Kevin Levine's Linkedin Analytics

In a career of over 12 years as a global customer success strategist, change agent, and consultant, I have acquired extensive experience in driving transformational customer success strategies, programs, and partnerships to expand customer success coverage, optimize customer lifecycle management, and maximize cross-sell, upsell and expansion sale moments within the customer journey. Some of the initiatives that I have driven include transformation of customer success models, deployment of innovative customer success enablement tools and resources, process improvement and automation, operational playbook development, team training, and customer experience KPI and dashboard design. I also excel in advising and supporting C-level leadership across the entire project life cycle for such customer success transformation initiatives, and in crafting customer success-aligned sales processes, go-to-market plans, and account-based marketing strategies. Career Highlights: ★ Drove the development and implementation of a partner-led customer success program at VMware that leveraged the company’s 28K+ worldwide channel partners to protect $11B in annual B2B revenue from churn while maximizing renewals and client retention. o Rolled out cross-functional customer success program, including enablement tools and resources, comprehensive customer success plan, insight reporting dashboards, certifications, and incentive program geared to client business outcome attainment. o Generated a 12% increase in Net Recurring Revenue (NRR) by leading a customer success change management initiative that took channel partners from a one-time purchase model to a recurring subscription-based SaaS model. ★ Spearheaded the design and implementation of a customer success-aligned sales process and account-based marketing strategies to help an overseas SaaS firm (QVALON) enter the US market, resulting in 2K+ warm leads. ★ Built customer success strategies, programs, processes, and technology infrastructure from the ground up for VCE (a cloud start-up partnership between EMC, VMware, and Cisco), leading to $1B in revenue in just 2 years, along with 98% customer satisfaction.