Kelly Smith

Kelly Smith has over 20 years of work experience in customer success and customer service. Kelly began their career in 2000 as a Customer Service Representative at IBM, where they interacted daily with IBM's top direct business clients and created and delivered educational presentations to clients and IBM team members. In 2004, they joined Novozymes as a Customer Relationship Manager, where they managed end-to-end client fulfillment processes and monitored all shipping office transactions. In 2007, they moved to RegEd as a Securities Account Manager, where they managed customer relationships, monitored client contracts, met revenue quotas, and managed issue resolution. In 2010, they joined iContact as a Strategic Advisor, assisting clients in interpreting results of email campaigns and consulting on email and social marketing programs. In 2013, they joined Apptio as a Director, where they guided customers success team in interactions with customers, created internal team playbooks for customer education, and compiled and executed Customer Success Plans. In 2020, they joined ChannelAdvisor as an Account Manager Team Lead, where they consistently attained a >90% renewal rate and 12% increase in portfolio value across multiple industries, enhanced first year customer experience, and educated new customer success managers on best practices. Kelly is currently employed as a Customer Success Manager at Brooklyn Vendor Assurance since 2022.

Kelly Smith graduated from North Carolina State University in 1999 with a Bachelor of Science in Zoology.