Kathleen Day Hilbert, Mlis Email & Phone Number

United States

- Ensures growth of accounts through close knowledge of the needs of customers- Builds and sustains relationships at higher ed institutions from bookstore managers through provosts- $7+ million dollars in annual revenue-Works cross-functionally with internal and external teams to facilitate enhancements and provide actionable feedback regarding communications, tools, capabilities, processes, and product lines-Works in close partnership with the Regional Sales Manager to ensure smooth workflow handoffs and align client expectations with RedShelf resources to set the campus up for success-Works in partnership with Customer Success Specialist to ensure deadlines are met with high-quality deliverables.-Keeps clients informed of new RedShelf products and feature launches, and supports stakeholders in using new products-Closely collaborates with RedShelf colleagues - particularly Regional Sales Managers and Customer Success Specialist - in a relentless pursuit to serve our institutional customers and student end-users-Identifies opportunities to grow existing customers and expand their use of RedShelf-Responsible for the efficient and successful maintenance of post-sale campus relationships and workflows to ensure a frictionless experience for RedShelf’s end users-Implements and manages technical integrations with multiple campus partners-Trains and supports relevant stakeholders in using new and existing products, tools, and resources

Remote

- Facilitated the timing and content of touchpoints to drive optimal adoption and net promoter score- Detected early signals of at-risk renewals and identified top candidates for upselling- Coordinated cross-functional processes that helped meet renewal and upsell targets and deliver oncustomers’ needs- Provided materials and data that helped the Success teamwork more effectively- Formed and lead the Customer Contact Task Force to help other departments andSuccess better collaborate with each other on customer contact and, ultimately oncustomer growth- Built and managed Customer Success dashboards and reports within Salesforce- Participated in and formed task forces with Customer Success and other departments- Wrote and updated internal articles- Acted as liaison between Ops, my individual team, the success team as a whole, andother departments, forming close, collaborative relationships- Processed my own renewals with most as upsells of 30%- Assisted CSMs in contacting customers during the busiest time of renewalseason- Initiated, built, and maintained flow of usage data from warehouse to Salesforce using Census. - Worked on issues and projects with Salesforce admins- Managed projects through Asana- Collaborated on customer journey mapping- Worked closely with the rest of RevOps to implement new and better processes- Took on large-scale projects like - Initiating the process of choosing a new CS platform - Spearheading documentation for new product release- Collaborated with Onboarding Specialists on workflows, ideas, and reports- Worked closely with Sales' data analyst- Helped to keep usage data current and relevant to Success Managers by workingclosely with Salesforce and Census- Chargebee and Salesforce questions and to-dos - Acted as the voice of Success Ops within other departments- Took information from Product, Engineering, Sales back to Success- Managed my own book of 50+ customers. - Laid off due to restructuring.

-Delivered engaging small and large group presentations centered on district/school teaching and learning recommendations while modeling instructional best practices.-Coached teachers and instructional personnel on: how to integrate digital solutions into their curriculum, instruction and assessment practices, developing and modifying student individualized learning paths, designing classroom assessments, and running assessment reports.-Presentation preparations which included account set-up verification and creation and confirmation of session learning outcomes and expectations for teachers and administrators in the personalization of delivery of materials. -Provided follow-up and instructional recommendations for school personnel. -Managed multiple districts and additional projects simultaneously while focusing on the forecasted delivery of services reflecting seasonal deviations of activity.-Responded to internal and external customer communication as part of a matrixed service team. -Submited training requests and updates and maintained customer records with session summaries and recommendations for next steps.-Documented student usage and improvement data, interpret this information, deliver data presentations to districts, providing constructive program input, guidance on best practices and suggestions to drive student improvement.-Obtained full-time job with Screencastify.

Remote

I worked with Tyler's innovative software solutions that help local government and school districts centralize data and connect their organizations. By working to develop and support Tyler's financial management solutions, I helped integrate solutions with human resources, revenue management, tax billing, and asset management.• Worked with colleagues and managers to implement and proactively manage a superior technology solution for our clients.• Understood clients' business processes and configure applications based on business needs and accepted best practices.• Provided implementation support to new clients by leading customers through the implementation process, communicating with those involved to ensure that implementation was completed and any issues were resolved so client could be successfully utilizing the product. Trained users in system set up, administration and maintenance• Assured client satisfaction and successful implementation.• Identified and reported software gaps (work closely with our development team and impact future features and functionality of our products)• Proofed and analyzed data conversions• Continuously evaluate implementation and training procedures and make improvements to facilitate the best possible customer experience. After implementation was complete, provided future training to clients on an as needed basis via telephone and GoToMeeting.• Created user documentation when required• Conducted 12-15 days of billable training per month and maintain an organized training schedule.• Completed training summaries specific to the client following the training to assist other Tyler staff in providing quality customer care.• Left to get back into ed tech.

Remote From Salem, Or

-Developed personal and collaborative relationships with students by maintaining regular contact with the use of multiple communication platforms to provide coaching around academic programs, time management, study skills, and academic technologies, and to keep students connected to online resources.-Collaborated with students to identify barriers, explore solutions, and leverage resources by encouraging students to take an active role in their learning.-Encouraged students to achieve self-awareness in order for them to gain a greater understanding of their personal strengths, values, and interests.-Leveraged data analytics to proactively support students who may be displaying at risk factors.Tracked conversations and interventions with students; respond to requests for information and/or analysis.-Participated in new student orientation sessions.-Compiled data from a wide variety of sources for the purpose of analyzing issues, ensuring compliance with organization policies and procedures, and/or monitoring program components.-Collaborated with internal and external personnel for implementing and maintaining assigned services and programs.-Ensured efficient and effective functioning of the student engagement and school teams.-Laid off due to an ordered school closing.

