Kirsten Killion
Summary
As a customer success professional, I am passionate about leading the change towards sustainability and a greener world. In my leadership role, I enjoy leading and empowering a team to reach new heights. I am team-oriented with a focus on honest and open communication that leads to a positive and joyful work environment. I thrive while solving problems and creating new processes to maximize the efficiency of my team and company overall.
Overview
8
8
years of professional experience
Work History
Manager of Charging Services, Operations
Blink Charging
01.2024 - Current
- Analyze data surrounding owner-operator stations to improve informational accuracy, utilization, and profit margin
- Act as program manager for Blink's integration with Stable Auto for owner-operator driver pricing optimization
- Work with multiple departments to improve customer relations, product and software development, and logistical efficiency
- Assumed control of and improved procedure for host revenue calculation after a workforce reduction
- Developed and maintained relationships with customers and suppliers through account development
Chief of Staff, Customer Success
SemaConnect/Blink Charging
03.2022 - 01.2024
- Project Manager for 'Big Switch' data migration from SemaConnect to Blink network, managed UAT, and successfully migrated 18,000 assets and related information
- Project Manager for the '2G/3G Upgrade Program' for the Customer Success team, bringing in $1.8M in revenue
- Helped create the 2022 budget for the department, including personnel growth trajectory
- Interviewed candidates for vacant positions and implemented training schedule for new hires
- Managed a team of 5 Account Managers
Manager of Customer Success
SemaConnect
12.2021 - 03.2022
- Acted as Interim Director of Customer Success
- Created new standard operating procedures through company integration
- Acted as a subject matter expert for the SemaConnect network and Blink Network
- Designed and led special projects within the Customer Success team with other departments
Account Manager
SemaConnect
06.2020 - 12.2021
- Managed 300 general accounts and a handful of tier one accounts, including EVgo and Costco
- Acted as main point of contact for network training, station issues and troubleshooting, repair or replacement scheduling, invoicing, and revenue payment for accounts
- Trained new hires on account management role as well as the sales team on SemaConnect software
- Created and implemented numerous procedures across the customer success team
Certification Specialist
Institute Of Certified Professional Managers
06.2018 - 06.2020
- Reviewed certification member applications
- Graded certification exams and distributed results
- Served as the main point of contact for customer service
- Initiated partnership with Coursera
Senior Manager, Customer Support
SemaConnect
07.2016 - 06.2018
- Built relationships with new and existing customers
- Escalated station issues to the appropriate internal team for repair
- Provided excellent customer service for station hosts and EV drivers
Education
Certification Specialist - undefined
Institute of Certified Professional Managers
06.2020
Bachelor of Arts - Sociology, Leadership
Christopher Newport University
01.2015
Skills
- Software and Hardware SME
- Customer Success
- Process Creation
- Project Management
- Soft Skills
- Creative Problem-Solving
Timeline
Manager of Charging Services, Operations
Blink Charging
01.2024 - Current
Chief of Staff, Customer Success
SemaConnect/Blink Charging
03.2022 - 01.2024
Manager of Customer Success
SemaConnect
12.2021 - 03.2022
Account Manager
SemaConnect
06.2020 - 12.2021
Certification Specialist
Institute Of Certified Professional Managers
06.2018 - 06.2020
Senior Manager, Customer Support
SemaConnect
07.2016 - 06.2018
Certification Specialist - undefined
Institute of Certified Professional Managers
Bachelor of Arts - Sociology, Leadership
Christopher Newport University
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