Katelin Smith work email
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Katelin Smith personal email
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I am passionate about doing work that allows me to make a real impact on people's lives. I consistently look for new opportunities to support and enable a more efficient way of doing things, while keeping in mind that "Rome wasn't built in a day."CUSTOMER SUCCESS, OPERATIONS, & PROJECT MANAGEMENT☑ Have been hired as the first-ever Customer Success Operations Manager at Indeed, Propeller Aero, Newsela, and SeekOut.☑ Created brand-new Customer Journey maps & health scores that allowed for higher client retention and a better system for customer support.☑ Implemented several new software systems to make CSM's jobs more proactive (Intercom, ChurnZero, Gainsight). ☑ Familiar with Gainsight (Administrator), ChurnZero (Administrator), Salesforce, Hubspot, Gong, Marketo, Asana, Jira, etc.☑ Acted as the Training & Enablement Manager for systems as new hires came onboard.☑ Interviewed and hired Customer Success Managers and Support Staff.LEADERSHIP☑ I enjoy leading -- people, projects, and meetings -- without authority. This creates trust, breaks down silos, and fosters a space for creativity. ☑ Successfully hired and mentored a Customer Success Specialist to build out our Operations Team within 3 of my 4 Operations roles. ☑ Strong relationship building skills with various key stakeholders (Product, Marketing, Engineering, Sales, Support, Integrations, etc.).WHO AM I?☑ I am a fast learner and a natural born 'helper' who loves getting down to the root cause of an issue and bringing possible solutions to the table.☑ When I don't have my 'Customer Success' hat on, you will find me outdoors, saying "WOW" to every pretty view I encounter.☑ I have a 6 year old Goldendoodle named Reese who comes on all of my adventures.☑ I enjoy traveling, trying new recipes & new restaurants. I look forward to lending a helping hand to your organization!
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Field And Systems Operations ManagerFreeosk Sep 2023 - PresentChicago, Il, Us -
Customer Success Operations / Project ManagerSeekout Jan 2022 - Jun 2023Bellevue, Washington, Us*Laid off due to Company Reduction in Force* • Partnered with Customer Success Leaders to influence department strategy and scale its successes• Managed and prioritized various cross-functional projects ranging in complexity from conception through execution• Responsible for full roll-out, training & enablement of ChurnZero• Implemented a New Hire Orientation Program for all CS Staff• Implemented Guru Knowledge Base to house all Processes & Training Materials company-wide• Subject Matter Expert & Trainer on all CS tools• Ensured all process documentation was up-to-date and teams were enabled on changes• Developed SeekOut’s first Customer Journey & streamlined processes and milestones from Onboarding through Renewal• Developed SeekOut’s first Customer Health Score & created playbooks to help predict and remedy churn risk• Oversaw the Customer Success Operations Specialist and create quarterly measures & goals for the Operations Team -
Customer Success Onboarding Project ManagerNewsela Mar 2021 - Jan 2022New York, Ny, Us• Project manage end-to-end strategic Onboarding initiatives to ensure the most seamless, streamlined experience for our customers• Help build efficient, innovative new processes to enable the Customer Success team to scale and collaborate effectively• Ensure that our new processes seamlessly integrate with the Customer Journey criteria• Strong partnership with Newsela Gainsight Administrator to ensure new processes are woven into playbooks• Create workflows to allow various teams to understand where their work fits into the onboarding puzzle• Cross-functional alignment with various teams including, but not limited to: Sales, Marketing, Product, BI, Professional Learning, Integrations, and Support• Continuous process improvement that include feedback surveys, phone calls with customers and team members to understand what's working and what needs to be improved -
Customer Success Operations Manager / Project ManagerPropeller Aero May 2020 - Mar 2021Surry Hills, Nsw, Au• Project managed end-to-end strategic initiatives on the Customer Success Team and cross-functionally• Gainsight Administration• Worked closely with the VP, Operations to create KPIs and then created functional reportsand dashboards within Gainsight to be shared company-wide• Created, analyzed, and distributed quarterly NPS Survey (first survey sent out to over 7,000 customers globally)• Subject Matter Expert for new tools and technologies designed to improve processes for the Customer Success Team -
