Summary
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
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Kris Barbour

Kris Barbour

Austin,Texas

Summary

Dynamic Client Relationship Manager with 10 years' experience in the SaaS Industry. Driving top-quality customer experience and satisfaction through deploying voice of the client (VOC) expertise. Building and retaining long-term relationships by establishing positive, productive and routine communications.

Work History

CLIENT RELATIONSHIP MANAGER

ALVARIA
01.2022 - 01.2023
  • Established a trusted/strategic advisor relationship with customers
  • Consult with each account on ROI opportunities and utilization blockers, and collaboratively built success plans to ensure their desired outcomes are achieved
  • Plan and manage Quarterly Business Reviews
  • Facilitates customer meetings with internal experts on technical product adoption & strategic configuration tactics
  • Maintains updates on customer health and temperature in Salesforce
  • Worked closely across internal teams including Sales, Product Management, Cloud Operations, Support, and Professional Services to ensure the customer gets increased value.

SERVICE DELIVERY MANAGER

CALERO/MDSL
01.2016 - 01.2020
  • Managed a portfolio of 20-25 Enterprise accounts including Calero's largest client
  • Oversee daily operations of the Service Delivery Team of 12 employees, which includes activities such as hiring, performance management, coaching, mentoring, and team building
  • Hosted regular cadence calls with each assigned client
  • Deliver Quarterly Business Reviews to all clients to showcase value through reporting & recommendations
  • Developed strong relationships with all internal divisions to drive solutions that improve client satisfaction
  • Act as the voice of the customer internally to advocate customer's needs
  • Manage client escalations to ensure appropriate and timely resolution.

CLIENT SUCCESS MANAGER

TANGOE SOFTWARE
01.2014 - 01.2016
  • Functioned as main point of contact for partner clients
  • Conducted client quarterly business reviews
  • Hosted regular cadence calls with assigned clients to review dashboards and overall program status
  • Managed client escalations to ensure appropriate and timely resolution
  • Liaison between customers and cross-functional internal teams.

SENIOR CLIENT FINANCE MANAGER

ADPEOPLE WORLDWIDE
01.2008 - 01.2013
  • Approved all agency production and operational invoices and estimates
  • Managed accurate and timely media and production billings in accordance with the client contract and scope of work
  • Developed and implemented company's process and workflow including creating process automations fostering continuous improvement
  • Conducted monthly meetings with account managers reviewing all production jobs ensuring projects on track, within budget, and all billings processed in timely manner in accordance with client's contract.

BILLING MANAGER

GSD&M ADVERTISING AGENCY
01.1997 - 01.2007
  • Oversaw processing, distribution, accuracy verification, and maintenance of all production and media billing for multiple clients including DreamWorks, Brinker International, Southwest Airlines, and The US Air Force
  • Audited media invoices for discrepancies
  • Reviewed monthly aging and assisted in collections
  • Client contracts review and set up new clients in billing system
  • Rolled out process improvements which streamlined process and reduced unnecessary waist.

Education

Bachelor's degree -

University of Texas at Austin

Skills

  • Business Process Improvement
  • Telecom Expense Management
  • Account Management
  • Customer Relationship Management
  • Problem Solving
  • Training & Development
  • Product Management
  • Customer Engagement
  • Software as a Service (SaaS)
  • Cloud Computing
  • Business Intelligence (BI)
  • Call Center Operations

Certification

  • Six Sigma Green Belt
  • Federal Security Clearance - 6C
  • Federal Security Clearance - Public Trust

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Don't be afraid to give up the good to go for the great.
John D. Rockefeller

Timeline

CLIENT RELATIONSHIP MANAGER

ALVARIA
01.2022 - 01.2023

SERVICE DELIVERY MANAGER

CALERO/MDSL
01.2016 - 01.2020

CLIENT SUCCESS MANAGER

TANGOE SOFTWARE
01.2014 - 01.2016

SENIOR CLIENT FINANCE MANAGER

ADPEOPLE WORLDWIDE
01.2008 - 01.2013

BILLING MANAGER

GSD&M ADVERTISING AGENCY
01.1997 - 01.2007

Bachelor's degree -

University of Texas at Austin

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Kris Barbour