Kerwin Burton.com

I’m a Customer Success leader turned AI consultant who cares about two things:

Helping small businesses stop drowning in manual work
Helping professionals reclaim their time and lives through AI automations

Through Progressive Strategies Services, I partner with small businesses & individuals to:

Spot where AI can make the biggest immediate impact on repetitive tasks
Design simple automations that support sales, service, and operations
Train teams so the tools get used, not abandoned

My background includes:

8+ years in SaaS Customer Success & Account Management (high-growth environment)
Frontline experience serving Enterprise customers face-to-face
Ongoing work in AI tools, automation, and customer journey design

Professional Experience

AVALARA Global Saas Tax Compliance Provider

Seattle, WA
-Enterprise Customer Success Manager | 2023– 2025
-Territory Customer Account Manager III | 2017 – 2023

As an integral part of AVALARA, a premier Saas Tax Compliance Provider, I have been driving exceptional customer experiences and fueling enterprise business development for 8+ years. Key achievements include:

Strategic Alignment: Aligned resources and service capabilities with client needs, pain points, and requirements, fostering loyalty and retention through a high-touch consultative relationship building approach.

Customer Advocacy: Successfully advocated for customer discount requests, ensuring client loyalty and retention.

Performance Excellence: Achieved all revenue and performance metrics, converting customers into brand ambassadors and ensuring service subscription renewals.

Accurate Documentation: Maintained Salesforce and Gainsight documentation to detail and report on customer success objectives.

Collaboration for Success: Collaborated with CX, Knowledge, and Learning teams to identify/create resources, such as help content, webinars, and training, reducing customer attrition.

Account Expansion: Promoted products and services to expand current accounts.

Feedback Loop Champion: Drove feedback loops with customer success, UX, and product management teams, enhancing the customer experience and meeting retention targets.

Sales Excellence: Deployed a consultative sales approach, consistently exceeding Monthly, Quarterly, and Annual sales targets, surpassing KPIs month on month.

VALUE ADDED SKILL

Contract
Negotiation

Product Adoption

Client Requirements Analysis

Solutions Sales

Customer Advocate

Marketing

Team Management

Churn Reduction

Business Development

Client Relationship Management

Consultative Sales

Account Retention

B2B Client Acquisition

SaaS

Account Management

Lead Generation

Consultative Sales

Client Engagement

EBIZOWNERSOLUTION

Honolulu, HI | Salesforce Admin and Website Developer | 2012 - 2016

A business consultancy offering a range of services to optimize and energize non-profit clients’ branding, marketing and digital sales capabilities where I was responsible for:

Consulting with and guiding clients on best practice client engagement strategies.
Customizing Salesforce.com and websites to streamline client business development and data-driven decision-making processes.
Integrating various SaaS tools to increase user adoption; promoting engagement and growth of donors and volunteers.
Ensuring seamless adoption of Salesforce.com CRM by various small to medium size non-profit
organization clients to increase productivity and provide optimized workflows and collaborations

LIFE AFTER GRADUATION LLC

Bainbridge Island, WA | Executive Account Manager | 2011 - 2012

A publishing firm creating and marketing content to elevate graduating students vocational, academic and profession success. Managing the Western US sales territory to drive account growth throughout 1500 college and university network, primary accountabilities revolved around:

Personally managing 125 top-tier college clients; building expanded sales opportunities and providing comprehensive account management and support; achieving a 200% sale increase within 8 months.
Conceptualizing and delivering consistent and replicable client success stories.
Collaborating with leadership to define strategic sales goals and growth strategies.
Creating frameworks to increase university and graduating student relationship management.
Conducting regular account reviews to determine current needs and identify opportunities for new sales within the client’s various programs and departments.

Amaze Entertainment
Redmond, WA | Graphic 3D Artist/Lead Artist |
1996 - 2006

Created graphic art (Textures, Environments, FX, Animation & Modeling) for a variety of gaming platforms, for several high profile movie licenses.

Published Titles:
Sims 2 – PSP
Over the Hedge – PSP
Pirates of the Caribbean – PSP
Harry Potter and the Sorcerer's Stone – PC
Harry Potter and the Chamber of Secrets – PC
Harry Potter and the Prisoner of Azkaban - PC
Lemony Snicket’s a Series of Unfortunate Events – PC
The Wild Thornberry's Animal Adventures (2000) - N64
Rugrats: Scavenger Hunt (1999) - N64
NBA Live 98 (1997) - Sega Saturn
NBA Live 97 (1996) - Sega Saturn