Claire Kadlecek Email & Phone Number

Woodland Hills, Ca, Us

Lead a 5-member team at Blackline in driving training and development for Partners and Customer Team alike in the SaaS industry. Developed training for Professional Services, Customer Success, Support and Partner Alliance team to produce documented processes and Implementation level training. Customer Team consists of 350 employees across 4 departments, and 17 products, with oversight of ~$3.2M company spend on employee training.Leverage cutting-edge learning methods to develop and foster cross-functional team landscapes ranging from product, software training, on-boarding new hires, and role specific training.Examine and implement processes, systems, and structures to establish a comprehensive approach to skill, competency, and proficiency level evaluations and advance product knowledge.Collaborate cross-functionally with leadership and front-line employees across the Support, Customer Success, and Professional Services organizations to drive innovation and continuous improvement in training and development programs and content.

Woodland Hills, Ca, Us

Managed Fortune 500 strategic-level clients to implement SaaS accounting software and secured 4 reference-able clients via strong project management leadership and providing valued software solutions on time and within budget. Built robust partnerships with stakeholders and partners managing projects for Fortune 500 clients while consistently monitoring project scope, assessing risks, and overseeing budget and timeline readiness across the project life cycle to ensure successful delivery.Leveraged up front workshop discovery sessions, strong consultative relationship-building skills to build trust and articulate our value proposition with clients and maintain long-term relationships while gaining a comprehensive understanding of their unique business requirements and tailoring software solution recommendations accordingly.

Indianapolis, Indiana, Us

Managed a portfolio of Fortune 100 customers totaling 5M+ inventory items at Tangoe through lifecycle management and executing/migrating clients' inventory into TEM proprietary software applications.Led an international team of analysts to migrate large-scale telecom inventories systematically and rapidly while examining quality, developing processes, reporting, and assessing value to go live.Served as a trusted advisor to clients, delivering value and consistently reporting to stakeholders via executive dashboards and regular governance calls while leading sprints and daily scrums by regularly monitoring the achievement of key performance indicators (KPIs).Spearheaded an initiative to establish best practices, devise standards, and drive process implementation by serving as a change agent to effectively manage the customer experience life cycle.Oversaw change control governance, identified improvements, wrote requirements, tested and delivered process changes, and instituted communities of practice by mentoring state-side and global teams.Established 3 distinct roles (Implementation Coordinator, Lifecycle Management, and Global Service Analyst) to deliver precise, measurable, and accurate implementations, demonstrating a comprehensive overview of client value.

Castle Rock, Colorado, Us

Assisted the Client Services team at Data Dynamix by documenting 40 processes and developing 10 training videos for clients and weekly internal webinars to discuss new software optimizations. Directed an international IT team to deliver operational efficiency via automation and operational process optimizations and fulfilling project deliverables and quarterly KPIs, timelines, and expectations for proprietary digital marketing automation, software, and portal rollout. Leveraged Scrum Master techniques to develop and efficiently manage project deliverables, resulting in a 50% reduction in internal Client Services issues and eliminating the need to add 2 FTW staff members, achieving $150K in cost savings.

Denver, Co, Us

Educated and guided new parents about childbirth in a hospital environment, supporting them in reducing their fears with practical skills, tools, and techniques while responding to questions with up-to-date, evidence-based knowledge. Updated and enhanced the format and presentation of written material for classroom presentations, consistently ensuring the relevancy and compliance of overall material while creating interactive training modules to offer hands-on interaction and exercises.

Secured and strategically implemented $850K+ in grant funding and fundraising for non-profit organizations via crowdfunding, grant management, and events at CLK Consulting. Analyzed non-profits to drive operational excellence through process improvements, new technology implementations, and documentation standardization.Served as a founding member of Strive.ly and launched a mobile app within schools to incentivize healthy behaviors in teens and attain better attendance, increased physical fitness, and improved grades.Worked with various clients, including Denver Public Schools, A Precious Child, Strive.ly, Project Worthmore, Project Recycle, Renaissance Magnet School, Skyview School, and Advanced Physical Therapy.

Petaluma, Ca, Us

Charged with interpreting data collected from telecom carrier and transferred it into proprietary application after quality controlling the data in Access. Developed queries used by fellow analysts to aid in extraction of data for customers. Wrote and delivered online training for new employees and customers. Quality controlled new TEM (Telecom Expense Management) software for billing exceptions and worked with carrier to change billing requirements.

Increased closing rate of sales by 15% by gaining confidence of client, negotiated deals and won sales by using best fit solutions tailored to their needs. Practiced customer-first philosophy, proactively mobilizing internal resources to be a step ahead of customer desires, concerns and pain points.Bridged the gap between our Customers, Operations, Sales and IT teams to translate customer and operational requirements into functional specifications and mock-ups for proprietary TEM softwareBecame Operations SME (Subject Matter Expert) in order to project manage product development requests from customers through billing audits, product development requests, fixing or enhancing internal software, web reporting and online internet reporting platform.Developed processes, documentation and training for sales to deliver to end clients, as well as, operations to support sales. and training employees on new processes.

Managed daily operations of 150 client accounts (20% Fortune 100 companies) at 3 operation facilities, as well as hired, mentored, and managed 350+ staff members.Modeled exceptional CRM practices with staff to decrease client turn over from 18-8% while teaching problem solving techniques to reduce client pain points, creating process efficiencies, and working with Sales VP to revamp RFPs to match operational deliverables and reduce customer pain points.Conducted diverse training on company value proposition and product offerings for over 350 sales & operations staff in classroom, webinars and one-on-one while also coaching them on understand and delivering client needs in a 6 month time frame. Reduced staff turnover from 25% to 6% by assisting associates to feel confident in their product knowledge through training workshops, staff recognition and clear expectations.Created quantitative measures to track profitability that tied into staffing, sales projections, and positive ROI. Reviewed processes, analyzed budgetary spending and evaluated employee contribution and creating a best fit plan of action to realize cost savings, regulations and standardization of processes with a day-to-day operational fit. Reduced staff turnover from 25% to 6% by providing training tools, staff recognition & clear expectations. Implemented consistent HR and operational standards and policies for all employees across our organization. lengthened the career tenure of current staff and increased overall morale. Contributed operational input and design requirements for the creation of the proprietary TEM application.

Bachelors Of Science, Business Management

Certificate, Advanced Grant Writing