Summary
Overview
Work History
Education
Skills
Timeline
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KALI HEGARTY

Boston,MA

Summary

Highly organized and self-motivated Customer Experience Manager with 7+ years of experience managing clients and creating educational content. Skilled in communicating and collaborating effectively across teams to identify, manage, and execute projects.

Overview

9
9
years of professional experience

Work History

Senior Customer Experience Manager

Google / Fitbit
02.2021 - Current
  • Create educational content across Health Plan, Partner, and Direct Employer books of business including live training, webinars, one-pagers, guidebooks, and email campaigns.
  • Develop and implement internal projects that impact the customer experience, including product changes and software implementation workflows, in collaboration with Marketing and Product teams
  • Represent the voice of the customer in Product and Engineering workstreams and provide communication support between internal and external facing teams

Customer Success & Training Manager

Fitbit
01.2020 - 02.2021
  • Led the implementation of all Enterprise clients, working with external teams to project manage the launch of their wellness programs.
  • Developed and managed customer engagement marketing assets for program launch and ongoing education campaigns in collaboration with the Product Marketing teams.
  • Streamlined onboarding experience for new hires through the development of effective orientation modules.
  • Improved customer retention rates by creating engaging and interactive learning materials.

Customer Success Associate

Fitbit
06.2017 - 01.2020
  • Managed a portfolio of over 150 key accounts, ensuring consistent communication and support throughout the customer lifecycle.
  • Streamlined the onboarding process for new customers, ensuring timely product setup and seamless integration.
  • Developed instructional videos and support documentation for client engagement and education.
  • Delivered high-quality training sessions for clients on product usage and functionality, increasing user adoption rates.
  • Improved customer satisfaction by quickly addressing and resolving concerns with products or services.

Customer Success & Research Coordinator

Vidlet
06.2016 - 05.2017
  • Coordinated research studies for top clients with respondent recruitment and platform management.
  • Developed participant research panel, leading to a higher number of qualified candidates for studies.
  • Boosted brand visibility by developing and executing targeted marketing campaigns.
  • Developed compelling presentations for internal stakeholders and external clients, showcasing research successes.

Business Development Associate

Millward Brown Digital
08.2015 - 06.2016
  • Expanded client base by identifying and pursuing new business opportunities and building strong relationships with potential clients.
  • Developed educational webinars and blogs in collaboration with Customer Success and Digital Marketing team.

Education

Bachelor of Arts - Communication and Media Studies

University of Massachusetts
Amherst, MA
05.2015

Skills

  • Communication
  • Project Management
  • Training and Onboarding
  • Relationship Building
  • Strategic Planning and Alignment
  • Content Development
  • Communication Planning
  • Team Collaboration
  • Adaptability and Flexibility
  • Problem-Solving

Timeline

Senior Customer Experience Manager

Google / Fitbit
02.2021 - Current

Customer Success & Training Manager

Fitbit
01.2020 - 02.2021

Customer Success Associate

Fitbit
06.2017 - 01.2020

Customer Success & Research Coordinator

Vidlet
06.2016 - 05.2017

Business Development Associate

Millward Brown Digital
08.2015 - 06.2016

Bachelor of Arts - Communication and Media Studies

University of Massachusetts

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KALI HEGARTY