Kimberly Kirtz
Summary
Versatile Customer Success Manager, highly effective at conflict resolution and persuasive communication. Knowledgeable about quality assurance and training to support and set up teams for success. Hardworking and reliable with excellent attention to detail, managing processes and timelines to accomplish tasks.
Overview
17
17
years of professional experience
Work History
CUSTOMER SUCCESS MANAGER
AnitaB.org
07.2019 - 08.2024
- Responsible for maintaining relationships with 250+ corporate customers and program sponsors worth $15 million in annual revenue
- Established strong relationships with key customers, such as Apple, Disney, Google, and Bank of America resulting in increased customer loyalty.
- Seeks out and executes upsell and expansion opportunities with partners
- Implement strategic plans for clients to increase diversity, equity, and inclusion efforts and reach gender pay parity
- Drives customer escalations to resolution by engaging directly with clients
- Schedules appointments to meet customer needs and resolve key concerns
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Manages implementation and communication for the Grace Hopper Celebration sponsors
- Trains and mentors new team members to promote productivity, accuracy, and friendly customer service experience.
- Played an instrumental role in client satisfaction by working with operational teams for the proper resolution of service issues.
- Created customer support strategies to increase customer retention.
SALES AND MARKETING MANAGER
Scratch Music Group
03.2014 - 02.2017
- Coordinated across multiple marketing functions, including brand marketing, and social media
- Managed client outreach program and partner relationships with the knot, wedding wire, and local partners
- Provided high-quality customer service to brides and grooms by efficiently managing email and phone communications, ensuring timely responses and fostering a positive client experience.
- Worked on business development in local markets to increase DJ bookings
- Represented Scratch at wedding conferences and regional showcases in Los Angeles, New York, and Miami
- Exceeded sales goals and improved profitability by aligning sales strategies and business plans with market trends
- Tracked and analyzed weekly sales reports, implemented corrective action plans and streamlined sales operations
- Delivered performance updates, quarterly business reviews and planning meetings.
- Outlined marketing strategies and developed collateral in close collaboration with product management personnel.
- Gave benefit-oriented, polished presentations driving dramatic revenue growth across multiple sales channels.
- Cultivated and maintained strategic alliances with key partners and vendors.
COMEDIAN AND EMCEE
Self-employeed
01.2009 - 10.2022
- Brainstormed and wrote original jokes and content, typically focused on personal experiences and anecdotes
- Built professional relationships with other comedians, schedulers and venue owners
- Host and Emcee events on small and large scales
- Curate and perform at local and International comedy shows
- Participated in open mic nights to build a reputation and enhance live performance skills
- Worked closely with directors, fellow performers, and writers to identify and perfect optimal performance techniques
- Entertained guests while simultaneously arranging and improvising popular music based on audience reactions.
WEDDING & EVENT COORDINATING
Self-employeed
10.2010 - 02.2014
- Executed all details for a variety of intimate events to large weddings
- Met with clients on a weekly or bi-weekly basis to ensure a high level of satisfaction
- Sourced and coordinate with all vendors
- Negotiated pricing and determined budgets with clients
- Primary contact for all vendors before and on the wedding day
- Inspected event facilities to verify conformance to customer requirements
- Coordinated event catering, signage, displays, security and transportation for participants
- Organized venues, budgets, guest lists, catering and event timelines.
PARTNERSHIP MANAGEMENT AND PROMOTIONAL TEAM MANAGER
Glaceau: vitaminwater and FUZE
01.2008 - 09.2012
- Managed promotional teams of 5-30 members in Los Angeles, Orange County, and Inland Empire, CA
- Established and maintained local partnerships and relationships
- Developed local branding strategies
- Co-managed local marketing budget of $250,000 per year
- Solved problems, handled escalated issues and mitigated risks
- Delegated work assignments and prioritized tasks
- Initiated training sessions and coached employees to develop effective staff
- Drove staff performance by creating incentives and positive work atmosphere.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
BA - Recreation and Leisure Studies
CSU Dominguez
Los Angeles, CA05.2009
Skills
- Self-motivated
- Organized
- Driven
- Friendly, positive attitude
- Proficient in excel, word, and salesforce
- Customer Account Management
- Strategic Planning
- Schedule Management
- Business Development
Timeline
CUSTOMER SUCCESS MANAGER
AnitaB.org
07.2019 - 08.2024
SALES AND MARKETING MANAGER
Scratch Music Group
03.2014 - 02.2017
WEDDING & EVENT COORDINATING
Self-employeed
10.2010 - 02.2014
COMEDIAN AND EMCEE
Self-employeed
01.2009 - 10.2022
PARTNERSHIP MANAGEMENT AND PROMOTIONAL TEAM MANAGER
Glaceau: vitaminwater and FUZE
01.2008 - 09.2012
BA - Recreation and Leisure Studies
CSU Dominguez
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