Claire Kolumban Email & Phone Number

Seattle, Washington, Us

• Direct all operations and strategy of four functions (pre and post-sales): Professional Services Operations, Service Sales, Program Management, and Project Management (8+ direct reports, 2 team leads)• Accountable to annual 4MM bookings quota; projected to exceed attainment and meet annual quota for FY’25 • Operationalize our Resource Management Office process, procedures and operating rhythm; optimizing current processes and defining SLAs along with proactive reporting capabilities for future looking resourcing needs, resulting project assignments decreasing by 50% (14 days to 7 days), and building our Portfolio, Book of Business Reporting, Management structure for all Professional Services leadership • Institute Program + Project Management Team operations: optimizing internal processes, change management protocols, budget reporting, feedback system, and continuous training to maximize consultant utilization rates and mitigate risk• Defined and developed four disciplinary playbooks to outline clear roles and responsibilities and operating rhythm for each position and function, resulting in streamlined onboarding and consistency in client experience• Owner of 15 strategic cross-functional FY25 initiatives; 10 completed - including CX Transition Handoff Process and optimized 2 Service Offering strategies

Seattle, Washington, Us

• Oversaw team delivery of 150+ Enterprise and Strategic projects resulting in over 8MM ARR• Scaled team to 8+ across North America (West, Central, East) and EMEA (UK), focusing on three functions: Field Consulting, PMO, and Strategic Programs • Bolstered an average 74% billable utilization across all regions and practices, exceeding goal and resulting in highest utilization of all consulting groups• Expanded the Pilot Program with conversation rates increasing by 11% to 91% while maintaining average PSAT score, 4.7/5• Grew our Strategic Programs charter to include Verticalization Consulting, resulting in our ability to consult within different business verticals such as Financial Service, Healthcare and Large Tech with battlecard creation for GTM Enablement• Partnered with our Product Release Team to proactive incorporate product updates within our implementation methodology

Seattle, Washington, Us

• Managed team delivery of approx. 40 strategic projects responsible for over 1.2MM ARR• Built and lead the end-to-end strategy and vision of the Strategic Programs practice including processes, procedures and managed 3 consultants that included skills such as Project Management, Management and Implementation Consulting• Owned all aspects of Pilot Program from sales strategy, implementation methodology and delivery operationalization for Enterprise and Strategic customers, resulting with a conversion rate increase from 71% to 80% with an average PSAT score of 4.6/5

San Francisco, California, Us

• Directed all operations of our consultants (35+ employees, 6 direct reports), $2.2MM budget, driving $628,100 in MRR; oversaw staffing/resource management, project management, system design, relationship management• Oversaw full client lifecycle from sales to delivery hand-off, program implementation, client kick-off, program health checks and handling escalations, increasing retention rates by 7% to 92%. Clients include: Zendesk, PagerDuty, Plaid, Airbnb, Coursera• Managed strategic account hierarchy and team restructuring, based off sales pipeline and data analysis for progressive forecasting to deliver upon visionary revenue optimization solutions and program delivery• Reinvented performance dashboards and documentation for service teams to monitor and interpret their monthly budget usage and utilization rates to fully leverage consultants• Developed companywide programs and policies, including external (client feedback, new product implementations and a wide range of enablement programs) and internal (wellness program)• Established Program Management Team operations: optimizing internal processes, change management protocols, budget reporting, feedback system, and continuous training to maximize consultant utilization rates and mitigate risk

San Francisco, California, Us

• Led cross-functional project teams comprised of developers, designers, content creators and product architects supporting the GTM team on tooling projects, coming in on time and at budget• Owned all aspects of SaaS clients (e.g. Zendesk, Coursera, PagerDuty) programs, performing client business process reviews workshops by analyzing and evaluating client needs, using competitive analysis to identify market and process improvement opportunities• Defined project plans and deliverables necessary for pre and post deployment, including client operational needs, leveraging resourcing, establishing processes to reduce inefficiencies, and highlighting risks and assumptions• Utilized and leveraged Agile, Scrum and Waterfall project methodologies throughout client lifecycles

Tampa, Florida, Us

• Identified revenue opportunities within multiple sales territories supporting new business growth leadership• Created data governance system and databases maintenance producing quarterly financial reports for approx. 350 clients• Managed, mentored and trained collegiate and high school interns to support new business and account management functions including product analysis and content for client facing materials• Owned human resource functions including monitoring and explaining paid time off, creating job postings, and multiple aspects of the interview and onboarding process

• Grew relationships to promote tutoring services and obtain new clients, increasing annual revenue by 110% by providing concierge and customized services for high net-worth individuals• Designed branding and marketing, including digital (websites) and print assets (brochure, business cards, letterhead) and supported LLC creation

Arlington, Virginia, Us

• Recruited, trained, and managed a committee of volunteers to organize philanthropic events supporting fundraising• Managed accounts that exceeded fund development goals by 142% and increased participation by 287%

Master Of Arts - Ma, Art Business

Bachelor Of Arts - Ba, Comparative Cultures And Politics

Bachelor Of Arts - Ba, Art History And Visual Culture