Kasi Long
Summary
Dynamic Customer Success leader with a strong focus on operational excellence and member outcomes. Developed foundational SOPs and engagement workflows, leading to improved consistency in service delivery. Proficient in utilizing AI-assisted tools for capturing member insights and enhancing program alignment.
Overview
19
19
years of professional experience
Work History
Customer Success Manager (ePSM Platform)
Innovative Refrigeration Systems
02.2025 - Current
- Serve as the primary relationship manager for ~40 organizations using a compliance platform; guide members through onboarding, configuration, training, and ongoing engagement.
- Redesigned the onboarding program by implementing an LMS‑based training module, improving early product adoption, giving members a self‑paced learning path, and reducing Time‑to‑Value.
- Developed and launched the organization’s first structured CS playbooks, including onboarding frameworks, engagement scripts, and reporting templates to ensure consistent, high‑quality member experience.
- Led the initiative to standardize the Customer Success function for a newly created CS team, establishing foundational SOPs, expectations, documentation structures, and engagement workflows where none previously existed.
- Monitored engagement levels and identified participation gaps to connect members with relevant programs and collaborative initiatives.
- Captured Voice‑of‑Customer insights using AI‑assisted tools, routed themes to program teams, and ensured consistent follow‑up.
- Maintained accurate documentation of member interactions and engagement history to track progress toward outcomes.
Business Development Representative
Jenzabar
03.2024 - 09.2024
- Executed outbound outreach via HubSpot, Outreach, and LinkedIn, engaging higher-education decision-makers to identify and qualify potential leads.
- Scheduled discovery meetings and conducted tailored product walk-throughs to address specific institutional needs.
- Maintained Salesforce records and collaborated with account executives to support pipeline continuity and enhance lead management.
Global Client Services Representative
CFA Institute
08.2022 - 03.2024
- Guided members through complex, multi‑phase processes with accuracy, clarity, and detailed documentation.
- Enhanced global knowledge‑base to streamline workflows and reduce repeated inquiries.
- Coordinated recurring meetings and virtual support sessions to align guidance and resources across international regions.
Production & Inventory Planner
Worldstrides
11.2018 - 08.2022
- Facilitated rollout of streamlined tracking process, reducing errors and improving cross-team coordination.
- Coordinated with operations, warehouse teams, and program staff to achieve timely fulfillment.
- Utilized Excel-based tools and conducted routine audits to enhance inventory visibility.
Marketing Coordinator
Worldstrides
04.2015 - 11.2018
- Coordinated targeted B2B email campaigns and tracked engagement metrics to enhance lead generation.
- Analyzed outreach performance in Excel and presented actionable insights for leadership review.
- Responded to inbound marketing inquiries and collaborated with sales to ensure timely follow-up on action items.
Inside Sales Leader
Ntelos Wireless
08.2007 - 01.2015
- Supervised team of 15–25 inside sales and support reps, providing coaching and performance development to improve team effectiveness.
- Managed customer escalations requiring high-touch assistance, ensuring consistent and professional service to enhance customer satisfaction.
- Streamlined call-handling workflows and monitored performance to ensure strong service delivery.
Education
Bachelor of Science - Business Administration And Management
Mary Baldwin University
Staunton, VA05-2002
Skills
Customer communication and support
CRM systems (Salesforce, HubSpot, Microsoft Dynamics, NetSuite)
Outreach strategies
Outbound engagement tools
AI-assisted insights generation
Workflow optimization tools
AI and automation technologies
Genesys Cloud systems
Documentation workflows
LMS platforms
ERP tools
Operational tools
Microsoft Office
- Zoom and MS Teams
- Adobe Acrobat
- Productivity tools
- CRM systems (Salesforce, HubSpot, Microsoft Dynamics, NetSuite)
Timeline
Customer Success Manager (ePSM Platform)
Innovative Refrigeration Systems
02.2025 - Current
Business Development Representative
Jenzabar
03.2024 - 09.2024
Global Client Services Representative
CFA Institute
08.2022 - 03.2024
Production & Inventory Planner
Worldstrides
11.2018 - 08.2022
Marketing Coordinator
Worldstrides
04.2015 - 11.2018
Inside Sales Leader
Ntelos Wireless
08.2007 - 01.2015
Bachelor of Science - Business Administration And Management
Mary Baldwin University