KIM KREIS

Documented and implemented optimize processes, structures and projects in a start-up environment which led to a more efficient and effective business model for Support and Engineering organizations.

• Defined, led and successfully delivered projects requiring interdepartmental cooperation from Support, Engineering and Product organization
• Successfully managed program of projects aimed at optimizing customer support engineer efficiency and effectiveness in customer interactions
• Took ownership of critical process, proactively identifying need for a streamlined approach and led creation, documentation and enablement of the new process resulting in the ability to financially oversee an important missing budgetary need
• Collaborated with teams to implement processes that were instrumental in driving and aligning efforts towards achieving OKRs, ensuring steady progress and success for the organization
• Initiated and guided extensive cleanup initiative for over 7,000 documents, all authored by internal staff, devising a comprehensive strategy to enhance relevance, establish an efficient organization structure, and implement a streamlined process, effectively optimizing knowledge base for improved usability and knowledge accessibility

Managed the execution of NPS surveys to customers, fostering improved client loyalty through product and relationship feedback, maintaining client retention and satisfaction.

• Documented existing processes of survey execution, identifying areas of improvement, and rolling out redesigned workflow.
• Worked closely with Sales and Customer Success teams to identify accounts for survey distribution.
• Managed survey execution for customers in NA, EMEA, LA and APJ and monitored responses and follow-up activity to ensure adherence to best practices.
• Partnered with Analytics team to discover business insights that drive cultural change, creating a consistent customer experience.
• Expand Voice of the Customer program into new customer segments and enhancing it via a more personalized customer experience based on revenue and account size.

Organizational Change Management Lead and Communication Liaison for internal deployment of SFDC Service Cloud to 1800+ end-users. Led documentation and overhaul of existing processes through mind

mapping and collaboration with Support Organization to increase efficiencies and eliminate redundancies.

• Led team of 60+ Subject Matter Experts to be champions on the ground to ensure awareness, engagement, and adoption success of SFDC. Created concept and plan and execution of training plan and materials.
• Created and executed Business Readiness and Adoption plans.
• Utilizing industry standard practices and guidelines to create process maps.
• Mediated SME and management meetings to identify pain points and agree on solutions.
• Communicated strategy and expected participation with detailed follow-up to ensure accountability.
• Identified and documented proposed future processes for strategic growth.

• Led process design that defined existing and future state business model for On Demand customers, ensuring optimal customer experience
• Trained internal representatives in new business processes.

• Served as single-point-of-contact liaison between Sales and Support team and external customer
• Maintained focus on exemplary service, customer success, support, and escalation of issues.

• Liaised with 10+ Senior Executives, ranging from VP to CIO
• Presented key information on $150M project portfolio to be used for financial and strategic decision-making
• Defined, documented, and trained 100+ PMs on best practices leading to implementation of PPM tool.

• Identified, scoped, and implemented complex projects to meet customer needs as defined by business
• Ensured excellent on-time delivery record, managing 25+ projects per quarter
• Managed third-party vendors, including multi-million-dollar product and services in order to implement
• CMS, changing corporate technical infrastructure.