KRISTIN PILKINGTON
Salt Lake City,UT
Summary
Results driven Customer Success Leader, with a broad background supporting, and growing key accounts.
Highly motivated, empathetic, and resourceful, ensuring customer outcomes are achieved, both internal and those of clients.
Proactive approach, with a natural ability to anticipate the teams and client's needs.
Highly adaptable, embracing change and seeing challenges in a positive light. Highly sociable, optimistic, with a genuine interest in people and what drives them.
Encouraging leader , relishing the challenge of leading a team to exceed their goals and targets.
Analytical problem-solver with talents for team building and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Director, Customer Success
MEDALLIA
05.2022 - Current
- Providing VoC & VoE best practices and thought leadership to Fortune 500 Companies
- Leading 9 Customer Success Manager’s, managing Medallia's highest ACV accounts, driving CX Maturity (100% employee retention for 2 years)
- Renewals totally in excess of $200million
- FY23 – 97.8% ARR
- Presidents Club FY22 & FY23 + for FY24 all qualifiers were from my team
- Defined CSM strategy
- Observed each employee's individual strengths and initiated enablement program to improve areas overall performance
- Facilitated cross-functional collaboration for improved business outcomes for our clients
Customer Success Manager
MEDALLIA
11.2020 - 06.2022
- Responsible for managing portfolio of marque accounts with total ACV of more than $20million (3M, Target, CHANEL, Meta, Disney)
- NRR of 98.3% (and skilled at avoiding RFP)
- Created and Developed - Equitable Listening Council
- Identifying and engaging resources from all parts of the business to further deepen bonds with customers and drive business outcomes
- Acted as 'Coach' to more junior CSMs, across the entire CSM org
- Proven partner to Managed Services.
- Only CSM to attend FY21 Presidents Club.
Global Enterprise Strategic Accounts Director
NUVI
04.2019 - 05.2020
- Establish new clients for NUVI as well as managing the relationships with existing customers in APAC & EMEA
- Responsible for initial sale, implementation, value realization and strategic relationships
- As well as growing NUVI's client base 23% with brands such as Virgin Australia and Accenture UK, I also successfully stabilized churn and expanded existing relationships in APAC & EMEA markets.
Senior CX Consultant
SERVICE PROFIT CHAIN INSTITUTE
11.2016 - 12.2019
- Created and maintained CX transformation efforts to enable customers to evolve their CX maturity (Humana, AirBnB, Docusign)
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Developed effective improvement plans in alignment with goals and specifications of clients. Specifically reducing contact center operational cost and improved adoption
- Conducted and analyzed research to understand industry, market and company trends.
Strategic Client Director
HIREVUE
11.2017 - 04.2019
- Managing 15 of HireVue’s Fortune 500 strategic accounts
- These accounts had been leveraging HireVue's solution for several years, but over time, relationships and engagement had reduced
- Focused on re-establishing C level relationships, driving adoption, identify and close expansion opportunities
- Responsible for renewal, upsell, and new channel revenue. 100% retention achieved in FY18
- Accounts included; T-Mobile, Nordstrom, Kohl's, Texas Instruments, Walgreens, and BlackRock and eBay.
Enterprise Sales - Customer Experience Practice Advisor
CISCO
01.2015 - 10.2016
- Worked with Fortune 500 companies to transform how they attract, engage, and support their customers – Digital Transformation
- Identifying business imperatives through consultative/discovery selling, defining how Cisco's solutions and partners can deliver customer's business outcome now and in the future
- Collaborating with Account Manager to orchestrate Cisco and partner resources through sales lifecycles, including post-sale adoption and finally measuring customer success
- Clients included Intermountain Health, DaVita Kidney Care, Western Union, Cabela's, MGM Resorts International, and Zions Bank
- Knowledge of VOC industry, specifically facilitating Customer Journey Mapping engagements and articulating NPS impact helped drive maturity amongst clients
- Awarded Cisco's Sales Excellence Award for FY 16 (year-end July).
