KASEN DAI WYSONG
I have a keen entrepreneurial streak, a growth mindset, and professional experience in Customer Success and Marketing. If I could describe myself with three words, they would be 1) Confident, 2) Competent, and 3) Empathetic.
(Some of them)
My portfolio showcases a handful of my most recent projects. Take a look to get a sense of my skills, experience and approach. To learn more about a specific project, feel free to contact me directly.
Background & Expertise
May 2018 - Present
Customer Success Manager
Managed partners (including enterprise-level accounts) with ARR between $30,000-$100,000 at a B2B SaaS company; sole ownership of 7 accounts, shared servicing for 23 total (100% retention)
Led online training sessions and demos to improve partner utilization and adoption rates, as well as weekly calls for check-ins, feedback, and strategy consultation
Restructured, updated, and expanded the Help Center (123 support articles total, using Zendesk) and created a Customer Success Guidebook (for internal use)
Filled out analytical reports for partners to help drive renewal business; reported on metrics like registration and account aggregation
Increased total solved support tickets (from prior 10 months) by 26% after first 2 months as a support member
Sales and Marketing Associate
Managed leads; created and implemented lead qualification process that increased the MoM growth rate by 7% (over 12-month period)
Conducted industry-wide research and high-level outreach
Led 3 email campaigns and averaged a 43% open rate and 8% click rate
Created: standardized RFP templates; company's first Lead Pipeline Guidebook and Sales Pipeline Guidebook; content like blog posts, demos, social media posts
Salesforce Administrator: managed over 300 opportunities and over 2,000 accounts; built 10+ dashboards depicting pipeline statistics; generated analytical reports for Executive, Sales, and Marketing teams
CHARLESTON COUNTY AVIATION AUTHORITY
Oct 2017 - Dec 2017
Internship counted towards college credit for Fall Semester 2017
Worked in Accounts Receivable and Accounts Payable; reconciled bank statements and logged remittance reports; balanced credit card payments and filed CRM reports
Jan 2017 - May 2017
Started a profitable on-campus muffin delivery business that brought muffins to dorm rooms on Saturdays.
Experience in logistics, accounting, and leadership.
Bachelor of Business Administration, Major in Finance
CHARLESTON SOUTHERN UNIVERSITY
September 2014 - June 2018
Graduated with honors, 3.93 GPA out of 4.0, Magna Cum Laude; Recipient of the Hunter Scholarship and the CSU Outstanding Graduate in Finance Award; Chairman of the Judiciary Committee for the Student Government Association; winner of the Team Business Plan Competition (2015); Cadet of the Month, January 2017; winner of the School of Business' monthly award.
I'm never afraid to tackle learning a new skill, but here are a few that I currently have.
Created pipelines, guidebooks, and knowledge base articles for both internal and external use
Crafted emails, led campaigns, made blog posts, and posted strategically to social media
Led training calls, demo sessions, and presentations for partners; also conducted weekly check-ins with existing partners
Helped service 20+ partners on the Success Team; organized and cleaned up the team's Salesforce account
Figured out a way to extract the most comprehensive dataset from our product's platform in a replicable manner
Pushed team to utilize demo videos (implemented) and to create a podcast by drawing up a project plan (never implemented)
Created a system for tracking inbound leads; started a Customer Success Guidebook to document processes
Salesforce; MailChimp; WordPress; Zendesk; AutoPilot; Audacity; Microsoft Office; Macbook Pages
Ask Me About...
THE US EMBASSY THINKING I WAS PART OF THE MAFIA
RUNNING 10 MILES FOR WIFI IN ALASKA
DEFENDING MY BROTHER FROM WILD DOGS IN UKRAINE
TOP TALENT AWARD
“It ain't about how hard ya hit. It's about how hard you can get hit and keep moving forward. How much you can take and keep moving forward. That's how winning is done!"