Kevin Thomson

About Kevin Thomson

I am a versatile business leader and client experience driver with a proven track record of building & leading high-performing organizational functions and guiding teams to forge mutually successful relationships, turn around challenging situations, and sell in & execute bold strategies that maximize performance, revenue growth, and sustained success.Since 2012, I’ve risen through the ranks of multiple performance marketing agencies playing critical roles on their leadership teams and leading critical initiatives, including: • Implementing an elevated client experience culture and practice to maintain client satisfaction during periods of explosive growth• Building a new fully functional independent business unit of account managers, content creators, social media managers, paid advertising & SEO specialists, Web developers, and project managers to creatively support clients from end to end.• Standardizing team process & practices to elevate client experience and achieve record retention levels• Building SaaS client onboarding process, team, and KPIsI began my career as Tour Manager for Ozzy Osbourne and Black Sabbath — receiving a masterclass in working under pressure, delivering a best-in-class client experience, thinking ten steps ahead, and outwardly representing the brand at every touchpoint.Above all, I am a well-rounded leader who brings the best out in cross-functional teams, drives transformative results, and delivers consistent, repeatable success. I am an impeccable relationship builder and problem solver who thrives in making the complex simple, driving efficiency through process, and shaping strategies & solutions that maximize retention and foster deeper relationships with customers.EXPERTISE:CLIENT RELATIONS & SALESCustomer ExperienceClient Onboarding, Adoption, & RetentionOpening/Turning Around Relationships & OpportunitiesDemand/Lead GenerationKPI & Performance ControlsPitching & Cross-SellingMARKETING STRATEGY & EXECUTIONDigital, Social, & Content Strategy and ExecutionCustomer Journey MappingBrand StorytellingBUSINESS MANAGEMENTP & L/Budget ResponsibilityFunction & Process ImprovementTraining & EducationChange LeadershipINSIGHT-DRIVEN DECISION MAKINGAnalytics & InsightsCustomer Profiling & SegmentationMarket ResearchCROSS-FUNCTIONAL TEAM LEADERSHIPBuilding & Leading High-Performing TeamsExecutive Advisory & Thought PartnerNavigating Matrixed Organizations

Experience

1. Senior Director of Client Services

   SMB Team

   Oct 2023 — Present

   Recruited to optimize and scale CS department in an departmental leader role. Success with Account Management team led to addition of SMB Coaching department responsibility.• Achieved 98% revenue retention through introduction of enhanced service models and strategies• Revitalized Business Coaching department morale, resulting in a 73-point increase in eNPS within a single quarter.• Established SOPs, onboarding frameworks, operating policies and engagement tracking used across the org.• Oversaw multi-million dollar services MRR and $60M+ in Paid Ad spend while driving substantial revenue expansion

Education

• Harvard Business School Online

  Certificate of Completion, Organizational Leadership

• College of the Canyons

  Coursework toward a Bachelor of Science in Business Administration

  2003 — 2006

Skills

• Marketing
• Communication
• Business Analysis
• Search Engine Technology
• Search Engine Ranking
• Paid Search Strategy
• Paid Search Campaigns
• Team Management
• Logistics Management
• Travel Management
• Personnel Management
• Personal Development
• Lead Management
• Sales Management
• Management
• Online Advertising
• Online Marketing
• Sem
• Digital Marketing
• E-Commerce
• SEO
• Social Media
• Social Media Marketing
• Web Design
• Advertising
• Mobile Marketing