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@kevinherrera
Results-driven project manager with a focus on customer success.
I am a dedicated project manager with a proven track record of enhancing project efficiency and customer satisfaction. At Stratosphere LLC, I achieved a 15% increase in overall project efficiency, leading to a remarkable 90% retention rate. My ability to tailor training sessions to meet the unique needs of over 100 new customers resulted in a 10% increase in adoption rates. I also spearheaded upsell initiatives that aligned with customer objectives, contributing to a 15% increase in Annual Recurring Revenue (ARR) and a 20% growth in overall revenue.
Previously, as a Customer Success Manager II at Keeper Security, Inc., I implemented proactive outreach strategies that reduced churn by 15%, achieving a 93% retention rate among customers. My focus on leveraging customer feedback led to a $15,000 increase in Annual Contract Value (ACV) and a 20% rise in upsell opportunities. My experience at Cloud Kitchens further solidified my expertise in customer success, where I consistently exceeded upsell goals and improved customer satisfaction rates through targeted retention strategies.
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Work history, roles, and key accomplishments
Stratosphere LLC
Dec 2023 - Present (1 year 11 months)
Achieved 15% increase in overall project efficiency resulting in a 90% retention rate. Increased adoption by 10% by tailoring training sessions to fit unique needs for over 100 new customers. Increased Annual Recurring revenue (ARR) by 15% spearheading upsell initiatives aligning customer objectives.
Keeper Security, Inc
Jun 2022 - Present (3 years 5 months)
Reduced churn by 15% with proactive outreach strategies that resulted in a 93% rate among customers. Increased Annual Contract Value (ACV) by $15,000 and 20% upsell opportunities by leveraging customer feedback to drive product enhancements. Led 20% increase in customer loyalty and retention by analyzing and identifying personalized outreach programs.
Cloud Kitchens (City Storage Systems LLC)
Sep 2020 - Present (5 years 2 months)
Led customer renewals by 10% above company standards by analyzing key customer metrics and improving targeted retention strategies. Named top performer at 120% to upsell goal 11 months in a row resulting in an additional $200,000 in ARR growth. Achieved an increase of 15% customer satisfaction rate by implementing customer suggested enhancements.
Malwarebytes Inc.
Nov 2019 - Present (6 years)
Increased renewal rates by 15% analyzing client data to drive targeted renewal strategies. Generated $120,000 in additional revenue, resulting in 110% to quota attainment executing data-driven campaigns. Achieved 90% renewal rate by creating client-specific presentations, utilizing analytics for tailored solutions.
May 2017 - Present (8 years 6 months)
Led tailored solutions with a $30,000 (per upsell opportunity) increase by managing data to identify client pain points. Reduced churn by 15% to customers delivering training sessions on customer best practices. Increased a 30% increase in market penetration providing market analysis for international expansion efforts.
Degrees, certifications, and relevant coursework
Bachelor’s of Science (BS), Marketing
Studied core principles of marketing, consumer behavior, market research, and strategic planning. Gained knowledge in areas such as advertising, sales, and digital marketing.
Software and tools used professionally
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