Summary
Work History
Education
Skills
Software
Timeline
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Kathy McCarthy

Kathy McCarthy

Customer Success Director
Gordonsville,VA

Summary

Analytical leader who believes in the empowerment of the team to exceed client and corporate goals. Highly diverse, flexible and accountable professional with over 20 years experience in delighting clients and employers in project and program management, strategic change and team building. Metrics driven, results-oriented problem solver with experience across software, hardware, telecommunications, and food management industries. Known for strong communication and interpersonal skills and building effective stakeholder and vendor relationships.

Work History

Senior Manager, Customer Success

SmartDrive
San Diego, CA
02.2019 - 08.2022
    • Lead and mentored 28 resources, in multiple departments of Project Managers, Coordinators and Analysts on implementation projects for large strategic customers.
    • Directly responsible for company oversight of project methodology, kick offs, and reporting standards.
    • Expanded department by 80%.
    • Provide leadership for change management within cross functional departments.
    • Monitored metrics and developed actionable insights to improve efficiency and performance.
    • Executed appropriate staffing and budgetary plans to align with business forecasts.
    • Recommended and implemented successful strategies to maximize revenue.
    • Maintained frequent interaction with senior management to measure goal achievement and determine areas of improvement.
    • Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
    • Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
    • Implemented and developed operational standards, policies and procedures.
    • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.

PMO Manager

DCT Telecom Group
Westlake, OH
12.2016 - 02.2019
  • Established enterprise PMO.
  • Increased resource capacity by 60%.
  • Implemented Project Management methodology and systems.
  • Business process mapping to support business system integrations.
  • Oversaw and streamlined billing and billing processes.
  • Maintained executive leadership / stakeholder alignment to projects.
  • Built successful project plans covering objectives, resources and staffing to meet schedules.
  • Scheduled and facilitated meetings between project stakeholders to discuss deliverables, schedules and conflicts.
  • Tracked project and team member performance closely to quickly intervene in mistakes or delays.

Senior Manager Client Accounts

Lytx, Inc
San Diego, CA
08.2007 - 05.2016
    • Managed and motivated multiple departments under client success umbrella to include Account Management, Implementation Project Management and Consulting along with Consumer division team.
    • Increased client satisfaction scores by 22% by implementing Business Review model.
    • Decreased customer onboarding time by 28%.
    • Expanded account management team by 80% to support additional $60 million in revenue.
    • Executed successful engagement throughout entire post-sales lifecycle of SaaS clients while establishing trusted relationships.
    • Transformed departmental model and streamlined processes along with budget management.
    • Developed training methodology and collateral for systems and processes.
    • Attended Process improvement, Agile and Lean Six Sigma training seminars.
    • Identified issues, analyzed information and provided solutions to problems.

Implementation Consultant

The CBORD Group, Inc.
Ithaca, NY
01.2003 - 01.2007
  • Managed strategic client account relationships for enterprise wide healthcare systems including Mayo Clinic, Rush Presbyterian, Hermann Hospital System and Cleveland Clinic.
  • Generated greater than $1m in revenue in consulting services.
  • Optimized onboarding process to decrease delivery time by 18%.
  • Built strong relationships with decision makers to ensure renewals and upsell.
  • Offered client training services via on-site and online interaction to streamline onboarding process for newly implemented systems.
  • Communicated effectively with third-party personnel involved in implementation efforts, coordinating activities to maximize progress.
  • Studied customers' business processes to customize implementation measures for minimal disruption to operations.

Education

Associate of Applied Science - Business Management

College of DuPage
Glen Ellyn, IL

Skills

Leadership

Project Management

Team Building

Program Strategy

Coaching, Mentoring

Client Relationships

Process Improvement

KPIs

Business Analysis

Agile Methodology

Business Systems Optimization

Software

Salesforce

NetSuite

ServiceNow

MS Excel

MS Teams

Timeline

Senior Manager, Customer Success

SmartDrive
02.2019 - 08.2022

PMO Manager

DCT Telecom Group
12.2016 - 02.2019

Senior Manager Client Accounts

Lytx, Inc
08.2007 - 05.2016

Implementation Consultant

The CBORD Group, Inc.
01.2003 - 01.2007

Associate of Applied Science - Business Management

College of DuPage

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Kathy McCarthyCustomer Success Director