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.
• Institute Program + Project Management Team operations: optimizing internal processes, change management protocols, budget reporting, feedback system, and continuous training to maximize consultant utilization rates.
• 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.
• 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.
• 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.

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.
• 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.

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.
• 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.
• 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