Kate Monnier
Summary
Results-driven Director of Customer Success with 11 years of experience in commercial real estate and multifamily homes. Expertise in driving client satisfaction, retention and growth in a digital out-of-home (DOOH) advertising environment. Demonstrates an adaptive leadership style by aligning strategies with shifting organizational needs, market conditions, and team dynamics.
Overview
20
20
years of professional experience
Work History
Director of Customer Success
Captivate Network
04.2020 - Current
- Increased Net Promoter Score from 52 to 73 over two years through improved onboarding, ongoing support, and relationship-building strategies
- Improved Customer Satisfaction (CSAT) and Customer Effort Score (CES) through consistent follow-ups and better internal coordination
- Designed and implemented a Customer Health Score System to proactively identify risk and growth opportunities
- Maintained strong team morale and cohesion throughout the COVID-19 pandemic, resulting in zero employee turnover
- Launched a Quarterly Business Review program for both at-risk clients and strategic accounts, increasing retention and expansion opportunities
- Owned the renewals process by proactively engaging clients and developing a contract renewal system that reduced churn and gave insight to at-risk accounts before the renewal cycle began
- Collaborated with Network Operations Center, Operations, Real Estate, and Finance to ensure a positive customer experience and internal alignment
- Collaborated with Finance to audit legacy contracts, recovering $500K + in unbilled revenue and improving future billing accuracy
Manager of Customer Success
Captivate Network
01.2017 - 04.2020
- Led and developed a high-performing Customer Success team of 6, encouraging a collaborative, efficient, and engaged culture through weekly 1:1s and team development activities
- Created customer lifecycle phases and touch points, resulting in more consistent engagement and stronger customer relationships
- Developed and scaled a customer onboarding process that supported a growing network, improving onboarding efficiency and reducing time-to-value
- Executed over 200 renewals in one year
Director of Services
Captivate Network
04.2014 - 01.2017
- Proactively cleaned and organized the client contact database, improving outreach accuracy and enabling more effective communication and reporting
- Partnered closely with the Real Estate Sales team to support client outreach efforts, contributing to increased client responsiveness
- Led feature-specific training, guiding clients to fully utilize tools and improving overall user satisfaction
Operations Assistant
Wall Street Journal Office Network
12.2007 - 04.2014
- Coordinated and scheduled all client meetings for new lobby screen installations, ensuring seamless project execution
- Collaborated with contractors to coordinate and oversee the installation of services
- Delivered training to all new clients on product features and functionality
- Maintained and organized all insurance documentation for each property, ensuring compliance and easy access for audits or legal requirements
Vice President of Operations
Akento Technology Sourcing
10.2005 - 11.2007
- Met all budget requirements. Decreased monthly expenses by 35% and increased monthly billable income by 20%
- Identified operational deficiencies and developed cost-effective solutions for enhancing competitiveness by implementing a time-and-cost tracking system
- Streamlined accounting operations, applying information technology solutions when appropriate
- Managed clerical and technical staff, including hiring, firing, and training employees
- Oversaw projects from start to finish ensuring successful outcomes by anticipating client needs for the greatest result
- Effectively managed eleven technicians and two support staff to new levels of success in a highly competitive industry
Education
Indiana University, Bloomington
Bloomington, INSkills
- Netsuite
- Salesforce
- Emailgistics
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
Timeline
Director of Customer Success
Captivate Network
04.2020 - Current
Manager of Customer Success
Captivate Network
01.2017 - 04.2020
Director of Services
Captivate Network
04.2014 - 01.2017
Operations Assistant
Wall Street Journal Office Network
12.2007 - 04.2014
Vice President of Operations
Akento Technology Sourcing
10.2005 - 11.2007
Indiana University, Bloomington
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