Coffee
Kimberly Stephens
Customer Success & Sales Leader
Summary
Dynamic professional with extensive experience in customer success, sales enablement, and cross-functional team leadership. My career is highlighted by a proven track record of developing and implementing customer success programs that enhance client satisfaction and drive organizational growth. With a deep expertise in data analytics and a customer-centric approach, I excel at forging robust relationships and delivering substantial value. Enablement has been key to my success, allowing me to effectively bridge sales and customer success teams while collaborating closely with marketing and product departments to make a significant impact on business outcomes.
Overview
19
19
years of professional experience
Work History
Enterprise Account Director and US Operations Lead
Exclaimer
10.2023 - Current
- Established a customer success organization from scratch, developing relationships with over 75 customers in a short time
- Implemented enterprise processes such as Quarterly Business Reviews (QBRs) and regular cadence calls to ensure customer success and satisfaction
- Acted as the primary point of contact for all customer& partner escalations in the US, effectively resolving issues and maintaining customer satisfaction
- Developed onboarding documentation and internal processes to streamline customer success operations
- Played a key role in the Voice of the Customer team, ensuring customer feedback is voiced, documented and considered
Senior Customer Success and Operations Manager
EclecticIQ
02.2022 - 06.2023
- Coordinated smooth onboarding processes for new clients by developing and executing professional, engagement-focused plans, global enterprise setting
- Built significant, productive, and profitable long-term relationships with key clients using expert customer service skills
- Collaborated with internal teams to develop innovative solutions to customer requirements
- Managed customer portfolio to drive product and service adoption according to business roadmap
Owner
Coffee on the Run
01.2017 - 03.2022
- Built incredible rapport with vendors, resulting in growing partnerships and generating business with SMB, Mid-Market and Enterprise
- Controlled day-to-day operations, including setting schedules and managing employees
- Built competitive edge with well-planned growth and strategic business development
Senior Manager Business Development & Customer Success
McGraw Hill
01.2016 - 03.2021
- Incubated start-up environment,. established a business of 20MM ARR across 55 global enterprise accounts in five years by identifying opportunities and working proactively with cross-functional teams
- Attended 15~ events a year evangelizing the product, establishing trusted relationships, and landing and expanding these accounts
- Hired and trained customer success managers and sales personnel, fostering a team that was instrumental in business growth
- Leveraged data to provide insights on how individuals progressed in a learning path, which helped companies better understand how to approach end users for remediation and advancement
Senior Customer Success Manager
Global Learning Systems
01.2015 - 01.2016
- Reallocated 300 SMB customers that were previously in the channel and established a direct relationship and processes for Security & HR Training Platform
- Established a customer success organization from scratch, hired and mentored team members
- Grew the business by 100% in one year by creating a system of educating these customers on GLS and its many other offerings, establishing trusted relationships, and expanding the business by adding value
Account Executive
Dell, Inc
12.2004 - 12.2014
- Consistently exceeded sales targets with an average sales attainment of over 100% for 11 consecutive years, demonstrating deep industry knowledge and expertise, global enterprise
- Conducted needs analysis and account reviews to uncover customer's essential needs
- Presented project status updates to customers and collected feedback for review.
Skills
Strategic Vision
undefinedInterests
Rescue Dogs
Photography
The Customer Experience
Artificial Intelligence Obsessed
Timeline
Enterprise Account Director and US Operations Lead
Exclaimer
10.2023 - Current
Senior Customer Success and Operations Manager
EclecticIQ
02.2022 - 06.2023
Owner
Coffee on the Run
01.2017 - 03.2022
Senior Manager Business Development & Customer Success
McGraw Hill
01.2016 - 03.2021
Senior Customer Success Manager
Global Learning Systems
01.2015 - 01.2016
Account Executive
Dell, Inc
12.2004 - 12.2014
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