KRISTA MOULDS

• Earned Certified Professional Coach Certification through the Goldvarg Institute - July 2023
• Managed, nurtured and expanded a portfolio of 30 mid-market and enterprise clients averaging 100k ARR
• Consulted client stakeholders at the C-Suite, VP and Director levels through executive business reviews to understand and solve HR and people challenges
• Reduced client churn by 30%, and expand revenue across clients on average of 20% per account
• Developed new business by influencing across my expansive network, resulting in 5 new client engagements in 6 months
• Harmonized cross-functional partnerships with sales, engineering and product teams to articulate customer feedback and increase NPS score, G2 rating and increase expansion opportunities
• Devised client feedback survey to capture feedback, collect client testimonials and improve client satisfaction; achieved 95% participation, created 3 case studies and built a client referral program
• Lead recruitment and onboarding for new team members and serve as an expert mentor and coach for career development
• Expert in Gainsight, Salesforce, Monday.com

• Led, managed, hired, coached, and developed a team of 13 high-performing Senior Customer Success Managers each supporting 100 Enterprise accounts, ensuring top-tier customer experience and revenue quota attainment through renewal and upsell.
• Achieved an average of 114% net retention attainment as well as 0% team attrition in the first two quarters of managing the team.
• Coached and advocated for the team through merger and acquisition internal changes, including merging of CRM and data quality management, leveling and compensation exercises, and streamlining cross-functional processes with other internal departments.
• Created recruiting strategies to identify qualified candidates and build pipeline for sales and customer success.
• Planned and executed an organization-wide CSM territory realignment and account transition and communication plan to right-size CSM books of business and provide a more streamlined customer experience through geographic and product expertise alignment.
• Expert in Gainsight, Salesforce
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Hired as Senior Customer Success Manager in 2017, Promoted to Team Lead in 2021

• Managed over $3 million in annual recurring revenue across 150+ enterprise client accounts while maintaining top-performer status and achieving President’s Club, exceeding net retention revenue plan by over 37% every year since start date in 2018.
• Owned and influenced client relationship and experience from post-sale through renewal with responsibility for product adoption, value realization, escalation resolution, negotiation and closure of renewals, and identification and addition of upsells.
• Consulted on customer success recruitment process by pre-screened potential applicants, networking and prospecting to identify potential candidates; successfully placed 10 candidates in new roles
• Mentored and coached customer success team through individualized coaching, interviewing candidates, training new team members, creating templates and references, and leading cross-departmental meetings to restructure relationships and processes.

• Exceeded targeted sales by 30% and increased renewal business by 20%, by managing multinational clients across all industries at the director, VP and C-suite levels in the HR function
• Created account plans for a complex, multi-million-dollar book of business by introducing multiple suites of products, networking, and building relationships within client organizations
• Deployed a strategy to exceed sales quotas, which involved establishing monthly meetings and bi-weekly client calls
• Maintained a strong understanding of clients’ business challenges, industries and performance; and a deep knowledge of competition to develop creative solutions and to effectively pursue new opportunities
• Built and managed cross-functional client sales teams including business development, consulting, marketing and operations
• Communicated frequently with existing clients to provide training, evaluate satisfaction, ensure issues are resolved quickly, and improve overall client experience

Hired as Marketing Associate in 2007, Promoted to Marketing Manager in 2010

• Generated 25% of new business revenue and over 80% of new contacts and sales leads from using social media and online channels
• Created and implemented global marketing strategies for a $20 million business by driving actionable plans to generate new sales and to engage existing clients
• Increased website traffic by 30% year over year through utilization of SEO and SEM strategy (organic, unpaid results) for key product search terms as well as supportive means such as creating blog and social media campaigns (Facebook, Twitter, etc.)
• Managed and supported the sales team in lead generation by conducting webinars, events, advertising and PR initiatives
• Delivered internal communications to leadership teams and employees to inform stakeholders of successes and to ensure strategies were shared across business units
• Fostered relationships with media agencies and trade publications, and responded to media requests for press releases

• Influenced the home sales process by communicating value to buyers through in depth needs analysis and consultative selling techniques
• Made 100 calls weekly and scheduled 10 appointments monthly with prospective customers
• Leveraged creativity to initiate target marketing for assigned home communities through direct mail, referral parties, grand opening celebrations and presentations
• Participated and completed professional development courses in: Professional Selling Skills, Sales Negotiating Skills and Construction Knowledge
• Obtained PA real estate salesperson license