Kathy Thal Email and Phone Number

• Lead a remote global team of fourteen Client Success Managers based in England, Philippines, Germany and the United States with an annual total revenue of $23 million• Merge United States and European teams into one singularly focused team • Develop new customer success model to encompass escalating client needs and to provide prescriptive, comprehensive, strategic and cost effective support strategies for all client levels• Increase client support reach by 40% • Maintain target logo retention rate of 80%• Move team from a service focused model to a strategic, business-impact focus • Create and fill two unique team positions to enable the new support model transition including Pre-Sales Consultant and Client Operations Specialist • Improve communication efficiency for self-enabled clients• Implement proactive, client life cycle focused engagement approach • Hire and on-board European staff to increase team headcount• Establish team-wide use of standard KPIs and client health metrics via Gainsight • Improve collaboration with internal partners including sales, product and engineering

Manage and lead a team of five Client Success Managers, supporting Rosetta Stone's North American Enterprise/Government segment.•Responsible for driving renewal and retention rates throughout NA Enterprise client base •Encourage internal change with a focus on continuous improvement of processes and services•Maintain an active internal professional development program to support the growth and skill development of our Global Customer Success organization.•Collaborate closely with Sales, Marketing, Support, and Product leaders to build company-wide alignment around initiatives, monitor Account Health and coordinate risk mitigation efforts.

• Partnered with strategic Enterprise clients to identify present and future language needs and to define metrics for a successful language learning program• Created, modified, and executed Client Life Cycle plans to maximize client satisfaction and program success• Resolved conflicts and negotiated agreements between parties in order to reach win-win solutions to disagreements and clarify misunderstandings• Developed standard operating procedures and document workflow for current and future process steps• Followed quality standards and procedures to minimize errors and maximize customer satisfaction• Cultivated and nurtured relationships with customers in strategic vertical markets to support ongoing definition of differentiated product value• Developed and executed go-to-market plans and facilitated internal organizational readiness• Maintained regular contact with clients and identified opportunities to deliver added value to client relationships• Conducted field visits and met corporate customers for business development• Supported marketing programs and campaigns with content and messaging to drive demand

Accountable for the ongoing relationships of Food Service and hospitality, Consulting organizations, SaaS/Cloud providers and Learning/Content management.• Product and solution launch.• B2B and B2C market expansion• Assist with client ROI measure• Solution sales• Food Service and Hospitality compliance regulations• Cross functional team support

Accountable for the ongoing relationships and reseller/partner program satisfaction including Food Service and hospitality, Consulting organizations, SaaS/Cloud providers and Learning/Content management.• Product and solution launch.• B2B and B2C market expansion.• Reseller marketing consultation including email, social, web and print.• ROI initiatives.• Solution sales.• Food Service and Hospitality compliance regulations.• Cross functional team support.

Responsible for account management to include consulting and training of one hundred accounts including Fortune 500 clients.• Client realtionship management and satisfaction.• Customized consultation and recommendations for effective management of training programs.• Tailored marketing and communication strategies.• Client specific Learning Management System development.• Onsite and web-based training presentations including trainer focus.

• Responsible for training, development and supervision of all newly hired employees in the Operations Accounting Department • Conduct Human Resource Database system and personal computer training for corporate headquarters employees and national store implementations • Responsible for the continuing development of Human Resource Database system and Accounting training and reference materials • Computer application training manager for Human Resources and Operations Accounting • Project Manager for government mandated procedures documentation • Training Manager and content developer for Human Resource Database system applications • Developed employee personal computer training programs and materials • Training of over 300 employees in personal computer usage • Training of 400 new employees in Payroll, Accounts Payable and Sales Auditing

Developed and taught a new art and music program to 600 students, in seven schools.Responsible for employee hiring, program scheduling and staff management.

County agency providing support to children and adults with developmental disabilities.

Developed and taught creative arts program to 70 severely handicapped students. Responsible for school special events planning and management.