Kelly Bockrath Email & Phone Number

Glendale, Ca, Us

San Francisco, California, Us

Responsible for a small book of Enterprise strategic accounts representing $10MM ARRDeveloped and implemented customer success plans, training and enablement, identifying growth opportunities, and delivering custom solutions to drive value. Focus on client satisfaction, retentionand expansion.Cultivated relationships across all stakeholder levels, including C-suite executives. Fosteralignment on strategic objectives and consensus for successful outcomes.Utilized data-driven analytics (Gainsight, SalesForce, CRM) and analytics to influence clientdecision-making, streamline processes, and raise customer satisfaction. Measurable operationalefficiency and scalability.Translate technical requirements into actionable plans, collaborate cross-functionally to delivercustomized solutions in alignment with client objectives and goals.Conducted Executive Business Reviews (EBR and QBR) with C suite level executives. Led productdemonstrations, training sessions, and workshops to empower clients in maximizing product value through comprehensive understanding and adept utilization of features and best practices.

San Luis Obispo, California, Us

- Primary point of contact, entrusted with the largest and most strategic enterprise clients, owning the relationship and building trust through honest and direct discussions. Responsible for balancing needs of the client and limitations of the software. - Create long term, custom facing documentation for employee training guides which take into account branding, 3rd party software, and the organizations SOP. - Project manager for standard off the shelf as well as custom SOW including custom development work. - Experienced in conducting product demonstrations, training sessions, and workshops to educate clients on product features, best practices, and troubleshooting techniques, empowering them to maximize the value of their investment.

San Luis Obispo, California, Us

• On-board hardware (walking clients through installation) and software across multiple points of contacts and multiple locations. Startup savvy - identifying and surfacing process improvement recommendations. • First level of support - troubleshooting bugs across multiple in house and 3rd party software - defining and refining bug definitions and steps to recreate for development. • Collaborate with the client to orchestrate multiple software systems, layering on hardware and software to existing people and processes to provide a seamless solution to end consumers. • Bridge between clients and development teams - effectively communicating and prioritizing bugs and feature requests. Able to tease out priorities from clients while communicating complex concepts effectively to all levels.

Chicago, Illinois, Us

• Daily management and growth of remote team (15 agents) improving fulfillment process responsible for 75+% of job data including 10K individual customized requests• Collaborated and negotiated with multiple teams (support, developers, leadership) creating new SalesForce CRM support backbone – ticketing , client documentation, reporting• Created process responsible for process change resulting in $7MM additional revenue over one year• Outsourced previously US based tasks (India, Nicaragua), reducing SLA by 70% and a cost savings of 50%• Reviewed and secured new remote outsourcing vendor. Oversaw and approved training, documentation, process charts and measured success metrics• Redesigned fulfillment submission resulting in 25% increase rate in submission within 30 days and 10% increase in new internal customers• Collaborated and negotiated with multiple teams (support, developers, leadership) to create new integration SalesForce process - impacting sales, Integration teams, product owners, fulfillment and customers• Transparency where there was a black box – documented client specific info – mitigating escalations and reducing tickets (35% reduction) • Created KPI & projected future ticket volume. Reporting visibility to track task breakdown, case lifecycle and identify bottlenecks (99% SLA, 92% satisfaction)• Identified new external vendor for long term outsourcing contract, leading transition from India to Nicaragua. Documenting tasks, outlining skillset, QA and on-boarding of initial agents. • Primary point of contact for urgent escalations – communicating internal technical breaks to non-technical clients and C-Level executives• Served as product owner – overseeing development of new data migration tool for candidate resume files – using both French and US developers

Chicago, Illinois, Us

• Sourced and led request for proposal, resulting in selection of a $500K annual spend vendor• Recreated multiple levels of training for fulfillment and submitters for multiple fulfillment programs• Optimized training program leading to 30% month over month reduction in requests

Chicago, Illinois, Us

• Partnered to combine two separate internal teams under a single umbrella and vision. • Roadmapped future vision for team including combining separate workloads, sharing responsibilities, cross training and scalability, resulting in reduced handle time and opened up senior members to work on proactive long term optimization projects

Chicago, Illinois, Us

• Awarded full Employer MBA scholarship by CareerBuilder • Multiple Quarterly Award winner• Redesigned support structure and deliverables to provide the highest time investment and value to our highest spending accounts

Chicago, Illinois, Us

• Hit the floor sprinting - highest productivity during first month on the floor, sustained for multiple months. • Coached and trained new hires, served as mentor• Administrator of ticketing system responsible for 5000 emails monthly. Created multiple canned answers, client facing documentation

Master Of Business Administration - Mba

Bachelor Arts And Sciences, Major: Anthropology, Minor Sociology