Donna Renee Kash
Bentonville,AR
Summary
Customer Success Manager with a strong track record in enhancing customer experience and building lasting relationships. Expertise in utilizing CRM tools for account management, growth forecasting, and customer interaction tracking. Proven leadership in guiding cross-functional teams to meet performance goals while ensuring high customer satisfaction. Successful implementation of best practices that boost client retention and foster a customer-centric environment. Results-driven Customer Success Manager skilled in strategic implementation, data analysis, and cross-functional coordination. Proven track record of enhancing customer satisfaction and increasing product adoption, achieving a 99% CSAT score.
Overview
15
15
years of professional experience
2
2
Certifications
Work History
Customer Success Manager
Edmentum
04.2023 - 01.2025
- Strategic Implementation Planning: Design client-facing implementation plans and timelines by learning about client resources, conducting needs analysis, and collaborating with district leads to define goals and evaluation metrics.
- Client Relationship Management: Personalize the customer experience to match their needs.
- Used active listening and kept organized records in a centralized location to track details, which allowed any service representative to immediately respond to that customer's needs.
- Developed implementation plans in collaboration with key stakeholders to align product/tools with customer goals and utilize as our customer journey map.
- Tracked key customer metrics.
- Product Knowledge: Be a subject matter expert who owns the implementation of program outcomes from start to finish.
- Ensure all stakeholders have a 360-degree view of customer health.
- Created concise and repeatable processes to guide customers' use of products.
- Used and triggered workflows to provide standardized, high-quality deliverables for onboarding and support.
- Monitored and maintained high levels of customer communication and support. Kept a 99% CSAT score.
- Increased adoption of Edmentum tools by offering relevant and timely upsells.
- Supported the partnership manager, which resulted in the growth of Edmentum's footprint in our territory by 23% in the first year.
- Showcased extensive knowledge of state accountability plans, assessments, curriculum requirements, and key classroom trends to assist customers in achieving future objectives.
- Supported sales by demonstrating credibility and expertise across all products. Partner with sales to drive the company's future growth by exceeding revenue and retention goals.
Pre-AP National Faculty Member
College Board
, Arkansas
01.2022 - 04.2023
- Pre-AP National Faculty members are College Board–endorsed educators who facilitate Pre-AP Professional Learning experiences across the United States and around the world.
- Enhanced collaboration among Arkansas colleagues by leading summer institutes that shared Pre-AP content, practices, and routines aimed at promoting innovation and excellence in math education.
District Curriculum and Instructional Specialist
Bentonville Schools
, Arkansas
06.2012 - 04.2023
- Oversaw vertical alignment of district math curriculum with state standards and growth assessments, modifying based on data evaluation of quantitative and qualitative insights.
- Managed content teams in designing curriculum and facilitating the implementation of the curriculum.
- Collected and analyzed data in relation to district, campus, and individual student development and success to shape District and Campus Improvement Plans.
- Coordinated data reviews for PLC and subject matter departments to devise strategic action plans for advancement grounded in content, subject, and grade level.
- Serve as the primary contact between the school and district administration teams.
- Coordinate with administration and specialists to create, deploy, and assess targets defined in theyearly site-based professional development framework.
- Facilitate continuous assessment of instruction and implement tailored training and coaching aligned with district and campus instructional initiatives.
- Stay current with state guidelines, policies, and regulations impacting education and engage with ongoing instruction and assessment research to inform effective practice.
- Forge and preserve professional relationships by taking initiative within area, state, and national organizations to broaden expertise
Instructional Coach
Clear Creek ISD
League City, Texas
07.2010 - 06.2012
- Facilitate team efforts in choosing curriculum and instructional resources to support student-centered mathematics classrooms.
- Developed and implemented a comprehensive professional development plan for the entire campus, in collaboration with the leadership team.
- Aggregated, structured, and assessed state, district, and course-level data to enhance systemic process and program evaluation.
- Spearheaded the transition to data-driven decision-making on campus, enhancing improvement initiatives based on best practices.
- Developed and executed a math intervention program for at-risk students, achieving a 98% success rate in the first year.
- Designed, organized, and conducted curricular and instructional professional development for district-wide Algebra I growth across 8 large high schools and 11 middle schools.
- Organized and co-led quarterly curriculum meetings for PLCs.
- Coordinated logistics and instructional materials for a successful PSAT/SAT and National Merit Prep program, achieving a record high of National Merit Scholar students.
- Coordinated design of district common assessments for math, leading PLCs in analyzing data and implementing instructional modifications derived from assessment results.
- Contributed to the creation, implementation, and evaluation of District and School Improvement Plans.
Education
Master of Education - Educational Administration/Leadership
Lamar University
TexasBachelor of Science - Mathematics
Lamar University
TexasSkills
- Proficient in Salesforce, Planhat, and Highspot
- Proficient use of Salesforce to monitor customer health, automate tasks, and implement automated playbooks and workflows
- Proficient in Google Suite, Microsoft, andZoom
- Microsoft Office Specialist: Excel Expert
- Integration
- Excel in Data Analysis
- Strategic implementation
- Edmentum product knowledge
- Sales support
- Customer account management
- CRM software
- Customer relationship building
- Cross-functional coordination
- Customer needs assessment
- Training and mentoring
- Customer onboarding
- Adaptability and flexibility
- Time management
Certification
Building Level Administrator PK-8, 5-12, Arkansas and Texas
Timeline
Customer Success Manager
Edmentum
04.2023 - 01.2025
Pre-AP National Faculty Member
College Board
01.2022 - 04.2023
District Curriculum and Instructional Specialist
Bentonville Schools
06.2012 - 04.2023
Instructional Coach
Clear Creek ISD
07.2010 - 06.2012
Master of Education - Educational Administration/Leadership
Lamar University
Bachelor of Science - Mathematics
Lamar University