Kaila P Western Email & Phone Number

Jacksonville, FL, US

San Francisco, California, United States

Doubled the Account Management team with 6 new hires in five months to a full team of 11.Worked with the Operations team to build out a brand new Technical Customer Success team to ensure all customers continue having white glove service as Bugcrowd continues to grow.The team currently manages $32M+ in ARR across MM and Strategic accounts across North.

San Francisco Bay Area

Managed a team of 5 Account Managers covering the US and APAC regions while also managing a personal BoB.Entire team’s book contained ~200 customers across $20M ARR, while I personally managed 50 customers in the Bay Area territory, with select enterprise and strategic accounts across North America.During this year, the AM team managed the entire customer.

San Francisco Bay Area

Building upon my work as a Customer Success Manager with the addition of managing renewals for the entire book of business. Personal focus on further segmenting our wide range of customers and developing individual program plans for each. - Manages 65+ customers entire lifecycle at Bugcrowd from initial purchase through program launch and management.

San Francisco Bay Area

Worked to build the Bugcrowd Customer Success team from one member to now three total in conjunction with all other Bugcrowd departments to facilitate a positive experience between customers, researchers, and employees. - Managed 65+ customers for a total of $3.75M+ ARR - Was the leading team member on each account, bringing in Account Management, Sales.

San Francisco Bay Area

Managed all projects for the Bugcrowd Operations team ( Researcher Success, Security Operations, and IT) at the request of the VP of Operations/CSO.Projects included:- Onboarded our entire team of 12 employees onto the Wrike platform (a project management tracking program) to organize + coordinate all initiatives, tasks, and projects and report progress to.

San Francisco Bay Area

Advocated for researchers to both customers and Bugcrowd encompassing roles in Project Management, Support, Program Management, and Event Management. Lead the Operations side of the Researcher Success team by managing researcher needs for all private programs (350+ researchers). - Answered support tickets submitted by researchers, averaging ~40 tickets per.

San Francisco Bay Area

Facilitated office needs and instilled company culture through events + perks. - Maintained and created swag for both employees and clients - Managed all food, supplies, and vendors for HQ office - Oversaw company travel - Researched, selected, and managed HVAC installation- Executed two 150-person company wide offsites outside of San Francisco - Planned.

I worked in Merith Cosden's lab at the University of California, Santa Barbara under two projects, The Fresh Start program and VETS. By participating in both projects, I was able to complete data entry through SPSS and interview veterans currently undergoing rehabilitative treatment as a means of measuring mental health and program efficiency.

Planned events for Corwin Pavilion on the University of California, Santa Barbara campus. For this position, I was constantly in contact from beginning to end with students, faculty, and off-campus clients who wish to hold events in our space. Additionally, I performed invoicing and coordinated building needs with all members of the University Center.

During tenure, received 4 promotions and was tasked with hiring and training my replacement.

Bachelor Of Arts (B.A.), Sociology, Minor In Education And Applied Psychology

Activities and Societies: Member of Sociology Association, UCSB Club Ultimate Frisbee, light French Dean's List

Education record