Karen Sullivan Email and Phone Number

• Created Customer Success Department and built the team for scalability• Manage team of 7 Customer Success Managers and Directors with a portfolio of over 50 clients with approximately $4 million dollars in annual revenue• Built tiered client structure with communication plan for small, medium, and large clients• Developed and rolled out Aegis managed services program from building and executing needs analysis, scoping client requirements, assessing delivery costs, implementing program, and creating results tracking systems• Created processes for client management including customer success dashboards with critical information including customer satisfaction scores, support ticket tracking, and internal time tracking• Developed team charter to create a cohesive, mission-focused team• Manage client renewals and monitor churn for the Aegis Leadership team• Created a culture of customer advocacy within the Customer Success team and act as chief customer voice across the organization• Align with Product to drive product roadmap• Partnered with Aegis IT to migrate over 100 databases to Azure by driving client communication and managing internal testing• Participate in Aegis Leadership team and work actively to drive overall company goals and initiatives

• Delivered an $800,000 CRM conversion of a large non-profit with over 25 million donor records successfully• Managed three critical customer-facing teams – Client Services, Support, and Data Services with a total of 17 staff members• Designed and implemented operational processes including support metrics to assess Support’s effectiveness, account reviews to ensure client satisfaction, Data Services team profitability tracking, and escalation plans for software outages• Maintained excellent support ratings (4.8 or higher out of 5 throughout my tenure) as well as 90% of clients stating they were satisfied/very satisfied with Aegis customer service overall• Developed team job descriptions; evaluated and hired for key roles in team management to ensure client satisfaction and timely deliverables

• Support and assist a non-profit client base with their marketing strategies via a database platform • Manage client expectations and build client relationships while working closely with the internal teams to provide exceptional client service • Understand database and campaign execution solutions from a business-technical perspective to write specifications for enhancements • Provide direct and comprehensive database management by working on the platform as a super user to aid the client in delivering their marketing strategy • Deliver accurate and timely reports, marketing campaigns, donor investigations, and assisting with a variety of imports; provide direction when discrepancies arise• Design alternative approaches when problem-solving alongside the technology teams to drive conversion, implementation, and support • Write business rules, fundraising delivery steps, and step-by-step instructions to provide ease of use for clients

• Provided direct marketing expertise to internal and external customers for this global software and services company • Worked with the implementation teams to manage design, configuration, conversion, and testing of client direct marketing data • Engaged in practice development efforts that improve internal processes, standardize deliverables, ensure quality control, and define best practices • Serviced non-profit clients, including March of Dimes, American Red Cross, World Jewish Congress, and Americares

• Delivered critical fundraising information about several non-profits to donors using Blackbaud proprietary fundraising software • Translated complex direct marketing specifications into effective, efficient data pulls and metrics• Worked as an extension of several non-profits’ direct marketing and membership departments• Non-profit clients included The Wilderness Society, Southern Poverty Law Center, Easter Seals, American Red Cross, March of Dimes, and the Humane Society of the United States

• Working with the Directors of the Foundation, initiated the Longfield Family Foundation’s start-up in 2007 including handling the required IRS submissions and developing accounting, budgetary, and other required administrative processes • Researched, designed, and implemented a grant strategy aligned with the Foundation’s mission to improve public education in Boston. Research external best practices and current approaches and develop a network of external resources and partners to support foundation goals and initiatives• Developed and coordinated all programmatic work including initiatives aligned with the Foundation’s objective to actively engage grantees via direct partnerships. Work directly with our partners to enhance organizational capacity through hands-on project implementation, strategic community connections, and program assessment consultation• Handled budget responsibility for the foundation’s programs. Manage $300,000 in annual grants to 20 organizations in Boston and analyze overall portfolio of grants against financial projections and programmatic objectives• Directed communications outlining the Foundation’s mission and strategy via the Foundation’s website, Annual Reports, and presentations to internal and external audiences

• Worked as the primary liaison between Target Software and three national non-profit organizations to assist in fundraising efforts• Participated in ongoing project management including the conversion of new clients’ databases to Team Approach, Target Software’s fundraising application• Coordinated efforts of multi-person project teams, maintain project timelines, track the progress of the project, and assure that tasks are performed on time and correctly• Managed consulting activities such as advising clients on best practices in database configuration and usage of Team Approach through existing functionality or with software enhancement proposals• Provided database administration assistance to the client including data pulls and reporting

• Developed technical changes to Team Approach, using Oracle development tools such as Oracle Forms and Reports, SQL, and PL/SQL• Designed new programs and developed data audit scripts to improve performance and functionality of the application • Authored technical documentation to assist clients in understanding the latest changes to Target’s software

• Managed the CEO ‘s philanthropic interests, mainly focused on public education, through direct interaction with public and charter schools• Created school-related materials including fundraising brochures and student handbooks• Developed Microsoft Access databases to automate school processes including tracking student academic records and scholarships• Served as a member of the Boston Latin School college counseling, health, and technology committees• Planned and coordinated school events including fundraisers and parent nights• Conducted research on local schools’ best practices in education• Worked with school-based programs and their personnel including Boston Latin School’s after school program