a global team to ensure clear communication across the board to our customers - Present Executive Business Reviews and Success Plans to C-Level Executives and stakeholders - Identify product champions and leverage customer relationships to improve overall adoption and customer satisfaction - Manage renewal contracts and negotiations for entire book of business with a 97% retention average - Leverage adoption metrics to ensure all end users have adequate technical training and knowledge of the product - Train new CSMs and act as a general liaison between individual contributors and management - Hold weekly internal meetings to provide feedback to management on internal processes and answer best practice questions
EDUCATION
University of South Florida
B.A, Public Relations
ABOUT KELLY BRENNAN
As a Strategic Customer Success Manager at PandaDoc, I have over six years of experience in building and maintaining strong relationships with a diverse portfolio of clients, from small businesses to enterprise accounts. I am passionate about ensuring that our product meets and exceeds the expectations and needs of our customers, and that they achieve their desired outcomes and goals with our solution. I leverage my skills and knowledge in customer success, Gainsight, Zendesk, and Salesforce to deliver exceptional service, support, and value to our customers. I conduct executive business reviews and success plans, manage renewal contracts and negotiations, identify product champions, and improve user adoption and satisfaction. I also collaborate with a global team of customer success professionals, and train and mentor new CSMs. My mission is to drive customer success and growth at PandaDoc, and to create long-term and loyal partnerships with our customers.
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