JILL ELIZABETH KLEIST
Raleigh,NC
Summary
Dedicated Senior Manager with over 8 years in the SaaS industry, specializing in professional services. Proven track record of leading service delivery improvements and business transformation initiatives that contribute to sustainable revenue growth and enhanced customer satisfaction. Skilled in developing strategic partnerships and leading cross-functional teams to exceed business objectives. Adept at fostering innovation and continuous learning within organizations.
Overview
9
9
years of professional experience
Skills
- Leadership & Team Development
- Multilingual communication
- Customer Success User Adoption
- Product and service delivery CX
- Product Roadmap Development
- Training Consulting Documentation
- Software deployments
- Technical integrations (Azure, APIM, CPI)
- JIRA AWS (Cloud) ERP Systems (SAP PM, P6) SalesForce TeamSupport CRM
- Sales Engineering Pre-sales
- Plant Maintenance Best Practices
Languages
Portuguese
Native/ Bilingual
Spanish
Native/ Bilingual
German
Elementary
English
Native/ Bilingual
Work History
Senior Manager, Professional Services
Prometheus Group
Raleigh, NC
06.2022 - 10.2024
- Scoped and prioritized stakeholder needs to enhance customer advocacy, contributing to a sustainable revenue increase.
- Led the operational and executive relationship management of key accounts, overseeing portfolios worth over $2M ARR.
- Spearheaded the generation and maintenance of SOPs, significantly improving service delivery efficiency across 8+ product teams on global scale
- Initiated and managed critical operational metrics that directly improved service conversion rates, forecast attainment, and customer satisfaction.
- Streamlined new employee integration during acquisitions; planned timelines and executed system/tool migrations to drive organizational efficiency and retention
- Fundamental in ensuring smooth execution of SOC2 audits for the department
Professional Services Manager, Americas
Prometheus Group
02.2020 - 06.2022
- Optimized deployment methodology across product teams, overseeing 80+ software deployments and upgrades
- Drove customer requirements gathering to realization through hands on management of support teams, JIRA, and development leads
- Established new department structures along with headcount needs, fostering cross-departmental collaboration through internal training
- Developed new third party partnerships for increased resale and service opportunities.
- Defined & executed successful POCs valuing up to $660k ARR
- Forecasted annual and quarterly service goals for the Americas
Professional Services Manager, LATAM
Prometheus Group
07.2018 - 02.2020
- Developed client workshops, trainings and pre-sales demonstrations
- Lead for POCs generating +300k in revenue per quarter
- Responsible for development of strategic partnerships, implementations and support
- Identified, planned, and reviewed technical and sales content in three different languages (translation of software, tech docs, user manuals, training reports)
Professional Services Consultant / Project Manager
Prometheus Group
03.2016 - 07.2018
- Trained and advised maintenance teams on best practices, generating long-lasting client partnerships
- Managed product implementations and configurations in clients' landscape
Education
Bachelor of Arts - Spanish Language And Literature
University of Montevallo
ALTimeline
Senior Manager, Professional Services
Prometheus Group
06.2022 - 10.2024
Professional Services Manager, Americas
Prometheus Group
02.2020 - 06.2022
Professional Services Manager, LATAM
Prometheus Group
07.2018 - 02.2020
Professional Services Consultant / Project Manager
Prometheus Group
03.2016 - 07.2018
Bachelor of Arts - Spanish Language And Literature
University of Montevallo
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