Katy Durkin Email & Phone Number

I build Lattice's omni-channel self-serve customer journey which includes designing and implementing email campaigns, surveys, webinars, and in-app experiences that maximize customer adoption and value to reduce churn.--In-app Experimentation: Launched 18 in-app and email experiments in one quarter to boost account health in the scaled segment. This resulted in a 5% Onboarding Score increase and a 5% increase in manager activation in 3 months.In-App Onboarding: Designed, built, and implemented an evergreen in-app onboarding checklist experience that increased adoption of key onboarding events by 20%Email Journey: Launched 10+ new automated emails for both Scaled and Managed segments to support product activation and adoption that saw a >70% open rate.Surveying / Voice of the Customer: Led the selection and implementation of Qualtrics to revamp the voice of the customer program, enabling us to see key drivers related to NPS and do topic analysis on open text comments to enhance how we prioritize customer feedback.Cross-functional partnerships: Collaborate with Product, Customer Success, Support, Sales, and Professional Services to prioritize and scale successful initiatives.Data-Driven Approach: Utilize data to identify patterns and trends in customer usage to inform improvements to programs

In this role, I acted as a strategic partner to Customer Success Leadership to improve the efficiency and effectiveness of our Customer Success team. I developed, implemented, and refined processes, tools, and metrics to boost customer satisfaction, retention, and growth. I built programs and resources to support the success of the CSMs and our customers.- Built and managed a repository of 40+ playbooks for customer-facing teams to use for proactive adoption plays and risk mitigation. Doubled CSM Playbook usage YoY once I took over the program.- Collaborated cross-functionally to develop and implement the Lattice Value Map, equipping customer-facing teams with the tools and insights needed to engage in value-driven conversations to foster product adoption and mitigate risk

- Led the project to increase onboarding capacity with the development and delivery of new strategy, milestones, tools and templates- Improved onboarding efficiency by leading the migration and adoption of Vitally with new project tracking, workflows, and dashboards- Spearheaded the creation of onboarding team KPIs to track team effectiveness and surfaced to executive leadership through new dashboards- Led the project to automate the instant assignment of onboarding managers to hundreds of new accounts per month based on revenue eliminating 100% of manual assignment work, reducing time to assign by 1 day and time to kickoff by 2 days- Designed and implemented the process to shuffle Customer Success Manager books of business for hundreds of accounts to support the roll out of new customer tiers- Created and delivered the program that resulted in a 110% Increase in company reviews and a boosted rating in just 3 weeks- Led the project to launch the first Onboarding CSAT survey at scale- Created documentation and delivered training for all responsible programs

- Project manager for new account implementations impacting $6M annual revenue- Created the process to transition accounts from Sales to onboarding resulting in increased efficiency and improved customer experiences- Standardized onboarding milestones and activities to improve tracking capabilities and scale the onboarding experience- Developed the system for managing implementation projects which improved cross-functional collaboration and provided executive visibility

- Develop and maintain resources and programs to ensure processes and data are consistent, actionable and scalable- Created a custom in-platform client enablement experience impacting 300+ global clients with tools for onboarding, implementation, and ongoing adoption- Project manager for the successful implementation of Zendesk Support, Guide and Gather to over 300 global clients- Managed the successful implementation of Gainsight to enhance implementation reporting capabilities and team scalability as we moved to a multi-product company- Developed training assets for the enablement of internal teams (~70 users) to adopt Gainsight and multiple other initiatives- Project manager for the migration of internal knowledge to Confluence including developing templates and improving content quality and cross-functional strategies- Facilitated the localization & maintenance of 50+ resources into 3 languages

- Project manager for strategic account implementations impacting $7.4M ACV- Developed the implementation methodology that has been used with 200+ clients resulting in decreased average time to launch from 18 to 12 weeks- Created and maintained decks, resources, templates and project plans to support the application of the implementation methodology and set up clients for success- Created processes, training tools and knowledge base to enable internal teams (~30 users) to efficiently apply the methodology and quickly ramp up new hires

• Create internal communication strategies for key initiatives and events to inform, engage and motivate employees• Manage all internal communications while measuring success and impact of each program• Plan and produce the annual Leadership Conference for all senior and management-level staff• Evaluate and edit material submitted for publication consideration when partnering with other departments to support company goals• Develop project plans for communication and engagement activities within the organization• Implement organizational projects that support company initiatives

• Keep accurate information, databases and calendars to assist Financial Advisors in meeting with members and clients• Support the Marketing department to educate Credit Union staff and members on the services provided by the Flagship Financial Group• Manage the seminar and event program throughout all stages including compliance approvals for presentations, marketing, sponsorship, event operations and attendee surveys• Develop new incentive programs to promote referrals of members to the Financial Advisors

Grapevine, Texas

- Maintained Grapevine's designation as an IFEA World Festival & Event City by innovating and improving on 15+ major events per year including 2 festivals with over 150,000 attendees- Managed the development, planning, preparation, and execution of events- Created new programs to boost attendance and enhance operational efficiency- Oversaw the vendor selection process and process for event day logistics- Developed and maintained relationships with hundreds of volunteers committing thousands of hours per year by creating communications, job instructions, volunteer guides and hosting appreciation events- Interacted with Marketing Team to ensure appropriate information is communicated to meet marketing and public relations branding, messaging and timelines.- Research and implement enhancements to festival aesthetics, activities and programs. - Handle festival related questions from vendors, suppliers, citizens and visitors - Review and develop festival information for the web site.- Develop and maintain positive relationships with key city departments involved in the execution of festivals and events.

Grapevine, Texas

• Manage volunteer database and manage volunteers during events• Maintain a positive relationship with volunteers and volunteer groups• Assist in planning, development, and coordination of festivals and events• Review marketing and website content• Research new items and activities to enhance festivals and events • Handle festival related questions from vendors, suppliers, citizens and visitors

Dallas, Tx

• Take incoming guest calls and sell event space, food, beverages, and power cards and enter all information into the booking system • Book special events for all Dave and Buster's locations in the U.S. • Convey appropriate information to guests and build event contracts specific to guest needs • Consistently meets individual and team sales goals • Collects all deposits and signed contracts for events booked • Accurate distribution of event information to guests and stores

The Colony, Tx

•Assist with Community wide Special Events including Liberty by the Lake, Summer Cinema Clubhouse, and Back 2 School Bash•Learn what it takes to develop and implement small and large events•Monitor activities at Recreation Center, answer phones, checkout equipment, and register patrons for activities•Assist coordinators with other duties as assigned

Carrollton, Tx

•Manage Team Packet Pick Ups•Communicate with individual riders and small teams to inform them of opportunities to enhance their experience at Bike MS•Coordinated and helped to run the Bike MS: Sam’s Club Ride with over 3000 participants