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Skillful User Experience Researcher resume
Ambitious VP who creates strategic alliances with organization leaders to effectively align with and support key business initiatives. Builds and retains high performance teams by hiring, developing and motivating skilled professionals.
Market research and analysis
Small business development
Product line expansion
Client account management
Active in the Customer Success Community through attending conferences and meetings, presenting,
writing industry articles and as a guest podcast speaker.
Increase ARR and decrease churn through tactical client plans.
Built out and managed two Global Customer Success teams and process from the ground up.
Launched a competitive Bonus Variable Compensation structure to motivate employees and decrease
Handled all functions related to existing Fortune 500 & 1000 clients including retention, up-sells and
Rolled out a Customer Success solution to capture health, churn and increase efficiency.
Implemented plans to encourage customers to renew with multi-year deals and/or renew early.
Streamlined client on-boarding process from point of sale, handover and implementing a 90 day on-boarding plan.
Provided product feedback to CTO that aligned with reduced churn and increased client retention.
Increased clients ARR as high as 800% by using strategic plans and building solid client relationships.
Education and Training
Bachelor of Arts Degree: Clinical PsychologySan Jose State UniversityClinical Psychology
Publications, Articles and Presentations
VP of Customer Success09/2016 to CurrentWhisbi, LLCMenlo Park, CA
Lead and manage a Global Customer Success team to include CSMs, On-boarding and Support.
Restructured an existing Global Customer Success team, which increased client retention, revenue and
Created a On-boarding and Implementation team to ensure Time to Value was shortened and CSMs were able to focus on client satisfaction and retention.
Managed and revamped the Support team and protocols to align with CSM goals, client satisfaction and create a synergy between the teams when managing client issues.
Evaluated and analyzed churn and renewal metrics by industry, CSM, Sales Director, region and license
level to present to the board.
Created a world class Global Customer Success Plan.
Established core KPI collection through surveys, NPS, interviews, client data and customer product usage.
Landed early renewal (5 months) and 700% ARR in large branded company within 7 months of signing.
Spearheading agency partnership to increase reach into new companies.
Work with CEO to align company to a customer focused organization.
Provide customer feedback and personal feedback on product direction and improvements.
Rolled out a Customer Success platform to collect detailed metrics and manage customers which
integrates with SalesForce, ZenDesk and Jira.
Work closely with Sales to align teams and ensure pre-sales activities align with Customer
Independent Consultant03/2016 to 08/2016Linnea ConsultingSunnyvale, CA
Provided Customer Success and Sales consulting.
VP of Customer Success02/2013 to 03/2016UserZoom, IncSunnyvale, CA
Headed up new Customer Success program, resulting in an increase in revenue exceeding goal of
110% 3 out of 4 quarters.
Increased client ARR up to 800%, initiated early renewal program, and renewed clients on multi-year deals
of two to three years.
Led team accountable for client retention, upgrades and overall customer satisfaction.
Managed a cross-functional team of 14 professionals.
Initiated cross-functional activities to achieve alignment with Sales and Customer Success locally and
Negotiated and closed upgrades and renewals with Fortune 500/1000 companies, including Google, IBM,
The Coca-Cola Company and Lenovo.
Worked with mobile and web customers to ensure success with solution.
Advised customers on using our solution for User Experience, Mobile and Desktop Ad campaigns, Marketing initiatives and click-tracking.
Hired and trained all CS staff while increasing headcount.
Generated monthly and annual revenue to include retention reports.
Shared product knowledge with customers while making personal recommendations both remotely and
Maintained friendly and professional customer interactions to create trust and brand loyalty.
Director of Client Services01/2011 to 01/2013UserZoom, IncSunnyvale, CA
Ensured client satisfaction, collected feedback and implemented improvements through calls, emails and
Managed client interactions, projects, UserZoom renewals and upgrades.
Managed UserZoom US support team to ensure proper and successful interactions for customers with the
Managed UserZoom training through detailed articles, help documents, webinars and online training.
Director of Research & Product Strategy08/2009 to 01/2011UserZoom, IncSunnyvale, CA
Oversaw project management, renewals and upgrades of existing client accounts such as PayPal, Google,
American Family Insurance, IBM, Continental Airlines, US Bank, Charles Schwab and more.
Created and managed original professional services team to supplement client subscriptions.
Managed client interactions, projects, and definition to align with customer needs.
Helped define immediate and future product direction, strategy and road map.
Provided product training, research definition and solutions to clients for both website, online software and
Assisted with Business Development, new client subscriptions and sales.
Sr. UX Research Mgr09/2007 to 09/2009UserZoom, IncSunnyvale, CA
Managed, led, defined, implemented, and analyzed UserZoom client projects to improve the Customer
Experience of website and digital interfaces both mobile and desktop.
Determined goals and tasks that met clients' needs.
Determined industry standard recommendations to fit each unique situation and site or interface.
Worked closely with client product teams to define studies from start to finish.
Reported and presented to all levels meaningful results and recommendations.
Managed research team from training to project start and project completion.
Trained high-profile clients on the UserZoom tool and methodology.
Sr. User Experience Researcher11/2004 to 12/2015Visto CorporationSunnyvale, CA
Worked closely with product teams to define usable mobile software products that fit with our customers'
goals and workflows.
Worked closely with Product Marketing and Channel Marketing to determine software download and setup
flows that met carrier, customer, cultural, and company needs.
Formulated Best Practices Guides for product placement and partner sell-through on third party websites.
Worked closely with marketing on defining and improving new product concepts and directions using
traditional and non-traditional usability techniques.
Educated product teams about user-centered design activities that could be conducted at different phases
of the product development cycle, and guided product teams through these activities.
Defined, developed, lead, analyzed, and reported on results from usability lab studies, expert reviews,
customer interviews, co-discovery studies, surveys, journal/diary studies, documentation reviews,
international research, prototype testing, and other various other usability methods.
Managed international and local usability research with internal stakeholders, contractors, and mobile
carriers to include mobile specific research training.
Available on LI Profile: https://www.linkedin.com/in/koslob