Katie Evans Email & Phone Number

Atlanta, Ga, Us

Nashville, Tn, Us

• Own the LASSO onboarding process, including training customers on how bestutilize the LASSO platform for their organization.• Acts as the main point of contact between LASSO and the customer to ensure aseamless implementation process from start to finish.• Expressed strategic, smart, quantitative thoughts in writing, on the phone,and in person.• Expert on the LASSO platform and establishes and maintains comprehensive implementation plans customized for each of LASSO’s customerrequirements.• Provides the product and technology teams with key product feedback that helps better serve customers.• A master problem solver–not only that, but also diagnoses the root of a problem and not just treat the symptoms.•Ensures established project timelines are met or exceeded for both LASSO and the customer.• Provides regular updates to the client on implementation timelines and ensure anyadjustments or changes are communicated and acknowledged.• Creates and leads the implementation processes and help to accelerate the speed and consistency of implementations to improve time to value\revenue, customer satisfaction and overall success of the project.

Atlanta, Georgia, Us

- Responsible for understanding the timeline and objectives to implement at Popmenu. Contextualize the needs of how the client entered the onboarding process with Popmenu and how this influences the client’s needs and journey. Takes a holistic perspective of a client's business to determine the best path forward and confidently solves problems in situations with limited information. - Works with clients to assess and create a plan to address challenges. takes ownership to rally internal teams from Sales to Success to address client challenges.- Takes full ownership of a proper handoff to Client Success with decision-making driven by client success beyond the completion of the OB process including goal achievement, documentation and communication.- Develop relationships with internal partners to communicate onboarding needs that are unique to channel partnerships. This includes identifying new onboarding materials to develop, and additional product needs to ensure efficiency and communication with various departments.

- Build and nurture a delightful customer experience in the onboarding phase. - Manage and monitor customer journey from Service Agreement Signature to initial engagement/first transaction. - Identify, escalate and resolve customer engagement or adoption issues proactively.- Mitigate customer engagement roadblocks promptly.- Elicit customer’s goals and advise them on the best way to achieve those goals.- Build runbooks and assets for customers (and internal use) to enable smooth OB experience. - Partner with ProServ team on API support, ERP integration assistance, and other tailored solutions, as necessary for initial OB.- Partner with Product organization to represent the Voice of Customer and influence product roadmap to align with customer needs.- Partner with Marketing to share and celebrate customer success stories.- Work closely with other groups to build cross-functional partnerships and synergies.- Be a change-agent internally as a member of the Customer Success organization.

Atlanta, Ga, Us

Based in Atlanta, MemberClicks is the leading provider of membership management software for small-staff associations. From event registrations and dues renewals to financials and reporting, MemberClicks' software provides associations with an integrated system to manage their organization's membership.• Reviews on-boarding process/timeline with clients and ensures that implementation is completed on time and exceeds client expectations• Act as the first point of contact for customer training, data conversion, setup/configuration, and problem-solving during on-boarding• Proactively provides recommendations to improve existing processes and develop new ones that will increase work efficiencies and overall customer satisfaction.• Conducts online and in-person training sessions to new clients and led onboarding process to ensure success rate• Demonstrate an understanding of the client environment and overall project• Ensure positive customer experience by proactively managing and growing client relationships• Working cross-functionally internal MemberClicks teams to help address open client requests• G-Suite, Zendesk, Smartsheets, Slack, Microsoft Office

Jacksonville, Florida, Us

• Conducts online and in-person training sessions to new clients and led onboarding process to ensure success rate• Helps drive adoption and maintain top accounts with key stakeholders• Strategizes on new business and expanded footprint into existing accounts• Creating and reviewing customer-facing project management documents• Conducts continuous best practice webinar sessions to the install base• Escalating support tickets and monitoring their resolution• Working with sales team to review account health• Identifying and managing account risk• Report and present customer status to senior management• Working cross-functionally internal Top of Mind Networks teams to help address open customer requests• Zendesk, Client Success, Trello• Ensured positive customer experience by proactively managing and growing customer relationships• Act as the first point of contact for customer training, data conversion, setup/configuration, and problem-solving

