Summary
Overview
Work History
Skills
Certification
Timeline
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Kimberly Stephens

Kimberly Stephens

Jackson,TN

Summary

Dynamic and performance-driven business professional with high integrity, strong work ethic and great leadership skills. Meticulous and resourceful Customer Experience and Operations Leader with proven success leading productive teams, controlling budgets, networking to drive growth initiatives and marketing to maximize brand outreach. . Excels at building customer loyalty and generating repeat business opportunities. Proven experience implementing large-scale customer experience processes and managing support teams that span multiple locations.

Overview

19
19
years of professional experience
5
5

Certifications

Work History

Senior Customer Success and Operations Manager

EclecticiQ
Jackson, TN
03.2021 - Current
  • Implemented tools including HubSpot, Totango, SharePoint, and Atlassian products to enhance documentation and reporting of activities
  • Facilitated effective communication between internal teams and external third-party vendors to identify and solve customer pain points
  • Designed and delivered training programs for customers and stakeholders, resulting in enhanced customer satisfaction and engagement
  • Utilized data analysis to provide insights and recommendations for strategic decision-making
  • Led cross-functional teams across different geographies to successfully execute the customer journey.
  • Implemented and Monitored KPIs to assess customer engagement.
  • Oversaw key customer relationships to close strategic opportunities resulting in an additional 2MMin additional revenue

OWNER

COFFEE ON THE RUN
JACKSON, TN
01.2019 - Current
  • Promoted business on social media platforms to maximize brand identity and generate revenue.
  • Led startup and creation of operational procedures and workflow planning.
  • Oversaw project execution, phase progress, workmanship and team performance to drive on-time completion of deliverables.

BUSINESS DEVELOPMENT & CUSTOMER SUCCESS DIRECTOR

MCGRAW HILL EDUCATION
LEXINGTON, SC
01.2016 - 12.2021
  • Applied extensive product, financial and market knowledge to communicate and sell complex accounts
  • Broadened Key Performance Indicators (KPIs) to enable the delivery of Business Intelligence (BI) to management for further process enhancement
  • Manage sales-related events, such as conferences, including screening, budgeting, and attending events
  • Identify new opportunities for consulting and instructional design within accounts, resulting in a 4MM additional ARR
  • Uncovered and analyzed automation issues and developed practical solutions to drive progress
  • Liaised with high-value accounts, fostering personal relationship and top-of-mind awareness to capture emerging business opportunities early

Senior Customer Success Manager

Global Learning Systems
Bowling Green, KY
01.2015 - 01.2016
  • Establish a process and supervise a team to promote the successful implementation and usage of a SaaS product
  • Streamline communication with customers and expedite issue resolution with the support team
  • Create and deliver Business Intelligence (BI) to management to further enhance processes around ARR, NPS, and Churn
  • Develop a business strategy for the customer service team to improve customer satisfaction

Account Executive

DELL, INC
Nashville, TN
01.2004 - 01.2015
  • Maintained updated knowledge of changing industry, standards and trends related to accounts.
  • Used consultative sales strategies to effectively overcome client objections and maximize sales activity.
  • Collaborated with key decision makers to identify opportunities and develop ideas to deliver sales results.

Skills

  • Customer Experience
  • Project Planning
  • Complex Problem Solving
  • Teamwork and Collaboration
  • Strategic Planning
  • Fiscal Management
  • Negotiation and Conflict Resolution
  • Goal Setting
  • Verbal and Written Communication
  • Managing Operations and Efficiency
  • Team Building
  • Documentation and Reporting

Certification

  • Certified Administrator, Totango - 2023
  • Inbound Certification, HubSpot - 2022
  • Scrum Master Fundamentals - 2022
  • Cyber Threat Intelligence, IBM - 2021
  • Social Media Marketing, HubSpot - 2022

Timeline

Senior Customer Success and Operations Manager

EclecticiQ
03.2021 - Current

OWNER

COFFEE ON THE RUN
01.2019 - Current

BUSINESS DEVELOPMENT & CUSTOMER SUCCESS DIRECTOR

MCGRAW HILL EDUCATION
01.2016 - 12.2021

Senior Customer Success Manager

Global Learning Systems
01.2015 - 01.2016

Account Executive

DELL, INC
01.2004 - 01.2015

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Kimberly Stephens