Kim Malone

• Managed 15 strategic enterprise accounts totaling $13M. 96% renewal rate over a 4 year period
• Worked closely both internally and externally with C level executives to create alignment on partnership and organizational initiatives
• Crafted success plans for each customer by understanding key KPIs and metrics driven goals to motivate both tactical and strategic efforts toward added value
• An early adopter of AI and automation, assisted the team in creating and executing new use cases that would result in more efficiency and streamlined processes
• Performed maturity assessments to identify opportunities for growth and understand gaps that lead to challenges in product and process
• Detected at-risk accounts and created targeted plans through cross-functional stakeholder collaboration
• Involvement in multiple impactful projects and initiatives with teams across the organization contributing Customer Success insight: Customer Adoption Framework, Customer Journey Mapping, Mentorship Program

Awards & Recognition:

• President's Club
• Teaming Award
• Adoption All-Star

• Serve clients as a strategic advisor by developing personal relationships, gaining an understanding of their business processes and challenges, and offering solutions to drive 85% adoption and growth for accounts totaling 3 million in recurring revenue
• Manage all contractual aspects for the client including renewals, upsells, and services engagements by identifying opportunities while consistently meeting quota by over 100%
• Guide the client journey from implementation through the duration of the partnership by cross collaborating with internal teams ensuring client satisfaction by meeting key performance indicators, increasing usage, and communicating new releases and features
• Handle client conversations and interactions with confidence and composure with a goal of educating them on best practices and industry standards to optimize their business
• Assist my team by leading pod meetings, organizing the bi-weekly team kudos providing teammates with a feeling of value and establishing a healthy culture, and meeting with new team members one on one to confirm their confidence in their client conversations and in our processes