Kate Hord
Avon,IN
Summary
Proven leader in client success, adept at driving revenue growth and customer retention at Quantivate through strategic relationship management and data-driven decision-making. Excelled in team leadership and Salesforce proficiency, achieving significant client satisfaction and loyalty. Skilled in negotiation and upselling, consistently exceeding performance goals.
Overview
13
13
years of professional experience
Work History
Senior Customer Success Manager
Quanitvate, LLC
01.2020 - 04.2024
- Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts.
- Achieved revenue targets by managing renewals effectively and identifying upsell opportunities within existing accounts.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Maintained a 95% client retention rate by proactively addressing customer needs.
- Monitored customer progress and addressed customer inquiries with timely and accurate updates.
Director of Client Success
Urban FT
03.2018 - 10.2019
- Led a team of account managers to consistently exceed performance goals and drive company growth.
- Headed off issues and proactively implemented plans and actions to mitigate.
- Enhanced client satisfaction by identifying and addressing key issues, streamlining processes and implementing effective solutions.
- DIrected delivery of strategic partner-related training programs.
- Organized quarterly business reviews with key clients to showcase performance metrics and discuss opportunities for growth and improvement.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Director of Client Success
Digiliti Money (Aquired By Urban FT)
09.2011 - 02.2018
- Led a team of account managers to consistently exceed performance goals and drive company growth.
- Headed off issues and proactively implemented plans and actions to mitigate.
- DIrected delivery of strategic partner-related and agency-facing training programs.
- Developed strong relationships with clients through regular communication and personalized attention, resulting in increased retention rates.
- Resolved escalated customer concerns promptly, taking necessary corrective actions to prevent future occurrences while preserving positive relationships.
- Mentored junior team members, providing guidance on best practices for managing client relationships and achieving success metrics.
- Collaborated closely with cross-functional teams to ensure seamless delivery of products and services to clients.
- Championed the adoption of customer success software, enabling better tracking and analysis of client data to drive informed decisionmaking.
Education
High School Diploma -
South Williamsport Area High School
South Williamsport, PA06.1987
Some College (No Degree) - Accounting
Williamsport Area Community College
WilliamsportSkills
- Data-driven decision-making
- Customer Advocacy
- Relationship Management
- Upselling strategies
- Salesforce proficiency
- Customer Retention
- CRM Software
- Negotiation
- Training and mentoring
- Revenue Growth
- Team Leadership
- Scheduling and Coordinating
Timeline
Senior Customer Success Manager
Quanitvate, LLC
01.2020 - 04.2024
Director of Client Success
Urban FT
03.2018 - 10.2019
Director of Client Success
Digiliti Money (Aquired By Urban FT)
09.2011 - 02.2018
High School Diploma -
South Williamsport Area High School
Some College (No Degree) - Accounting
Williamsport Area Community College
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