Kimberly Durden
Software Implementation Specialist and Customer Success Manager
Lawrenceville,Georgia
Summary
Astute Software Implementations Manager with over 7 years of experience in driving customer satisfaction, retention, and growth. Proven track record in managing customer relationships, implementing effective strategies to optimize customer success, and collaborating with cross-functional teams to enhance product value. Strong communicator with a passion for solving complex problems and delivering exceptional customer experiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Implementation Specialist
Telehealth Solutions llc
12.2022 - 12.2023
- Assisted in onboarding new clients and provided comprehensive training to ensure seamless product adoption
- Monitored customer health metrics and proactively addressed potential issues to prevent churn
- Collected and analyzed customer feedback to provide actionable insights to the product development team
- Developed educational resources and conducted webinars to enhance customer knowledge and engagement
- Played a key role in achieving a 31% increase in customer satisfaction scores within the first year.
Implementation Specialist, Customer Success Manager, and Owner
Premier Hospice Solutions
04.2020 - 03.2023
- Manage a portfolio of 50+ enterprise clients, ensuring their successful adoption and use of the software
- Develop and execute tailored customer success plans, driving product utilization and customer satisfaction
- Conduct regular check-ins, business reviews, and feedback sessions to understand customer needs and identify opportunities for growth
- Collaborate with sales, product, and support teams to address customer issues and improve overall product experience
- Achieved a 95% customer retention rate and contributed to a 30% increase in upsell revenue over three years.
Implementation Specialist and Customer Success Representative
Optima Healthcare Solutions
06.2018 - 04.2020
- Provided first-line support for software-related inquiries, resolving issues promptly and efficiently
- Maintained detailed records of customer interactions and escalated complex issues to higher-level support teams
- Contributed to the creation of a knowledge base, reducing average resolution time by 15%
- Assisted in the development of support protocols that improved overall customer service quality.
Education
Business Administration -
University of Phoenix
Phoenix, AZSkills
- Customer Success Management
- Relationship Building
- SaaS Solutions
- Onboarding & Training
- Data Analysis & Reporting
- Customer Retention Strategies
- Cross-Functional Collaboration
- Issue Resolution
- Product Management
- CRM Software (Salesforce, HubSpot)
- Client training
- Business Analysis
- Telephone and email etiquette
- Software Implementation
- Configuration Management
- Highly proficient in Software
- Software development life cycle
- User Acceptance Testing
- Configuration and management
- Project Planning
- Project scope assessment
- Customer Service
- Collaborative Team Player
- Microsoft Windows and Office
- Customer Needs Assessment
- System Configuration
- Service Desk Team Management
- Issue and Resolution Tracking
- Incident Management
- Creative Issue Resolution
- Training Materials Development
- Software Upgrades
- Device Installation
- ERP Implementation
Certification
- Certified Customer Success Manager (CCSM) - Customer Success Association
- HubSpot Certified Administrator
Professional Development
- Completed "Advanced Customer Success Strategies" course by SuccessHacker
- Attended "Customer Success Summit" (2018, 2020)
References
Available upon request
Timeline
Implementation Specialist
Telehealth Solutions llc
12.2022 - 12.2023
Implementation Specialist, Customer Success Manager, and Owner
Premier Hospice Solutions
04.2020 - 03.2023
Implementation Specialist and Customer Success Representative
Optima Healthcare Solutions
06.2018 - 04.2020
Business Administration -
University of Phoenix
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