Kyla Kuhnlein
Portland,OR
Summary
Versatile and proactive worldwide leader of Customer Success. Experienced Global Director of Customer Success with 20+ years in the field. Demonstrated success in leading strategic efforts that enhance profitability and customer satisfaction. Proficient in implementing advanced SaaS solutions and cultivating a customer-focused environment, resulting in substantial ARR growth and strong renewal rates. Skilled in utilizing tools like JIRA, Confluence, Power BI, and Salesforce, Churn Zero with a background in project management. Ready to apply broad expertise to improve operations and achieve long-term growth.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Global Director of Customer Success
NEMETSCHEK GROUP/ GRAPHISOFT
03.2014 - Current
- Drove Graphisoft to achieve +93% renewal rates through strategic customer success initiatives
- Implemented scalable SaaS solutions, contributing to Graphisoft's 40% YOY ARR growth
- Coached diverse team, enhancing customer success and operational efficiency
- Managed business intelligence analytics, optimizing budget and reducing churn at Graphisoft
- Fostered team development, driving peak performance in customer success initiatives
- Enhanced SaaS offerings, securing 25% increase in customer satisfaction scores
- Championed customer-centric culture at Graphisoft, leading to record-high renewal rates.
- Evaluated emerging technologies and market trends to identify new opportunities for business growth.
- Managed cross-functional teams to achieve project milestones within budget and on time.
Senior Architect
STR Partners
09.2011 - 03.2014
- Implemented cutting-edge software tools to enhance accuracy and efficiency during the design process, reducing rework by 25%
- Introduced innovative design solutions, elevating client satisfaction,
- Streamlined contract negotiation processes, saving 10% in project costs
- Optimized resource allocation, leading to 20% increase in project delivery efficiency.
- Collaborated with interdisciplinary teams to successfully integrate structural, mechanical, electrical, and plumbing systems into cohesive designs.
- Facilitated smooth communication between stakeholders, including clients, contractors, and regulatory authorities throughout each project phase.
- Increased client base by participating in industry conferences and networking events to showcase firm capabilities.
- Mentored junior architects, fostering a collaborative work environment that encouraged professional development and growth
Project Manager
MAH Architectural Group
05.2002 - 09.2011
- Led architectural projects, achieving 20% reduced project timelines through innovative design solutions
- Pioneered sustainable architectural practices, contributing to greener building designs
- Ensured project precision, overseeing detailed architectural plans that minimized construction errors
- Introduced 3D modeling techniques, enhancing visualization and client satisfaction with project outcomes
- Boosted client engagement by 30% with interactive architectural models.
Education
Master of Architecture - Architecture
University of Colorado
Boulder05.2002
Bachelor of Architecture - Architecture
University of Colorado
Boulder, CO05.2000
Skills
- Supply Chain Optimization
- Strategic Planning
- Organizational Development
- Talent Acquisition
- Digital Transformation
- E-commerce strategy
- Customer-Oriented
- Project Management
- Customer Retention
- Partnership Development
- P&L Management
- Change Implementation
Certification
AIA
LEED AP BD+C
Digital Product Mangement, Boston Univeristy
Dezeen: https://www.dezeen.com/2022/10/27/graphisoft-bulding-together-digitalisation-architecture-talk/
Timeline
Global Director of Customer Success
NEMETSCHEK GROUP/ GRAPHISOFT
03.2014 - Current
Senior Architect
STR Partners
09.2011 - 03.2014
Project Manager
MAH Architectural Group
05.2002 - 09.2011
Master of Architecture - Architecture
University of Colorado
Bachelor of Architecture - Architecture
University of Colorado
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