Kelly Hogan
About Kelly Hogan
Kelly Hogan is the Head of Customer Success at Resquared, where she has worked since 2022. She has a background in customer service management and has developed key performance indicators focused on customer retention and account health.
Current Role at Resquared
Kelly Hogan serves as the Head of Customer Success at Resquared, a position she has held since 2022. In this role, she is responsible for overseeing customer success initiatives and presenting customer success KPIs to the company on a monthly basis. Her leadership focuses on enhancing customer satisfaction and retention, which are critical for the company's growth.
Previous Experience at Neighborhoods.com
Before joining Resquared, Kelly Hogan worked at Neighborhoods.com as a Customer Service Manager from 2016 to 2020. During her four years in this role, she was instrumental in managing customer interactions and ensuring service quality in the Greater Chicago Area. Her experience in customer service laid the foundation for her subsequent roles in customer success.
Professional Background at UpCity
Kelly Hogan was employed at UpCity as a Customer Success Manager from 2021 to 2022. In this position, she developed a new training plan for customer success managers, specifically targeting the commercial real estate sector. This initiative aimed to enhance the skills of the team and improve overall customer engagement.
Educational Background at The Ohio State University
Kelly Hogan earned her Bachelor's degree in Theatre/Theater from The Ohio State University, where she studied from 2011 to 2015. Her education provided her with valuable communication and presentation skills, which she has applied throughout her career in customer success and management.
KPI Metrics and Customer Success Initiatives
At Resquared, Kelly Hogan founded new KPI metrics based on gross churn and account health. She also created a bonus structure that emphasizes client usage, aligning team incentives with customer success objectives. Additionally, she collaborates with sales and development teams to identify expansion opportunities and address technical challenges.