Collins Kavoi

Contact Information

• About Me I got involved in customer success and account management because building beneficial
  relationships with customers is what I’m best at. Through my person-centered approach to customer
  service, I’ve been able to deliver tangible results that move the needle in regards to revenue
  generation by enhancing efficiency directly leading to ensuring profitability. Here are a few
  examples of how I draw on my customer success and product management skills to expand
  business capabilities and deliver on my organizations’ objectives:
  • I steer customer retention: I use data to analyze potential customer risks and collaborate with
  engineering and sales business units to address key functionalities that need tweaks, develop
  custom strategies for customer needs and execute them to improve existing products and create
  new features to provide the best customer experience. Through these initiatives, I helped realize
  98% renewal rates and created new business, surpassing internal goals by 23%.
  • I grow customers’ life time value: Upsells require less effort than new sales. While
  leveraging key data, I help identify potential use cases for additional SaaS applications in-line
  with the customers’ goals. This involved regular customer engagement to understand their
  vision. As a result, I’ve helped grow new business from 0 to $500K+ in a previous
  organization.
  • I champion customer advocacy and loyalty: I relentlessly advocate for customers and deliver
  personalized experiences that they can fall in love with. I also eliminate customer effort through
  systematic defect elimination, self-service and support. For this, I helped create extensive
  documentation and automation for clients resulting in a 15% decrease in support-related tickets.
  I advance organizational growth by using and introducing cutting edge tech, grow customer success
  and establish product-led growth guided by roadmaps. My ability to thrive in a collaborative
  environment allows me to cultivate strong relationships with customers and team members. I am
  confident I will prove to be an indispensable resource to your company by providing customers with
  individualized attention to drive emotional connections, being trustworthy, managing, meeting and
  exceeding customer expectations, turning poor experiences into great ones and achieving an
  understanding of the customer’s circumstances to drive rapport.