Kaitlin Mcmannis Email & Phone Number

Spokane, Wa, Us

Minneapolis, Mn, Us

Minneapolis, Mn, Us

Manage Salesforce infrastructure for the organization along with other business systems that integrate with Salesforce as a Staff team member (Promoted from Senior in 2023). I drive adoption, efficiency and changes by working with business stakeholders which include Sales and Marketing Executives to determine what Salesforce changes are needed to ensure a successful lead generation and sales process. I also research and analyze Salesforce usage and provide recommendations on improvement opportunities to strengthen and streamline the processes for the teams that use Salesforce. To drive process adoption and manage change, I also complete internal communications and contribute to enablement sessions and in some situations present to the organization.Key initiatives include:> Creating and piloting Sales Engagement in Salesforce to possibly replace other costly systems.> Identifying the opportunity to improve internal notifications for lead follow up customer engagement using the Sales Cloud for Slack Integration which improved the time to engage with prospects and customers by decreasing wait times.> Determining lead routing improvements using LeadData within Salesforce> Managing CPQ SKU creation and deletion so we have an up to date repository of all products available and working with Accounting to ensure process synced properly with the Intacct System > Working closely with Marketing and Sales to manage and improve lead/contact routing and opportunity processes which required knowledge of other intergenerations including Marketo, 6Sense, Outreach and Sales Navigator

Minneapolis, Mn, Us

San Francisco, California, Us

Steering global process improvement initiatives as a senior team member, I drive efficiency and efficacy by researching, analyzing, and recommending continuous improvement opportunities to strengthen and streamline the processes of the Global Support Organization. To drive process adoption and manage change, I develop internal communications, knowledge sharing tools, and learning & development programs.Key initiatives include:> Creating and piloting a new collaborative “swarming” support model that decreased case resolution while increasing customer satisfaction.> Identifying the opportunity to improve unresponsive case closure time by 28% through automated customer outreach.> Determining the ideal future-state design to increase support engineer productivity and reduce time to escalation.> Advising M&A and new product introduction (NPI) stakeholders on change requirements, resources, and impact to existing organizational and technical infrastructure.> Driving global process standardization, consistency, and compliance by creating a single process repository.> Increasing the project capacity of a small team by creating new project tracking process, reporting, and team calendar.

San Francisco, California, Us

I maximized the proficiency of Salesforce Success Managers by facilitating strategic enhancements to customer programs and processes, in turn increasing customer satisfaction. Key initiatives include:> Reduced new-hire time-to-readiness by pioneering a mentoring program while revamping and delivering training.> Designing a scalable, repeatable training process to expedite post-acquisition integration of new teams.> Partnering with marketing team on content that expedited premier customer onboarding and case closure without sacrificing customer experience quality.

San Francisco, California, Us

I expanded my scope of responsibility from Data.com to all core services as a customer advisor supporting product utilization and optimization. Key initiatives include:> Launching customer-centric programs and playbooks to improve customer experience and employee efficiency.> Streamlining core processes in an initiative to build out a robust enablement experience.

San Francisco, California, Us

I was retained after Salesforce’s acquisition of Data.com to manage the customer success community and create, promote, and recommend product training webinars, product documentation, and scalable resources that maximized product value to customer by improving their usage. I collaborated on additional organizational initiatives, including scalable process improvement to support up to 9000 customers with 5 product specialists, and I analyzed program metrics to manage and improve support.Key initiatives include:> Increasing online customer community membership 14x, reducing the need for costly one-on-one support.> Meeting one-on-one with SMB and MM customers to collect and integrate voice-of-customer feedback for program improvements.> Partnering with the product team on a delivery playbook in a unique hybrid role program.

San Francisco, California, Us

By fostering strong, long-term customer relationships, I maintained or increased our annual contract commitments.Key initiatives include:> Consistently meeting or exceeding my revenue quota.> Advising customers on contracts and products as their primary point of contact.

As a Premier Account Coordinator, I assisted the Customer Success Managers and Account Executives with managing existing customers. One of my top priorities included training new customers on the product they purchased in a one on one session with their teams. I also responded to customer e-mails and incoming calls to assists with their account management.

Answer phones, emails, provide customer service, place orders, and perform other office duties.

Lead a group of 8 children around at a day camp and acted as a role model. Also planned and participated in activities with them.