Customer Success Operations Manager / Project ManagerIndeed.Com Mar 2017 - Mar 2020Austin, Texas, Us**PRODUCT I WAS WORKING ON WAS SUNSETTED.**• Acted as a project manager for the Customer Success Team to gather information, create project plans, delegate duties as needed, and present to teams across the organization• Created large amounts of metric datasets to understand how each individual on the team was performing; gave recommendations on areas for improvement• Acted as a Voice of the Customer by gathering feedback in a structured way to assist and determine Product Roadmaps• Headed up Customer NPS Programs to improve our score quarterlyFor three quarters, I had a blended role of Customer Success Operations Manager, as well as Customer Success Manager to fill a gap on our team. During that time, the following responsibilities were executed on:• Managed a book of up to 150 SMB clients• Handled in-depth on-boarding calls for users• Created customized success analytics and reviewed them with clients• Conversed directly with Indeed's large internal sales organization to ensure our product goals aligned with their metrics• Acted as a Voice of the Customer by gathering feedback in a structured way to assist and determine Product Roadmaps -
Senior Hr Generalist/RecruiterIfly Indoor Skydiving Nov 2015 - Mar 2017Austin, Texas, Us• Acted as the main point-of-contact for all Corporate Staff, Tunnel Managers and Regional Managers to ensure timely response of their questions• Managed the entire recruiting process - from sourcing to on-boarding new employees at the Corporate office and nationwide• Acted as the Subject Matter Expert for all HR systems and databases• Implemented a New Hire Orientation Program for all Corporate and Management Staff• Assisted in the full life-cycle implementation and roll-out of a new HRIS system (UltiPro)• Researched and implemented a new Ethics and Compliance Hotline and Company Perks Program -
Technical RecruiterThe Ht Group/Formerly Ht Staffing Jul 2013 - Nov 2015Austin, Tx, Us• Shortlisted, screened, and presented candidates to clients – consistently meetingdepartment metrics and deadlines• Trained new hires and current staff on database and forecasted updates• Involved in a software implementation from TempWorks to SalesForce• Conducted reference checks, background checks, and drug screens -
Staff AssistantThe Ht Group/Formerly Ht Staffing Dec 2012 - Jul 2013Austin, Tx, Us• Provided top-notch customer service for leading staffing agency in Austin• Supported four recruiters and performed calendar management for their incomingcandidates (scheduled an average of 50+ candidates weekly)• Managed multiple phone lines (average 50+ calls/day)• Sourced resumes, verified social security numbers, initiated background screen process, scheduled drug screens, and managed electronic and paper file systems
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ReceptionistRobert Half International Nov 2009 - Jun 2010Menlo Park, Ca, Us• Worked contract assignments through temporary staffing agency in receptionist roles• Positions included customer service, multi-line phones, greeting incoming clients, processing mail and supporting clerical A/P functions
Katelin Smith Skills
Katelin Smith Education Details
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University Of The PacificPsychology -
San Ramon Valley High School
Frequently Asked Questions about Katelin Smith
What company does Katelin Smith work for?
Katelin Smith works for Freeosk
What is Katelin Smith's role at the current company?
Katelin Smith's current role is Operations Manager at Freeosk.
What is Katelin Smith's email address?
Katelin Smith's email address is ka****@****ero.com
What schools did Katelin Smith attend?
Katelin Smith attended University Of The Pacific, San Ramon Valley High School.
What are some of Katelin Smith's interests?
Katelin Smith has interest in Digital Photography, Meeting New People, Dance, Being Outdoors.
What skills is Katelin Smith known for?
Katelin Smith has skills like Recruiting, Interviews, Temporary Placement, Sales, Microsoft Excel, Customer Service, Social Media, Leadership, Microsoft Office, Microsoft Word, Marketing, Event Planning.
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