Open to opportunities

Desmon Hayes

@desmonhayes

Message

I am a results-driven customer success and operations leader delivering growth and exceptional client outcomes.

United States

Message

What I'm looking for

I seek a growth-oriented customer success or operations role where I can lead implementations, drive adoption and retention, collaborate with cross-functional teams, and deliver measurable client outcomes.

I am a results-driven customer success and operations professional with a strong service mentality and a track record of managing multiple projects to meet deadlines and exceed targets. I focus on customer engagement, continuous improvement, and team success.

I have implemented and managed client pilot programs, converting 90% of clients within contracted pilots to paid accounts and expanding company footprint 240% in consecutive years. I’ve managed a $12M book of business, supported 51 locations that produced 30% of company revenue, and implemented 87 allergy laboratories across 25 states while delivering 100% quality reviews for major implementations.

I bring hands-on experience with Salesforce, Jira, Jotform, and Tableau, and have consulted on AI adoption, led training programs, and partnered with cross-functional teams and C-suite stakeholders. I seek opportunities to drive adoption, retention, and operational excellence through clear processes and stakeholder collaboration.

Experience

Work history, roles, and key accomplishments

Client Relationship Executive

Xsolis

Sep 2022 - Feb 2025 (2 years 5 months)

Implemented and managed a Client Pilot Program converting 90% of pilot customers to paid accounts and expanded company footprint 240% year-over-year across payer and provider markets. Led SaaS implementations, post-go-live support, and cross-functional collaboration with developers, support, and senior leadership to meet SLAs and utilization targets.

Client Success SaaS Implementation Stakeholder Management Go To Market SLA Healthcare IT Cross Functional Collaboration

Project Manager

Alanna AI

Feb 2021 - Jul 2022 (1 year 5 months)

Managed 31 account projects and documentation upgrades to the Alanna AI document platform with 100% of assigned projects completed and results communicated to stakeholders. Drove customer retention and growth through training, webinars, and by representing the voice of the customer to inform product roadmap.

Project Management Data Management Jira Salesforce Tableau Customer Training Account Management Documentation

Customer Success Manager

Loan Beam

Sep 2017 - Dec 2020 (3 years 3 months)

Managed a book of 42 clients valued at $12M annually, led Account Managers, and constructed measurable SLA processes to improve team performance and operational efficiency. Developed contract due diligence and implementation measures to optimize documentation, filing, and site processes.

Account Management SLA Management Team Leadership Operations Documentation

Implementation Project Manager

Frontline Technology Solutions

Jun 2016 - Aug 2017 (1 year 2 months)

Implemented point-of-sale systems at 12 major airport locations, achieving 100% quality review ratings and receiving stellar client feedback including Fortune 500 customers. Promoted to Team Lead and Trainer, providing staff training, technical guidance, and pilot programs to improve processes.

Implementation Point of Sale Training Team Leadership Quality Assurance Client Relations Project Coordination

Senior Key Account Manager

United Allergy Services

Aug 2012 - Mar 2016 (3 years 7 months)

Managed laboratory operations and physician relationships across 51 locations, with the team generating 30% of company revenue and meeting cross-functional financial and operational objectives. Oversaw remote workforce activities including sales, resourcing, staffing, compliance, and quality improvement initiatives.

Key Account Management Operations Management Revenue Compliance Remote Team Management Stakeholder Engagement Quality Improvement

Training Implementation Manager

United Allergy Services

Sep 2010 - Aug 2012 (1 year 11 months)

Developed SOPs and quality assurance standards and implemented 87 allergy laboratories across 25 states, supporting client setup, operational efficiency, and regulatory compliance. Promoted multiple internal employees and acted as liaison between clients and internal departments to build customer loyalty and ensure smooth transitions.

SOP Development Quality Assurance Implementation Training Regulatory Compliance Project Management

Science Instructor

Lee A. Tolbert School

Feb 2006 - Aug 2010 (4 years 6 months)

Taught science across high school grade levels, was promoted to Science Department Chair and Athletic Director, and received Classroom of the Year recognition. Collaborated on lesson plans and assessments, advised students on curriculum choices, and supported academic development.

Teaching Curriculum Development Leadership Team Collaboration Program Development