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Customer Success strategist with 8 years of experience leading the design and deployment of mission critical strategic programs, bringing new customer and partner solutions to market, and empowering global Sales & CS teams to drive customer growth and retention at global technology companies like Slack & Okta. Highly regarded as a proactive contributor who anticipates business needs and proactively delivers impactful solutions that drive value on a global scale. I'm passionate about working with cross-functional teams, aligning large groups of diverse stakeholders, and collaborating with executives to turn vision into strategy, drive high-priority departmental initiatives forward, and influence change.
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Principal Customer Journey Program ManagerSlack Dec 2023 - PresentSan Francisco, California, Us -
Senior Program Manager, Customer Success Strategic ProgramsSlack Apr 2019 - Jun 2023San Francisco, California, Us- Built and led the implementation of Slack’s core Customer Success strategic programs from the ground up, and empowered the global field with strategic communications and ongoing enablement.- Programmatically governed the global CS annual top-down planning and strategic vision-setting process (V2MOM), implemented reporting structures for CS leaders to track progress, executed the roll out of V2MOM and achieved 96% departmental completion.- Spearheaded Slack’s global CS communications strategy, delivered bi-weekly departmental newsletters and monthly global CS all hands meetings, maintaining 90.6% average reach.- Architected Slack’s first Red Accounts program, including risk mitigation playbooks and custom Salesforce object configuration for reporting on account risk, resulting in 84% risk identified and $14M churn saved. - Implemented a closed-loop Product Gaps program and tooling to escalate and prioritize feature requests to Product Management and influence Slack’s product roadmap. - Developed CS Incident Management strategy for cross-functional partnership across Sales, CS, Engineering, and Support teams to manage customer escalations during worst outages. - Designed and deployed on-boarding content for internal Learning Management Systems to ramp new hires on all CS programs; delivered live enablement sessions for Sales and CS.
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Gtm Manager, Customer Success SolutionsOkta, Inc. Jan 2018 - Mar 2019San Francisco, California, Us- Promoted to oversee go-to-market strategy, release process, and field enablement for all new and existing Customer Success (Education Services, Professional Services, CSM, and Support) solutions. - Evolved Okta’s Customer Success solutions portfolio from "free and unlimited" to 42 unique paid offerings.- Increased Education and Professional Services revenue from $0 - $127M and empowered Sales reps to achieve attach rate of 60% in 3.5 years.- Developed and delivered global Sales and CS enablement that standardized sales methodology and unified the customer and prospect purchasing experience. - Crafted a captivating CS presence on okta.com/services and facilitated integration project to connect the LMS to Okta’s public website. -
Senior Program Manager, Education Services GtmOkta, Inc. Jun 2016 - Jan 2018San Francisco, California, Us- Established the end-to-end release process and go-to-market strategy for new, paid customer and partner Training and Certification solutions to market, and project managed delivery from inception to launch.- Launched Okta's Certification program, partnered with CS leadership to successfully roll out 4 persona-based certification exams for customers and partners.- Conducted extensive market research and analysis, participated in vendor assessments, and delivered solution proposals that crafted Okta’s innovative approach to Training and Certification.- Led global Sales enablement, designed pitch decks, CS solutions toolkits, and SPIF programs for global Sales reps to drive awareness and CS attach rates on new deals and upsells. - Orchestrated in-person, on-camera customer interviews for CS case studies, and designed curated content, datasheets, prescriptive learning paths, course catalogs, and infographics for external audience.- Identified and implemented business process improvements, delivered end-to-end operational documentation, trained and mentored new Training Coordinators.
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Operations Manager, Education ServicesOkta, Inc. Jun 2015 - Jun 2016San Francisco, California, UsDesigned and deployed a solutions overview and pitch decks for the global Sales, CSM, and BD teams. Identified and implemented business process improvements and delivered end-to-end operational documentation. Executed Salesforce and FinancialForce configuration projects to enable revenue recognition. Produced user workflow design from extensive market research and current-state analysis required for Cornerstone OnDemand (CSOD) implementation.
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Chief Style OfficerClassic Kate Personal Styling May 2014 - Jun 2016Fashioned end-to-end pre-launch and ongoing strategies for pricing, branding, marketing, social media, and search engine optimization (SEO). Designed and published an eCommerce site to market the business and gained a loyal client base through referrals, targeted emails, events, and public speaking engagements.
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Sales + Strategy ConsultantDishero, Inc. Jun 2014 - Sep 2014• Developed and executed user acquisition strategy and product marketing for a startup food tech application.• Designed marketing collateral, pitch decks, standardized processes and templates. -
Sales District ManagerAdp, Automatic Data Processing Aug 2012 - Mar 2014Roseland, New Jersey, Us• Execute B2B sales of ADP Human Capital Management SaaS technology and suite of integrated services.• Achieved 100%-366% monthly quota performance from hire date. -
Senior Technical RecruiterRandstad Usa Feb 2011 - Aug 2012Atlanta, Ga, Us• Drove full life-cycle recruiting activities including posting positions, prescreen and interview candidates, lead generation, and scheduling of client interviews.• Negotiated compensation, offers, facilitated starts, completed contracts, maintained and redeployed candidates. -
Brand EvangelistTory Burch Oct 2010 - Feb 2011New York, Ny, Us• Developed methodology for excellent customer service, including maintaining a client database, driving call blitzes and e-mail campaigns, and supporting client relationships by creating a personalized experience.• Increased individual store sales by $350K within one year. -
Via C Department SalesNordstrom Oct 2009 - Oct 2010Seattle, Washington, Us• Developed methodology for excellent customer service, including maintaining a client database, driving call blitzes and e-mail campaigns, and supporting client relationships by creating a personalized experience.• #1 performing sales associate in NW region for Nordstrom’s Designer Division.
Kate Devlin Skills
Kate Devlin Education Details
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Santa Clara UniversityPhilosophy
Frequently Asked Questions about Kate Devlin
What company does Kate Devlin work for?
Kate Devlin works for Slack
What is Kate Devlin's role at the current company?
Kate Devlin's current role is Principal Program Manager @ Slack.
What is Kate Devlin's email address?
Kate Devlin's email address is ka****@****kta.com
What is Kate Devlin's direct phone number?
Kate Devlin's direct phone number is +141538*****
What schools did Kate Devlin attend?
Kate Devlin attended Santa Clara University.
What skills is Kate Devlin known for?
Kate Devlin has skills like Agent For Change, Sales, Marketing, Strategy, Management, Information Technology, Networking, Sourcing, Leadership, Saas, Technical Recruiting, Analysis.
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