Kristyn Whalen

• Director of Client Success for the Upper Mid-Market West and US Onboarding divisions, directly overseeing 7 nationally dispersed teams (7 Managers and ~70 CSMs).
• Consistently exceeded key metrics in retention and account reactivation with high dimension ratings, resulting in a 99% Manager Effectiveness score on the most recent Employee Engagement Survey.
• Retained revenue upwards of $28MM quarterly.
• Spearheaded the establishment of the US Onboarding teams, including hiring and training all employees, creating processes, setting KPIs, and implementing reporting mechanisms. These efforts resulted in setting clients up for success from the start and generated an additional $500K in reactivated revenue each quarter.

Awards

2022 CEO Spot Bonus for retention performance

2023 ACE Award (top 5% of company for goal achievement)

• Client Success Director overseeing Upper Mid-Market teams in California and Texas (3 teams).
• Partnered with CS Directors across North America and EMEA to ensure scalable and congruent team functions.
• Collaborated closely with Sales counterparts to improve processes and find strategic solutions for our clients.
• Led initiatives to drive new product adoption across teams, including training, implementation, and measurement strategies.

• Managed 2 West coast teams that supported all clients ranging from Enterprise to SMB.
• Responsible for a book of business that included many of our largest clients - consistently exceeded retention targets and grew many accounts (multi-product adoption/upsells).
• Proactively resolved technical issues throughout the lifetime of client accounts, addressing challenges related to aggregation, SEO, data mapping and quality.
• Acted as an escalation point for resolving challenging client, Sales and technical/product issues.

• Managed the Inventory Team for Comcast California's Ad Sales Division.
• Allocated, formatted and scheduled over 50 cable networks across Northern California - roughly 400,000 ads per day.
• Developed and monitored inventory capacity models.
• Worked closely with Local, Regional, and National Sales Directors, using yield-management strategies to maximize ad sales revenue.
• Provided all rate card recommendations, pricing strategies and forecasting for the business.

Awards

2010 GEM (Going the Extra Mile) Award for creation of the Sports Inventory Process

2011 GEM (Going the Extra Mile) Award for Operational Excellence