Kelly Knight

Kelly Knight has over 20 years of experience in customer success, operations, and project management. In 2019, they joined Ceterus as VP, Delivery and Customer Success, and was later promoted to Sr. Director, Customer Success & Technical Operations and then Director of Customer Success & Technical Operations. In this role, they were responsible for building, leading & supporting the Customer Success and Technical Operations Support teams, creating new CS Operations role to support rollout of new team training, Knowledgebase and overall process management, creating Zendesk roll-out & developing support metrics dashboard for Executive team, and working across teams & departments to develop new processes to improve service time and service quality.

Kelly also has their own business, Kelly Knight Art, which they started in 2015. From 2015-2019, they worked at PokitDok as Director of Customer Success, where they created a customer renewal process, developed relationships with leadership across all departments, advocated for and implemented a commission plan for the team, developed and delivered a weekly Executive Summary report for Executive team, ensured successful implementation of Salesforce CRM, and acted as “Voice of the Customer” in Executive team meetings.

From 2013-2012, Kelly worked at ADP as an Implementation Project Manager, where they consulted with clients during initial Kick Off meetings to ensure proper expectations were set, tracked the implementation and completion of any additional products client purchased, kept in close communication with the HR Business Partner to ensure successful transition over to service, and more.

In 2012, Kelly began their own consulting business, Knight Consulting, where they provided customer success consulting services for small and large business including SaaS implementation, data integration, customer success operations, process improvement, and playbook development.

From 2009-2005, Kelly worked at Benefitfocus in various roles, including Client Operations Manager, Manager, Employer Implementation, Senior Manager, eExchange, and Manager, Implementation Services. In this role, they managed the relationship with the company's largest client and #2 revenue producer, The North Carolina State Health Plan, created, maintained and successfully executed project plan for the largest annual project for this client: Open Enrollment in benefits, coordinated across multiple internal departments, client contacts and partner carrier contacts, continually scrutinized current processes and system capabilities for customer to ensure operation at highest efficiency, managed team of 5 Associates to support this client and all related activities, and more.

Finally, from 2000-2005, Kelly worked at TMP/Monster Worldwide as an Interactive Consultant and Project Manager/Account Executive, where they focused on growing Interactive revenue, assisted customers with enhancement and development of their employer brand in the marketplace, developed and wrote recruitment advertising strategies and proposals, managed multiple client advertising projects to ensure timely and successful delivery within budget, and more.

Kelly Knight received a Bachelor's degree from the University of North Carolina at Greensboro.