Kristen J. Email and Phone Number
Kristen J. work email
- Valid
- Valid
Kristen J. personal email
Open to chat about all things Customer Success, Sales Management, Program Management, Business Analysis, Process Improvement, and Customer Experience! 💬 I am a Customer Success and Experience Leader with a proven track record in building customer trust and implementing success and support programs at scale. I thrive in projects that require big-picture vision, creative problem solving, and executory leadership. I specialize in crafting the foundations for customer success and support operations in fast-growing businesses.I am a compassionate servant leader who empowers my team to success by creating accountability and transparency in an inclusive and safe environment. I build a career development infrastructure within my teams, where leaders meet with their team members consistently to:1️⃣ Listen to their team members needs, challenges, and feedbackand2️⃣ Coach, share feedback and observations, ask a lot of questions, and identify strengths and opportunities. People should be able to be human at work! Every person should feel comfortable and confident to be just as they are. The unique talents and perspectives diverse teams bring drive success. I am passionate about: 🪄 Working cross-functionally to create customer magic🧐 Data and Business Analysis to find patterns and insights that lead to a better #customerexperience👏🏻 Servant-Leadership, building and developing highly engaged and impactful teams🏗 Creating and improving processes- finding efficiencies and ways to scale📖 Constantly learning and evolving personally and professionally I have experience with Salesforce, Airtable, Miro, Asana, Smartsheet, Figma, LucidChart, Slack, Teams, Google Workspace, Microsoft/O365 Suite, Tableau, Zendesk, and am quickly able to master new tools and software.
- Website:
- dukelong.com
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Director, Member SupportLinkedin Jun 2022 - PresentSunnyvale, Ca, UsMember Support is comprised of a large (100+) global support team supporting LinkedIn + Premium Members, with teams in Omaha, Singapore, Bangalore, and Dublin. Our mission is to accelerate members and customers' success in realizing economic opportunity. As the Director of Member Support, I work closely within Member Support and with cross-functional partners to influence and brainstorm on how we can best serve our members, analyze and implement team operating models, and drive key initiatives to further our mission. With a member first mentality, I develop and analyze key metrics to ensure Member Support is staffed, trained, and functioning in a way that allows to be most efficient and scale with the business.
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Travel AgentLittle Getaway Travel May 2022 - PresentI operate a Travel Agency specializing in Caribbean, Mexico, and Hawaii vacations! My goal is to help folks have dream vacations, to relax and/or have an adventure. I love traveling and love to help others do the same!
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Director Of Customer CareAskvet Nov 2020 - May 2022Mountain View, Ca, Us• Drive customer-initiatives across Operations teams, providing strategic leadership to a high-performing team of three Managers, three Team Leads, and a multifunctional staff of 45, by establishing operational goals, strategies, and policies, ensuring optimal productivity across functions. • Led ideation and open communication to develop products that serviced a streamlined 2021 B2C delivery.• Architected the CRM infrastructure in Airtable that allowed team members to self-assign tasks and proactively reach out to customers, adopted tool captured 12K+ communications and supported all customer data at initial launching point.• Expanded the AskVet Community on Discord and Facebook and developed a content creation and approval workflow framework within Airtable.• Implemented the initial configuration with Zendesk that established a formal customer support process -
Vice President, Customer ExperienceUphealth, Inc. Mar 2020 - Nov 2020Florida, UsFormerly Cloudbreak Health: • Directed all Sales Operations, Sales Enablement, Customer Experience, and Client Implementation functions that drove customer impacts. • Designed and implemented long-term, sustainable customer experience strategies. • Targeted and recruited top talent, expanding a newly formed department into a team of six high caliber professionals consisting of Sales Enablement Managers, Business Analyst, Implementation Specialists, and Project Managers.• Designed roadmaps that guided the customer journey from first touch and developed improvement initiatives that identified pain points and improved communication.• Streamlined measurement strategies for KPIs, including product usage, adoption, CSAT, retention, and time to value.• Partnered with the IT team to design a customer communication and escalation flow that upgraded issue management. -
Vice President, Partner EngagementUphealth, Inc. Oct 2016 - Mar 2020Florida, UsFormerly Cloudbreak Health: • Led a B2B CSM team that supported $5M ARR, in increasing revenue by defining objectives and timelines, establishing repeatable, data-driven practices, and driving the program to deliver meaningful retention. • Advanced customer lifetime value by optimizing QBR and MBR presentations to highlight value derived from products. • Expanded the CSM team to $20M ARR with an NRR of 125%, improving GRR to 93%, up from 83% in three years.• Sustainably scaled the CSM team from a small group of six, up to sixteen introducing new leadership roles, and launching a SMB team of three to provide stronger support to smaller customers.• Designed methodologies that advanced team development across customer account strategies and championed customer needs assessment and support.
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Client AdvocateUphealth, Inc. Jun 2015 - Oct 2016Florida, UsFormerly Cloudbreak Health: • Managed a territory of high-profile healthcare customers with a total value of $2.5M. • Delivered value-driven programs and training and partnered with interpreters and technical teams to ensure the seamless delivery of services.• Outpaced NRR goals for the 2015 - 2016 fiscal year by 25%+.• Deployed a delivery initiative to ensure teams understood customer feedback and requirements and collaborated with Project Management and Technical teams to implement improvements that supported the broader customer base.
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Regional Account ManagerCritical Alert Systems Jan 2015 - Jun 2015Jacksonville, Florida, Us• Led the sales strategy development for a territory of healthcare accounts across the Midwest and Eastern regions. • Analyzed market trends and competitive actions to develop plans that grew sales volume. • Closed 70% of the $1M quota in the first six months of tenure.• Increased sales by 20% by reigniting a previously dormant area by initiating contract with an install and support partner. -
Telecommunications CoordinatorChi Health St. Elizabeth Sep 2012 - Jan 2015Omaha, Ne, Us• Aligned functions across a 24/7 Switchboard and Nursecall Operations team, ensuring the delivery of critical communications for a 350-bed hospital supporting 1,200 employees. • Project Manager for the deployment of mobile device deployment and applications upgrades and shouldered the responsibility as the in-house Subject Matter Expert for all Nursecall interpretation and implementation support. -
Technical Support/SalesCox Communications May 2011 - Aug 2012Atlanta, Ga, Us
Kristen J. Skills
Kristen J. Education Details
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University Of Nebraska At OmahaGeneral Studies
Frequently Asked Questions about Kristen J.
What company does Kristen J. work for?
Kristen J. works for Linkedin
What is Kristen J.'s role at the current company?
Kristen J.'s current role is Director of Member Support @ LinkedIn | Leadership, Customer Service, Sales.
What is Kristen J.'s email address?
Kristen J.'s email address is kj****@****reak.us
What schools did Kristen J. attend?
Kristen J. attended University Of Nebraska At Omaha.
What are some of Kristen J.'s interests?
Kristen J. has interest in Social Services, Civil Rights And Social Action, Education, Human Rights, Animal Welfare, Arts And Culture.
What skills is Kristen J. known for?
Kristen J. has skills like Microsoft Office, Powerpoint, Customer Service, Leadership, Microsoft Excel, Outlook, Social Networking, Public Relations, Facebook, Healthcare, Healthcare Information Technology, Ehr.
Who are Kristen J.'s colleagues?
Kristen J.'s colleagues are Paula Björnstjerna, Gianna Prudente, Minda Harts, Carlos Gutierrez, Silvia Lara, Richard Ninh, Chad Dinzes.
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