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 America, South America, and APAC.

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 experience after launch, including leading recurring syncs to discuss program and product health as an advisor on all things crowdsourced security, managing the entire renewal cycle, sourcing upsells, and managing escalations with other Bugcrowd teams.Along with day-to-day customer management, the team was also encouraged to take on or create side projects with other Bugcrowd departments to network and develop collaborative skills.

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 monitored by monthly calls with all program owners. - Leads and negotiates renewal discussions for all customers spanning across mid-market, enterprise, and strategic accounts centered in the San Francisco Bay Area. - Total book of business is $4M+ with a 100%+ annual quota attainment.

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, and Operations teams as needed to accomplish customer goals - Created a new management style for onboarding customers and maintaining their relationship with Bugcrowd, which was passed on to new team mates- Encouraged a focus on determining goals for each customer and creating individual plans to accomplish milestones - Strived to connect with each customer to build and develop relationships

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 our VP/CSO.- Created an IoT Network to allow for remote testing by our Application Security Engineers. Allowed for our SecOps team from around the world to validate vulnerabilities, as compared to needing all devices shipped to their homes. This project was created in conjunction with IT, the Director of SecOps, and the VP of Operations/CSO. - Worked with our Product, Engineering, and Operations departments (and leads) to manage GDPR compliance updates to our processes and platform to increase our potential customer base and align with up to date security standards in the EU. - Managed team transitions as major roles in our Customer Success and Renewals team shifted to keep up with customer + market demand. **Led to the move to the Customer Success department as the team required experienced Bugcrowd employees

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 week- Conducted researcher payments, averaging $70k+ per week - Managed coordinated disclosure requests and write ups between researchers and customers - Involved reviewing brief regulations, reaching out to the customer, editing the content, then managing advertising- Led all disciplinary investigations and actions against researchers, and mediated between researchers and customers when required - Managed two DEFCONs on behalf of the Bugcrowd Researcher Success team, in partnership with our Marketing and Community Management teams - Coordinated 3 researcher focused events per year - Created, purchased, and processed swag items for 250+ researchers- Assisted the Sales team by producing annual program health reports before renewals - This was passed off once a Renewals team of 3 employees was created - Initiated multiple researcher focused programs to bring researchers back into our private qualified crowd for specialized testing

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 both an anniversary event and holiday party totaling over $60k in spend- Initiated first company rec league team

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