Kim de SYLVA

Tailored processes to meet specific departmental needs

Key Responsibilities:

• Monday.com Deployment & Customization: Responsible for the end-to-end deployment of monday.com, ensuring it aligns with the specific needs of various teams
• Workflow & Process Development: Collaborate with different teams to understand unique requirements, designing and implementing customised workflows and processes within monday.com to optimise team efficiency and collaboration
• CRM Integration & Deployment: Deployment and configuration of the CRM system within monday.com, ensuring seamless integration with existing tools, third-party API’s and data sources
• Database Management & Customisation: Utilise database management skills to design, configure, and manage databases within monday.com, ensuring efficient data storage and retrieval that supports business processes
• Third-Party Integration: Implement third-party integrations with monday.com using external tools (e.g., Zapier, Make, or custom APIs) to automate workflows and enhance system functionality
• Project Management & Troubleshooting: Manage the deployment process, including timelines, resources, and end-user expectations

Troubleshoot and resolve technical issues related to the platform and

integrations.

Led a growing Customer Success team in a fast-paced startup environment, responsible for ensuring customer satisfaction, retention, and success across various client accounts. Managed a team of 4 Customer Success Managers (CSMs), overseeing daily operations, strategic planning, and execution of key projects to improve customer engagement, retention, and overall experience

Key Responsibilities:

• Team Leadership & Development: Directed, mentored, and managed a team of 4 Customer Success Managers, providing ongoing coaching and development to drive performance and improve team effectiveness
• Project Management: Led and oversaw all customer-facing and internal projects, ensuring timely delivery, quality execution, and alignment with overall company goals. Prioritised projects based on customer needs, team capacity, and strategic objectives
• Cross-Functional Collaboration: Collaborated closely with Sales, Product, and Marketing teams to address customer needs, feedback, and create unified customer success strategies. Acted as a key liaison between the customer success team and other departments
• Customer Success Strategy: Developed and implemented customer success programs and initiatives to drive customer satisfaction, renewals, and long-term partnerships. Regularly analysed customer data and success metrics to assess the effectiveness of initiatives and adjust strategies
• Process Optimisation: Established and refined customer success processes and workflows, ensuring consistent and efficient service delivery to all customers
• Customer Onboarding & Retention: Led customer onboarding processes to ensure smooth transitions from sales to customer success. Focused on reducing churn and increasing customer lifetime value through tailored retention strategies
• KPI & Reporting: Set and tracked key performance indicators (KPIs) for the team and individual CSMs. Provided regular performance reports and customer insights to executive leadership
• Problem Resolution: Acted as an escalation point for complex customer issues, working to resolve problems promptly and professionally to maintain customer satisfaction and loyalty

My extensive expertise in product and workflow processes, coupled with a keen eye for detail, positioned me as the lead in defining product specifications for a cloud-based EPOS and Stock Management solution

Key Responsibilities:

• Strategic Product Development Leadership: Spearheaded the entire product development lifecycle, from conceptualisation to deployment, ensuring a well-defined and results-driven approach for the cloud-based EPOS and Stock Management solution
• Comprehensive Specification Delivery: Assumed full ownership of product specification delivery, guaranteeing precision, coherence, and alignment with overarching business goals
• Rigorous Alpha Testing Execution: Directed alpha testing initiatives to ensure the product met critical business requirements and delivered optimal functionality, reinforcing system integrity and dependability
• Seamless Cross-Functional Collaboration: Orchestrated effective communication across multidisciplinary teams, driving synergy and maintaining alignment throughout the development process

Leveraging my expertise in business development, I effectively managed the entire sales lifecycle for an EPOS and Stock Management Software provider, driving substantial organisational growth and client engagement

Key Responsibilities:

• Strategic Relationship Cultivation: Developed and maintained strong relationships with key stakeholders, resulting in increased customer investment and enhanced satisfaction levels
• Revenue Expansion through Upselling: Identified and capitalized on upsell opportunities, driving product adoption and diversifying revenue streams
• Recurring Revenue Optimization: Led initiatives to boost annual recurring revenue by introducing automated revenue capture processes and streamlining software renewal sales
• Seamless Client Onboarding: Partnered closely with the onboarding team to ensure smooth installations and deliveries, consistently surpassing customer expectations