Kimberly Stephens
Jackson,TN
Summary
Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Customer Experience and Operations Leader with proven success leading productive teams, controlling budgets, networking to drive growth initiatives, continuous improvement, and marketing to maximize brand outreach. Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer experience processes and managing support teams that span multiple locations. Dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
19
19
years of professional experience
5
5
Certifications
Work History
SENIOR CUSTOMER SUCCESS AND OPERATIONS MANAGER
EclecticiQ
03.2021 - Current
- Instrumented an implemented customer journey mapping for maximum impact for the dedicated customer success and TAM roles allowing them to prove business value and ROI
- Implemented and Integrated tools including HubSpot, Totango, SharePoint, and Atlassian products to further define digital documentation and reporting of KPI's
- Designed and delivered training programs for customers and stakeholders, resulting in enhanced customer improved satisfaction and engagement
- Improved overall adoption and increased usage of SaaS platform by 30% over 6 months
- Utilized data analysis to provide clear insights and recommendations for strategic decision-making
- Led cross-functional teams across different geographies to successfully execute the customer journey
- Implemented and Monitored KPIs to assess customer engagement
- Oversaw key customer relationships to close strategic opportunities resulting in an additional 2MMin additional revenue.
OWNER
COFFEE ON THE RUN
01.2019 - Current
- Marketed business on social media platforms to maximize brand identity and generate revenue
- Defined operational procedures and workflow planning for efficiency, flexibility in work styles and agile process improvement
- Oversaw project execution, phased progress, workmanship and team performance
- Increased revenue by 65% in six months by establishing partnerships with local businesses and cross promotional activities
- Provided career coaching to the young team of employees in increased our business performance by 30%.
SENIOR MANAGER CUSTOMER SUCCESS & BUSINESS DEVELOPMENT
MCGRAW HILL
01.2016 - 12.2021
- EDUCATION
- Applied extensive product, financial and market knowledge to communicate and sell complex accounts
- Broadened Key Performance Indicators (KPIs) to enable the delivery of Business Intelligence (BI) to management for further process enhancement
- Manage sales-related events, such as conferences, including screening, budgeting, and attending events
- Identify new opportunities for consulting and instructional design within accounts, resulting in a 4MM additional ARR
- Uncovered and analyzed automation issues and developed practical solutions to drive progress
- Liaised with high-value accounts, fostering personal relationships and top-of-mind awareness to capture emerging business opportunities early.
SENIOR CUSTOMER SUCCESS MANAGER
Global Learning Systems
01.2015 - 01.2016
- Establish a process and supervise a team to promote the successful implementation, utilization and product adoption of a SaaS product
- Streamline communication with customers and expedite issue resolution with the support team
- Create and deliver Business Intelligence (BI) to management to further enhance processes around ARR, NPS, and
- Churn
- Develop a business strategy for the customer service team to improve customer satisfaction.
ACCOUNT EXECUTIVE
DELL, INC
01.2004 - 01.2015
- Responsible for account management using active listening empathy, accountability and flexibility across an enterprise account set of Fortune 100 customers in a B2B environment
- Maintained updated knowledge of changing industry, standards and trends related to accounts by analyzing data
- Used consultative sales strategies to effectively overcome client objections and maximize sales activity
- Collaborated with key decision makers and internal stakeholders to identify opportunities and develop ideas to deliver sales results.
Skills
- Customer Experience
- Project Planning
- Complex Problem Solving
- Teamwork and Collaboration
- Strategic Planning
- Fiscal Management
- Negotiation and Conflict Resolution
- DevSecOps/DevOps
- Managing Operations and Efficiency
- Team Building
- Documentation and Reporting
- Consultative Selling Techniques
Certification
- Certified Administrator, Totango
- HubSpot, Inbound Certification
- Certified Scrum Master Fundamentals
- Cyber Threat Intelligence, IBM
- HubSpot , Social Media Marketing
Timeline
SENIOR CUSTOMER SUCCESS AND OPERATIONS MANAGER
EclecticiQ
03.2021 - Current
OWNER
COFFEE ON THE RUN
01.2019 - Current
SENIOR MANAGER CUSTOMER SUCCESS & BUSINESS DEVELOPMENT
MCGRAW HILL
01.2016 - 12.2021
SENIOR CUSTOMER SUCCESS MANAGER
Global Learning Systems
01.2015 - 01.2016
ACCOUNT EXECUTIVE
DELL, INC
01.2004 - 01.2015
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