Named Account Manager
AVAYA
11.2013 - 01.2015
- Managed strategic relationships with partners/resellers to drive net new revenue on behalf of Avaya in both Utah & Arizona
- Quarterly growth targets are set at $1.05 million and were aggressively pursued
- Focusing on mid-market (250-5000 employees) required exceptional time management skills, there were 3,000+ accounts in the portfolio
- Secured high-value accounts through consultative selling, effective customer solutions, and promoting compelling business opportunities.
- Built and maintained strong client relationships to drive business growth.
Enterprise Customer Success Director
MARITZ CX / ALLEGIANCE
09.2012 - 10.2013
- Managed a portfolio consisting of the highest-profile accounts – including SAP, VmWare, American Cancer Society & Zions Bank
- Managed over 8 million in ARR
- Focused on building long term, strategic relationships
- Collaborated with clients and internal partners to address system challenges
- Responded quickly to ad hoc inquiries and requests from clients
- Conducted insightful account reviews/QBR’s that resulted in engaged clients and identified opportunities
- Strategically worked with clients to identify broader needs that lead to product enhancements in order to drive growth
- Communicated system challenges and limitations. Actively seeking alternate solutions and ensure resolution of issues
- ARR of 100% and strong growth across accounts
Key Client Manager
TELECOM NZ LTD
02.2010 - 05.2012
- Managed portfolio of 150 existing customers, providing solutions to match their business requirements, ensuring all services were contracted and implemented successfully, and that customer expectations were exceeded
- Highest performing Key Client Manager - 2011
- Achieved 147% of new business target and 323% of business retention target.
Customer Success Director
Telecom Vanuatu Ltd (TVL)
02.2008 - 02.2010
- Managed portfolio of TVL’s top 100 business customers
- Provided sales/customer service training, and mentored existing local sales team, and worked with CMO to ensure market penetration
- Although significant competition entered the market (monopoly for 30 years) retained 87% of TVL top 100 corporate customers while continuing to grow the existing business (17% growth for financial year 2008/2009 & 23% 2009/2010).
Education
Bachelor of Science - Science & Marketing
The University of Waikato
HAMILTON, NEW ZEALAND05.1999
Skills
- Customer-First Mindset
- Servant Leader - nurture and elevate
- Critical Thinking
- Results-Driven
- Problem Solving
- Strong Communication
- Collaborative Partner
- Negotiation
- Value Realization
- Strategic Planning
Certification
Medallia Product Certified (2023)
Text Analytics Practitioner (2022)
Medallia Survey & Reporting Certified (2021)
Medallia CX Professional Certified (2020)
Satmetrix's NPS Certified (2017)
Timeline
Director, Customer Success
MEDALLIA
05.2022 - Current
Customer Success Manager
MEDALLIA
11.2020 - 06.2022
Global Enterprise Strategic Accounts Director
NUVI
04.2019 - 05.2020
Strategic Client Director
HIREVUE
11.2017 - 04.2019
Senior CX Consultant
SERVICE PROFIT CHAIN INSTITUTE
11.2016 - 12.2019
Enterprise Sales - Customer Experience Practice Advisor
CISCO
01.2015 - 10.2016
Named Account Manager
AVAYA
11.2013 - 01.2015
Enterprise Customer Success Director
MARITZ CX / ALLEGIANCE
09.2012 - 10.2013
Key Client Manager
TELECOM NZ LTD
02.2010 - 05.2012
Customer Success Director
Telecom Vanuatu Ltd (TVL)
02.2008 - 02.2010
Bachelor of Science - Science & Marketing
The University of Waikato
Similar Profiles
Melissa BrayMelissa Bray
Senior Client Success Manager at MedalliaSenior Client Success Manager at Medallia
Justin SquezelloJustin Squezello
SVP Revenue Operations at MedalliaSVP Revenue Operations at Medallia
Leida MendozaLeida Mendoza
Professional Services Manager at MedalliaProfessional Services Manager at Medallia
Christie FosinaChristie Fosina
Senior Go-to-Market Analyst – Pipeline Analytics at MedalliaSenior Go-to-Market Analyst – Pipeline Analytics at Medallia
Bailey RimesBailey Rimes
Field Sales Pro at BSN SportsField Sales Pro at BSN Sports