KASIDY HAYES
Austin,TX
Summary
Results-driven Client Experience specialist with over 10 years of customer-facing interactions that have helped drive client satisfaction and success. Developed critical thinking and problem-solving abilities in a fast-paced environment. Brings strong foundation in analytical and technical skills, adaptable across various fields. Seeking to transition into new role where these transferrable skills can contribute to innovative solutions and project success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Client Success Engineer
Advanced Solutions International
01.2024 - Current
- Established strong working relationships with over 100 clients, totaling over 10m ARR, in 2024 alone through strategic planning, building relationships and collaboration.
- Manages the escalation process by overseeing the escalation queue, ensuring team focus, facilitating seamless communications, removing obstacles, and reducing time to close by 10%.
- Collaborates with Sales to optimize client product adoption of products and services by identifying and remediating pain points and enhancing positive client interactions to ensure long-term client relationships.
- Serves as a liaison between the Development and Technical Support teams, advocating for enhancements in product quality, security, and performance to improve the client experience.
- Orchestrates a productive feedback loop to ensure client and partner insights and experiences are translated into actionable improvements.
Client Success Specialist
Advanced Solutions International
07.2021 - 01.2024
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution. This resulted in a 15% increase in NPS score.
- Continually improving key processes and client satisfaction through cross functional collaboration.
- Functions as an expert for the product, including transfer of knowledge to members of the Technical/Hosting Support Services teams; and provides input to the Product Improvement Lead from a client’s perspective.
- Ensures the success of continual product delivery to clients by assisting in scheduling, communicating, and coordinating regular quality upgrades.
Technical Writer & Support Services
Advanced Solutions International
03.2017 - 06.2021
- Managed version control and timely updates of documents through effective project tracking and organization skills.
- Responsible for the success of the Partner Upgrade Program, which includes shepherding partners through the upgrade process to our cloud product and assisting in over 400 successful conversions.
- Assist clients with product adoption by reviewing high level processes, successes, and pain points and suggests a path forward
- Oversees coordination of training and resources for technical support staff in an effort to increase their knowledge and proficiency.
Education
B.S. - Public Relations & Mass Comm
TEXAS STATE UNIVERSITY
05-2016
Skills
- Microsoft Suite
- Zendesk
- Microsoft Azure
- iMIS CRM Software
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
Certification
Certified Customer Success Manager Level 1 & 2
Timeline
Senior Client Success Engineer
Advanced Solutions International
01.2024 - Current
Client Success Specialist
Advanced Solutions International
07.2021 - 01.2024
Technical Writer & Support Services
Advanced Solutions International
03.2017 - 06.2021
B.S. - Public Relations & Mass Comm
TEXAS STATE UNIVERSITY
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