KARA KIZIOR
Annapolis,MD
Summary
Results-driven Enterprise Customer Success Manager with a proven track record of long-term success by nurturing strategic relationships with enterprise-level customers. Collaborative team player known for partnering with development team to influence the product roadmap. Expert in developing innovative strategies for establishing repeatable revenue streams.
Overview
27
27
years of professional experience
Work History
CallTrackingMetrics.com
04.2016 - Current
Enterprise Customer Success Manager
CallTrackingMetrics.com
11.2021 - Current
- Maintain strategic relationships with enterprise customers
- Conduct monthly/quarterly business reviews while identifying opportunities to upsell and cross-sell
- Negotiate expansion agreements, minimum commitments and contracts
- Develop repeatable revenue streams for expansion pipeline, including a Premier Help Desk solution that contributed over $200K it's first year.
- Collaborate with the product as the internal advocate to identify and pursue new business opportunities within the existing client base
- Work closely with client executives to review KPI's, identifying areas of retention, growth and expansion and optimization
Customer Success Manager
CallTrackingMetrics.com
11.2019 - 10.2021
- Managed and maintained relationships for 85 clients, valued at 3 million per year in usage
- Advocated for product improvements based on client feedback
- Acted as a liaison to the UI Product Development team, highlighting desirable feature requests
- Collaborated with Marketing Team to identify potential product growth opportunities
- Promoted to Enterprise Customer Success Manager.
Onboarding Manager
CallTrackingMetrics.com
04.2016 - 11.2019
- Executed onboarding processes for new clients, ensuring a seamless transition to implementation
- Identified client objectives and assisted with operational refinements to accomplish objectives
- Collaborated with internal teams to ensure client needs were addressed during onboarding
- Demonstrated product features to ensure early and immediate adoption
- Identified upsell opportunities resulting in paid professional services
- Promoted to Customer Success Manager.
Rand McNally
10.2003 - 05.2007
Contact Center Supervisor
Consumer Publishing
06.2006 - 05.2007
- Managed a team that processed substantial client orders in the $100k revenue range
- Provided coaching to team members in order to improve performance and achieve goals
- Identified areas for operational efficiency and process improvement
- Applied contractual conditions to orders to ensure overall protection of the organization.
Publishing Team Lead
Contact Center Consumer
09.2003 - 06.2006
- Managed a team of 6 representatives, ensuring high-quality service and customer satisfaction
- Provided coaching to team members to improve performance and achieve goals
- Managed an overall input of 71 million yearly in revenue sales
- Promoted to Supervisor of Consumer Publishing.
Publishing Team Lead
Contact Center Educational
01.2003 - 10.2003
- Managed a team of 4 representatives, ensuring high-quality service and customer satisfaction
- Managed an overall input of 15 million yearly in revenue sales
- Collaborated with other internal teams to resolve customer issues and ensure retention
- Promoted to Consumer Publishing Team Lead.
Automatic Data Processing, ADP
03.1999 - 01.2003
HTML Developer
Web Interface Specialist
08.2000 - 01.2003
- Developed and maintained web pages, templates, and user interfaces utilizing HTML
- Created testing parameters for websites and provided recommendations for improvement
- Collaborated with cross-functional teams, including the advanced development team, to test websites and report results to support user needs.
Senior Client Services Representative
03.1999 - 08.2000
- Managed a team of 17 representatives through 2 open enrollment seasons
- Provided coaching and training to the team to improve overall performance
- Trained 10 temporary representatives on all aspects of client services for open enrollment season
- Collaborated with internal teams and directed all client contact for Xerox Executives
- Maintained an SLA of 97% in a 30 second timeframe to see all calls through to resolution.
Customer Service Associate/Coach Diamler/Chrysler
Hewitt Associates/Aon
02.1997 - 03.1999
- Served as the primary point of contact for employees and retirees, resolving issues and providing support regarding benefits information
- Provided coaching and training to other customer service representatives, including listening to recorded calls to provide feedback in a timely manner.
Education
Bachelor’s of Arts - Paralegal Studies
Southern Illinois University
ABA AccreditedSkills
- Customer Communication Expert
- Strategic Planning
- Contract Negotioation
- Revenue Growth
- B2B retention and sales
Accomplishments
- Created Premier Help Desk Solution that resulted in over 200K in annual revenue.
- Streamlined the contract signing process that resulted in a 25% increase in contracts.
- Negotiated the largest minimum commit contract resulting in 1.9 million in predictable revenue.
- Created a QBR template for CSM team. This increased the team confidence and helped communicate a consistent message to clients.
- Consistently promoted
Additional Information
- CallTrackingMetrics.com
- Salesforce
- various CRM's and ERM's
- Trello
- Monday.com
- Churn Zero
- Google suite
- Chat GPT
- API's
- HubSpot
- Chat GPT
Timeline
Enterprise Customer Success Manager
CallTrackingMetrics.com
11.2021 - Current
Customer Success Manager
CallTrackingMetrics.com
11.2019 - 10.2021
CallTrackingMetrics.com
04.2016 - Current
Onboarding Manager
CallTrackingMetrics.com
04.2016 - 11.2019
Contact Center Supervisor
Consumer Publishing
06.2006 - 05.2007
Rand McNally
10.2003 - 05.2007
Publishing Team Lead
Contact Center Consumer
09.2003 - 06.2006
Publishing Team Lead
Contact Center Educational
01.2003 - 10.2003
HTML Developer
Web Interface Specialist
08.2000 - 01.2003
Automatic Data Processing, ADP
03.1999 - 01.2003
Senior Client Services Representative
03.1999 - 08.2000
Customer Service Associate/Coach Diamler/Chrysler
Hewitt Associates/Aon
02.1997 - 03.1999
Bachelor’s of Arts - Paralegal Studies
Southern Illinois University
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