Remote From Salem, Oregon With Travel Around Oregon And Idaho.

As a Client Services Manager I was able to engage with multiple departments at all levels in the Sales process, both pre-sale and post-sale. It was my main responsibility to act as the client liaison and provide daily support. As the primary point of contact for the client, I was able to provide product training, resolve customer service issues, streamline business operations and provide technical support. A great deal of time was spent building and maintaining relationships with FuelEd/K12 clients. I ensured that client needs are met in a way that improved customer satisfaction and increased profitability by means of a wide range of product offerings. Our clients received maximum benefit from all products and were continually introduced to new products. o Ensured health of the account with regular check-inso 20+ customer book of businesso $2 million+ BoBo Managed relationship to guarantee growth of accountso Served as an information resource and provided problem-solving and ongoing supporto Training & Supporto Salesforce.como Main point of contact for customers o Helped process enrollments and local support teamo Managed student information database and changeso Consulted on school policies related to enrollment and operationso Reporting o Operations process developmento Laid off due to restructuring.

Remote From Salem, Oregon

Handle phone, chat, and ticket requests for tutoring, quiz resets, exemption requests, course and teacher issues, minor technicalissues, and course navigation and set upProvide support and answer training follow-up questions for mentors, administrators, and district instructorsBrainstorm, troubleshoot, and problem solve all while helping clients and colleagues in a fast-paced environment

Remote From Salem, Oregon

Utilized data-driven decision making in order to engage students and to facility student, staff, and district buy-in.•Ensured student success through classroom engagement and progress communications with students, parents, and mentors. •Taught HS and MS social studies on two different platforms, keeping up-to-date on system features and training.•Helped students, parents, and mentors navigate the platform, offering technical assistance as necessary and referring customers to additional assistance when appropriate. •Provided additional resources to students to help ensure student success while also prioritizing students’ needs.•Communicated with mentors, parents, students, and colleagues in order to help students achieve greater success.•Served as the state lead for other social studies teachers in Oregon.

Salem, Oregon

Served as head of Technical Services division Coordinated fiscal year rollover process for library and assist other libraries in consortium with processes as neededMaintained library's website and staff IntranetImplemented and evaluated new technology to provide greater support to patron needs Oversaw the documentation of procedures in the Audio-Visual Center and Technical ServicesServed as a resource for library staff members for questions and concerns regarding cataloging, acquisitions, and other Technical Service issues Oversaw maintenance of authority databaseServed as a member of library’s Management TeamServed as liaison to several product vendors Conducted in-person and online training seminars Created technology plan for library system

Suffolk, Va

• Served as de facto Technology Manager for library system.• Served as system administrator for Integrated Library System.• Created SQL queries and Access reports to support best practices for staff.• Trained staff and public on various library and ILS topics. Created all training and material.• Administered Local Area Network (LAN).• Created and implemented ticketing system for staff and patron technology issues. Ensured staff and patron needs were met through further interviewing.• Created original and complex copy cataloging records according to national standards.• Created and maintained department procedures and local cataloging practices.• Evaluated hardware and software needs for staff and public, then liaised with vendors to deliver that technology to stakeholders. • Worked through government channels to obtain, install, and maintain hardware and software.• Maintained library’s website and staff Intranet.

Suffolk, Va

Created original and complex copy cataloging records for a variety of formats Followed national cataloging standards (AACR2R, LCRI, LCSH, US MARC) and local practices Helped to maintain the library database by correcting and reporting errors Maintained Suffolk Public Library System websiteOrganized and provide access to library collections Provided in person, online, and telephone reference support Worked closely with the Technical Services Manager and other catalog librarian to develop and implement department procedures and goals

Chesapeake, Virginia

Edited bibliographic records, deleted obsolete records, and imported new records using OCLC Connexion Participated in activities of the college by attending professional development activities Performed any additional processing of library materials such as book covering and repair, repackaging of videocassettes and videodiscs, inserting security strips, stamping materials with identification Performed any other assigned activities Presented informational session at professional development day Processed media including viewing new material for title proper, statements of responsibility, length, publisher, date, etc. Provided quality control over library catalog using Aleph system Utilized OCLC’s WorldCat database to locate items and their OCLC numbers

Chesapeake, Virginia

Created lesson plans and assessments, completed timely grading and progress reportingSupported students with regular communication and alternate enrichment activities tailored to student’s needsWorked closely with families and advisory staff to work toward student success Participated extensively in school activities, field trips, and community activitiesDeveloped and deployed educational learning aids for computer lab and Blackboard useClasses taught: World Studies I, World Studies II, Honors World Studies II, Geography, United States and Virginia History, Psychology Sponsorships: Class of 2006 (Freshman Class, Sophomore Class), Guitar Club Programs: AVID (Advancement Via Individual Determination), SOL Academy for Geography and World History II (Remediation) Committees: School Improvement Committee

Bachelor Of Arts (B.A.), History, Art History, Education

Master Of Library And Information Science, Mlis

Master'S Degree, Library And Information Science