Kaela Doss Email & Phone Number

Boston, Ma, Us

Sf Bay Area, Ca, Us

I am a consultant and coach who guides, mentors, and empowers those I work with to realize their full potential. Specific areas of focus include:- Customer Success & Customer Experience Consulting- Leadership Development and Manager Training- Executive Coaching

Redwood City, California, Us

RippleWorks pairs leading tech & business executives with promising social ventures to jointly solve immediate and critical scaling challenges in order to accelerate impact. Most recently I partnered with the team at iProcure, the largest agricultural supply chain platform in rural Africa, to launch a Customer Support function. https://www.rippleworks.org/project/iprocure/

San Francisco, California, Us

San Francisco, Ca, Us

- Led org of 75+ across 3 offices providing sales support for over 200M ARR across Enterprise, Mid Market, and Channel sales. - Responsible for pre and post sales operations and client support including advertising campaign set up/launch, content management, day to day support, program changes, and campaign optimization- Established data driven KPIs, SLAs, and success metrics to retain and grow revenue while promoting an excellent client experience- Informed product roadmap and GTM plan by working cross functionally with sales, product, engineering, marketing, and business development, partnering through all levels of the organization, including direct exposure to the C-Suite- Led expansion of Enterprise CS team to New York office, hitting all headcount goals and scaling to full team within the first year- Was responsible for the full lifecycle of employee relations including hiring, performance management, compensation reviews, developmental 1:1s, career pathing, etc.- Created and launched Manager Development Series; monthly leadership coaching program for Managers in the Customer Success dept nationwide

San Francisco, Ca, Us

- Responsible for over 150M ARR; managed 8-10 mgrs (80+ individual contributors) responsible for full client lifecycle including on-boarding, support, retention, upsells and renewals- Promoted to lead and scale the Account Management team from 50 in PHX to 150+ in PHX and CHI- Chosen to lead our Elite Account Management department; consisting of the highest spending SMB clients; scaled team from 3 Account Managers to multiple teams across 2 offices, responsible for 120M ARR and consistently hit <3% churn- Served as the voice of the customer, partnering with with the business analytics team, finance, revenue operations, and product teams to ensure customers needs are met- Developed department wide policies, procedures, performance metrics, and retention strategies- Led department wide motivational and information weekly and monthly meetings - Reorganized and tiered support structure across all teams to improve SLAs, increase individual productivity, and improve the client experience significantly - Responsible for management hiring, coaching and mentoring through transition from individual contributor to manager

San Francisco, Ca, Us

- Managed team of 10-12 Account Managers; responsible for 30M ARR - Led weekly team meetings, held productive 1:1s, created development reports and performance metrics used department wide- Interviewed, hired, and trained Account Managers

San Francisco, Ca, Us

- Managed 3M ARR and consistently exceeded expectations of 96% retention (SMB)- Responsible for all post sale support including on-boarding, product adoption, content management, day to day contact, retention, upsells, and renewals. - Partnered closely with sales team to ensure smooth account handoff and seamless client experience.

- Assist displaced policyholders by negotiation of short term leases and coordinate all move in/move out needs, providing an exceptional client experience to the insured while working within the limits of ALE/LOU coverage of the insurer.- Manage team of 5-7 Housing Coordinators; responsible for hiring, training, and ensuring daily productivity goals are met- Serve as point of contact for all vendor relationships- Responsible for all AR/AP; manage insurance company billing and monthly payments to owner/landlords

Bachelor Of Arts (B.A.), Philosophy, Political Science

Education record