Atlanta, Georgia, Us

•Effectively manage incoming calls and tickets within Rev.io SLA and customer update guidelines -solving T1 requests.• Act as primary contact for client to resolve product or service requests by clarifying and determining theroot cause; selecting and explaining the best solution for resolution; expediting correction or adjustment;following up to ensure client satisfaction.• Follow Rev.io processes to update ticket classification and client support history in account• Coordinate escalation to Development Teams (T2, T3), when appropriate• Conduct onboarding processes for clients during first 90 days• Project manage professional services agreements, including: statement of work creation; requirementsgathering, test case development; coordinating SLA with Development Teams and User AcceptanceTesting.• Develop a strategic partnership between assigned clients and Rev.io, conducting quarterly account reviewsand being a funnel for questions, ideas, and hurdles for the client• Maintain a positive, professional relationship with all client contacts.• Assist other Account Managers as needed to ensure timely responses to clients as needed to hit teamgoals.

Atlanta, Georgia, Us

• Proactively manage the delivery of service to customers by monitoring order progress, meeting critical dates, escalating and resolving jeopardy orders.• Manage the day to day order process to ensure completion within established intervals.• Validate LSRs for accuracy to determine if port requests will be honored, clarified or rejected based on company business rules and regulatory requirements.• Perform order entry validation, analysis and quality audits to ensure data integrity.• Communicate status of port requests to internal and external departments on a routine basis.• Escalate past due FOC dates.• Respond to escalations within regulatory guidelines and company business rules.• Provision LNP port requests (LSRs) from carriers.• Process Directory Listing/ CNAM and E911 requests to ensure accuracy of business listings, phone numbers and addresses.• Review, validate, create and submit toll free requests from PLR customers• Activate TN’s on customers requested FOC date.• Participate in defining business processes and requirements for current and future requirements within the group.• Develop relationships with LECs and other provider personnel to streamline order processing.• Participate in special projects as required to meet business objectives.• Work with IT, Product, Marketing and Regulatory to implement OSS improvements, drive business industry updates and ensure the department is operating within regulatory guidelines.

Atlanta, Ga, Us

• Creates and executes project work plans and revises as appropriate to meet changing needs and requirements.• Identifies resources needed and assigns individual responsibilities.• Coordinates day-to-day operational aspects of a project and scope.• Reviews deliverables prepared by team and articulates status to leadership and customers.• Ensures project documents are complete, current, and stored appropriately.• Creates and maintains all technical documentation in appropriate systems.• Communicates and applies project standards, assisting in enforcement of project deadlines and schedules.• Understands how to communicate difficult/sensitive information tactfully.• Possesses ability to quickly learn systems , processes and policies pertinent to project – special focus on network systems, their design, interfaces with other systems and integration points

Atlanta, Ga, Us

- Setup and Migrate customer data to and from Cbeyond’s hosted cloud environments, including but not limited to: Email, Websites, DNS, Secure Backup, Secure Desktop, Voicemail, and Virtual Receptionist- Configuration of email clients to support Cbeyond’s Microsoft Exchange products- Provide quotes to customers for professional services- Receive complex support requests from field agents and provide real time assistance- Receive live call transfers from Market Operations and Support staff- Provide remote assistance for application installation and setup- Interface with 3rd party vendors to assist in completing tasks- Work closely with necessary departments to ensure a seamless transfer of service to Cbeyond - Confirm customer expectations are set accordingly throughout the order lifecycle- Coordinate applications set up with customers, vendor and internal departments as needed- Inform Management of any unresolved issues impacting the customer’s service and work to resolve issues with minimal customer impact- Track all customer touch points in appropriate systems- Responsible for project management of activity completion- Handle and resolve escalations from internal and external departments- Setup and facilitate dispatches to customer location

- Conducted customers in one-on-one trainings or group workshops on how to use their Apple products.- Set up customers computers & email.- Paired customers with proper Apple computer solutions by building rapport in a no pressure sales environment.- Operated an extensive proprietary point of sale and inventory system and trained new employees to properly do the same.- Obtained Apple Sales Professional certification within the first 14 days of employment.

Education record

Education record