KIMBERLEE NEELY
Golden,CO
Summary
Experienced with executive leadership and strategic planning. Utilizes innovative approaches to drive business growth and operational excellence. Track record of effective team collaboration and achieving results.
Overview
14
14
years of professional experience
Work History
Vice President of Customer Success
Servy/GrayMatter
12.2023 - Current
- Led large-scale digital platform and operations initiatives, partnering with external platforms and enterprise stakeholders to optimize user experience, operational execution, and revenue performance.
- Leveraged data and user behavior analysis to identify trends and friction points, driving improvements in conversion, average value, and overall customer engagement.
- Delivered original insights through executive and public presentations, demonstrating shifts in customer purchasing behavior and informing product, pricing, and growth strategy.
- Owned end-to-end product execution, including UI/UX collaboration and the successful migration from a legacy system to a new technology platform.
- Established and operationalized OKRs, KPIs, and performance dashboards to drive accountability, transparency, and continuous improvement across teams.
- Built and led cross-functional teams spanning operations, implementation, technical services, and customer success, scaling performance while improving retention and reducing churn.
Director of Customer Success
Servy
10.2022 - 12.2023
- Led a team of 11, including Customer Success Managers, Implementation Managers, and Financial Support Analysts across 8 regions globally
- Member of the executive leadership team, overseeing operations from sales pipelines to post launch support
- Developed operational workflows that increased team efficiency and projected project timelines
- Collaborated with technical services and product development teams to drive product enhancements, resulting in a 15% increase in partner engagement
Senior Customer Success Manager
Servy
06.2022 - 10.2022
- Worked with clients from sales through implementation to onboard, integrate, and launch their airport concessions onto the mobile ordering platform
- Managed At Your Gate contracts and delivery subcontractor technology
Vice President of Operations
At Your Gate
12.2021 - 06.2022
- Report to the COO; responsible for the P&L for 9 airports and leading 37 employees
- Member of the executive leadership team responsible for the daily management of the company's health and the development and implementation of organizational strategic initiatives
- Oversaw the launch, development, and growth of all AtYourGate airports in Western US; including working with airport leadership, concessions operators, and recruiting, hiring, and training the AYG team
- Developed operational OKRs and the 2022 annual operating plan
- Implemented KPI Standards and created Accountability Scorecard for all airports
- Instituted a network-wide monthly Leadership Development Series and monthly Safety Series
Senior Regional Director
At Your Gate
03.2021 - 12.2021
- Decreased labor costs by 36% and increased revenue by 15% while maintaining an NPS of 70
- Strategized and executed primary and ancillary revenue streams from proposal through contract phase
- Provided leadership training, mentoring, and executive support to Operations Managers and Regional Directors
- Led the highest scoring region in the company based upon KPI metrics
- Leveraged local relationships with airport and airline partners to spearhead company-wide business development, leading to the successful implementation of partnerships with United, American, Delta, and Spirit Airlines
- Created template for the operational database and CRM used across network
- Researched and implemented new technological solutions for project management, scheduling, and training
Operations Manager
At Your Gate
10.2020 - 03.2021
- Responsible for the successful launch and growth of the top performing airport in AtYourGate network
- Expanded concession participation by 120%; managed all aspects of recruiting, on-boarding, hardware installation, and training
- Screened, selected, trained, and managed a team that maintains an 80+ NPS score and hits all KPIs at or above company standards
- Managed, hired, and trained of a team consisting of Operations Manager, Lighting Designer, Crew Leads, Specialists and crew members; handled scheduling and payroll processing for all employees and contractors
- Decreased labor costs by 41% through improved employee retention and training
- Developed local programs through strategic partnerships, innovative programs, and creative marketing
Event Producer
Amora Event Group
07.2018 - 03.2020
- Acted as the direct link between Client, Sales team and Operations Team
- Decreased labor costs by 41% through improved employee retention and training
- Anticipated potential obstacles and conducted prevention management; Event Rigging Certified
- Created and implemented new policies and procedures to improve crew retention and efficiency
- Responsible for planning, layouts, labor budgeting, and post-event budget analysis
- Part to full time event coordination for 3 small event planning and production firms
Event Manager
Various
01.2016 - 01.2018
- Part to full time event coordination for 3 small event planning and production firms
- Completed my degree and raised two young boys during this time
Nanny, Personal Assistant, Small Business Assistant
Multiple
01.2012 - 01.2016
- Managed children's schedules and activities, household care, and home care contractors
- Served as a personal assistance for small family business; managed schedules, meetings, flights, expenses
- Provided full-time care for two families with children ranging in age from newborn to 8
Education
Bachelor of Science - Speech, Language, Communication and Psychology
Metropolitan State University
Denver, CO05.2017
Geophysical Engineering - undefined
Colorado School of Mines
Golden, CO05.2013
Skills
- Operational management
- Client relationship management
- Business growth initiatives
- Strategic account oversight
- Collaborative team management
- Cultivating strong partnerships
- Strategic decision-making
- Analytical reasoning
- Complex Problem-solving
- Strategic planning
- Account management
Timeline
Vice President of Customer Success
Servy/GrayMatter
12.2023 - Current
Director of Customer Success
Servy
10.2022 - 12.2023
Senior Customer Success Manager
Servy
06.2022 - 10.2022
Vice President of Operations
At Your Gate
12.2021 - 06.2022
Senior Regional Director
At Your Gate
03.2021 - 12.2021
Operations Manager
At Your Gate
10.2020 - 03.2021
Event Producer
Amora Event Group
07.2018 - 03.2020
Event Manager
Various
01.2016 - 01.2018
Nanny, Personal Assistant, Small Business Assistant
Multiple
01.2012 - 01.2016
Geophysical Engineering - undefined
Colorado School of Mines
Bachelor of Science - Speech, Language, Communication and Psychology
Metropolitan State University
Volunteering
President
Meadow Ridge Lochbuie PTO
2023 - 2024
Increased the annual budget by 200%,
from $5,000 to $15,000, through
strategic fundraising initiatives and
events. Boosted volunteer participation
by over 500%, growing from 3 to 19
members. Led efforts to enhance school
programs and strengthen parent-teacher
partnerships
Secretary/Treasurer
Meadow Ridge Lochbuie PTO
2022 - 2023
Managed financial records and budgets
for the organization, ensuring
transparency and accuracy. Streamlined
processes to improve efficiency.
Maintained detailed meeting minutes and
facilitated effective communication
among members.
Kiosk Manager
Be Good To People® Foundation
2020 - 2022
Managed operator relationship with
airport, mentored kiosk supervisors, and
supported onboarding and hiring
processes to ensure smooth operations.
Assistant Treasurer, Board
Member, Coach
EPYSA
2017 - 2019
Managed financial records and
budgeting for a local soccer club, acted
as a liaison between the city and the
club, secured additional park sites
through city partnerships, and organized
events such as awards ceremonies and
team parties.