Kevin Oostema

-Customer Support > Senior Customer Experience Specialist(CX) > Customer Success Associate(CSA)

• -(CSA)Manage a book between 180-200 at-risk accounts. Work with customers to generate value and results through discovery and account review.
• Retain, expand, and support accounts and achieved a 3% increase in NRR through April '26. Helped add over 100K in NRR through April '26 so far
• -(CX)Provide dedicated, high-tier support for Agency partners and high-value accounts. Analyze and resolve complex technical issues via live messaging, video, and phone/screen sharing. Platform bugs and functionality, integration options and functionality, API functionality/documentation, and strategic guidance.
• Act as a primary bridge between customers and the Product/Engineering/Ops teams. Manage technical handoffs, diagnose deep-seated platform bugs, and advocate for long-term product reliability based on user feedback.
• Strategically optimize support workflows and internal processes to improve efficiency. Identify systemic bottlenecks and collaborate to improve internal user experience
• Consistently exceed customer expectations by hitting and being a top performer in key performance metrics, including CSAT, QA, and Ticket volume. Frequently Top 5% in Touches Per Hour. Top 10% in Chat Resolution Time. Top 13% in Email Resolution Time. Top 27% in First Response Time. (All over the latest 5-month measurable period)
• Helped Enablement build out onboarding materials. Participated in an 8-week aspiring leaders program sponsored by ActiveCampaign. Chosen for the Pacesetter program for high performers.
• '24, '25 annual performance reviews were above target performance

• Assist customers with onboarding, technical, process, and general knowledge questions
• Respond to customers through phone, email, and Intercom Chat, handling between 20-40 inquiries across channels per day
• Raise tickets with developers on bugs/product issues
• Answer team questions through Slack for process and general knowledge.
• Creation and maintenance of help docs for internal processes
• Use Redmine, Salesforce, Braintree, Adyen, Guru, and Internal Admin etc.

• Responded to sales chats between 30-40 a day. Qualified customer in chat or moved to phone
• Qualified customers and set meetings for Account Executives
• Responded to sales forms via cold calling. Ran cadences for Sales Qualified and Marketing Qualified leads imported from salesforce using phone, email, and social on Salesloft to strategically work my way into an organization
• Worked with marketing to better define sales processes and messaging
• Worked with managers to smooth out SDR rules of engagement globally
• Helped re-evaluate and create documentation to then train and onboard new hires
• Held weekly team meetings with reps to boost team cohesiveness