Kevin Reeves
Senior Customer Success Manager @Genesys
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WORK HISTORY
Senior Customer Success Manager @Genesys
Salt Lake City, UT, US
Managed an extensive book of diverse global customers and responsible of $25+M of Annual Contract Value /$68+M of Total Contract Value for 2025.• Core Business Objectives: Drove Net Promoter Score, Delivered Increased Revenue through Renewals, Built Strategic Plans with a collaborative effort for Customer Success.• Key Customer Focus: Feature Adoption, Value Realization, Engagement and Risk Management.• Collaborated with senior leadership, including C Level - aligning on customer strategy, support and growth• Orchestrated Genesys’ top performing Account Executives to prioritize opportunities, apply resources and close bookings• Strong track record to manage tough conversations in a professional and solution oriented manner• Success planning activities for onboarded clients to ensure alignment in “Customer / Genesys” partnership• Conducted executive business reviews with both customer and Genesys senior management• Advocated internally at Genesys to lead initiatives that drive additional value for our customers and improve existing processes • Excellent communication skills: internal/external stakeholders, engineers, developers and all levels of management
EDUCATION
University of Utah
General Education, Business Administration and Management, General
University of South Dakota
General Education, Business Administration and Management, General
SKILLS
ABOUT KEVIN REEVES
Driven by curiosity. Enthusiastic about problem-solving. Focused on adoption and value realization.I am an energetic and self-motivated team player open to new opportunities where I can leverage my deep experience in Customer Success, Program Management, Social Media Care, Gamification and Call Center Operations. My extensive background in customer experience includes leading and motivating people, successful delivery of projects and extensive call center and sales management. Let me show you how I rapidly achieve organizational integration, easily assimilate job requirements and aggressively employ new methodologies.I have a proven record of leadership, management, communication, interpersonal, intuitive, and analytical skills. I thrive in both independent and collaborative environments for successful team building. Expertise includes: process improvement – solving customer pain points, training, quality, delivery of strong business development and coordinating worldwide operational functions.Please contact me with any opportunities. I look forward to talking to you!
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