Open To Work
Kimberly Orange
CSM
Macon,GA
Work Preference
Summary
Accomplished professional with expertise in customer success management and technical troubleshooting, previously at nCino. Excelled in resolving complex issues, maintaining a 99% CSAT, and leading cross-functional teams. Proficient in API troubleshooting and executive communication, driving product adoption and client satisfaction through strategic guidance and innovative solutions.
Overview
10
10
years of professional experience
4
4
Certification
Work History
Support Engineer II – Incentive Compensation
nCino
Remote, GA
02.2024 - 05.2025
- Resolved over 250 advanced technical tickets monthly across 100+ financial institutions.
- Troubleshot API failures, XML data issues, SFTP delays, permission conflicts, and calculation discrepancies.
- Executed SQL queries, validated data, performed sandbox testing, and reproduced bugs for Product/Dev teams.
- Addressed critical system failures including payroll errors and authentication issues.
- Maintained CSAT above 99% during high-volume cycles.
- Served as senior subject matter expert for team consultations on complex technical issues.
Manager, Incentive Compensation Support
SimpleNexus (Acquired by nCino)
Macon, USA
08.2022 - 02.2024
- Managed a team of 5–7 analysts supporting over 150 SaaS clients on Compensate/Incentive Compensation platform.
- Created new KPIs, SLAs, SOPs, and weekly metric reports, enhancing team accuracy and efficiency.
- Served as Tier II escalation point for critical calculation, login, and payroll-blocking issues.
- Audited and standardized documentation across multiple systems to rebuild company knowledge base.
- Facilitated cross-departmental escalation meetings with Product and Development multiple times weekly.
- Conducted internal and external training sessions, including executive-level client meetings for escalated issues.
- Led hiring, onboarding, coaching, and annual reviews for all team members.
- Temporarily managed office operations, including supplies, maintenance coordination, vendor management, and scheduling.
Customer Success Manager
LBA Ware (Acquired by SimpleNexus)
Macon, USA
05.2021 - 08.2022
- Managed portfolio of 40 financial services and mortgage clients, achieving over 99% customer satisfaction.
- Delivered comprehensive white-glove service through weekly meetings, technical support, and strategic guidance.
- Collaborated with cross-functional teams to resolve customer inquiries and enhance service delivery.
- Analyzed customer feedback to identify opportunities for service improvement and innovation.
- Conducted client training on compensation plan setup, reporting, workflows, and best practices.
- Handled all incoming client tickets, performing root-cause analysis and delivering solutions promptly.
- Supported user acceptance testing by conducting thorough testing and creating mock-ups for product teams.
- Identified upsell opportunities during training sessions and coordinated renewals with Sales team.
Project Manager
Allied Business Systems
Macon, USA
07.2018 - 03.2021
- Promoted rapidly from Support Analyst to Project Manager due to exceptional technical and client-facing abilities.
- Managed end-to-end onboarding for clients transitioning from competitor platforms following industry shutdowns.
- Led discovery, timelines, configuration, general ledger setup, and comprehensive data conversion with QA validation.
- Traveled onsite for training sessions, product launches, and relationship building.
- Managed project schedules by identifying critical milestones and deliverables.
- Coordinated cross-functional teams to ensure project alignment and adherence to deadlines.
- Served as primary contact for enterprise clients requiring weekly meetings, updates, and high-touch support.
- Conducted scope reviews, created mockups, collaborated with developers, managed changes, and controlled scope creep.
Support Analyst
Allied Business Systems
Macon, Georgia
09.2017 - 07.2018
- Delivered technical support to over 150 B2B clients on custom loan management system.
- Authored knowledge base articles and internal guides to enhance issue resolution efficiency.
- Escalated product bugs and systemic issues to development team with detailed client impact documentation.
- Facilitated onboarding and training sessions for new users to minimize ticket volume.
Administration Support II / Economic Support Specialist
State of Georgia
Macon, USA
08.2015 - 07.2017
- Processed Medicaid applications, ensuring accuracy and compliance with eligibility verification.
- Provided front-desk support by checking in patients, verifying insurance, and scheduling appointments.
- Collected payments and coordinated effectively with clinical staff to streamline operations.
- Maintained exceptional customer service interactions with diverse populations in high-volume environments.
Education
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT01-2021
Associate of Science - Marketing
Central Georgia Technical College
Macon, GA01-2010
Skills
- Customer success management
- Client relationship ownership
- Onboarding and training
- Executive communication
- Stakeholder management
- Technical troubleshooting
- Platform expertise
- SaaS account management
- Escalation handling
- Case prioritization
- Product adoption strategies
- Requirements gathering
- Light configuration
- Cross-functional collaboration
- Data validation
- Testing and UAT support
- KPI tracking and CSAT management
- Meeting facilitation
- Salesforce and Zendesk proficiency
- HubSpot and JIRA experience
- Basic SQL and XML knowledge
- API troubleshooting and SFTP skills
- Sandbox validation and data review
Certification
• Salesforce AI Associate, 2024
• KCS v6 Fundamentals, 2024
• Zendesk Customer Service Professional, 2024
• HubSpot, In progress / optional to list, 2025
• KCS v6 Fundamentals, 2024
• Zendesk Customer Service Professional, 2024
• HubSpot, In progress / optional to list, 2025
Custom Section 1
Salesforce • Zendesk • HubSpot • JIRA • SQL (basic) • XML • API Troubleshooting • SFTP • UAT Testing • Sandbox Validation • Data Review • SaaS Platforms • Microsoft Office • Google Workspace
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Support Engineer II – Incentive Compensation
nCino
02.2024 - 05.2025
Manager, Incentive Compensation Support
SimpleNexus (Acquired by nCino)
08.2022 - 02.2024
Customer Success Manager
LBA Ware (Acquired by SimpleNexus)
05.2021 - 08.2022
Project Manager
Allied Business Systems
07.2018 - 03.2021
Support Analyst
Allied Business Systems
09.2017 - 07.2018
Administration Support II / Economic Support Specialist
State of Georgia
08.2015 - 07.2017
Bachelor of Science - Business Management
Western Governors University
Associate of Science - Marketing
Central Georgia Technical College