Katherine Houseman Email & Phone Number

• Lead teams of Customer Success Managers (CSMs) and product Strategists to ensure excellent customer outcomes and overall satisfaction
• Drive territory planning efforts to maximize team efficiency and align CSMs to accounts based on strategic importance, opportunity, and risk
• Collaborate with cross-functional teams (Sales, Product, and Marketing) to shape and execute customer-centric strategies
• Lead execution of strategic initiatives aimed at improving customer engagement, product adoption, and overall experience
• Monitor and analyze key customer health metrics, using data-driven insights to inform proactive measures
• Ensure the team is aligned with company goals and positioned to meet quarterly and annual performance targets

• Provided strategic direction for product adoption activities
• Developed and implemented strategic and tactical operational capabilities that deliver world-class adoption services
• Built a high-performing team through successful employee onboarding, engagement and retention, continued growth and development, and goal achievement
• Set quality objectives, performance standards, and priorities that are implemented and monitored across the team
• Developed strong and exciting adoption stories, case studies, references, and testimonials
• Designed and delivered a comprehensive adoption journey map for clients, identifying, tracking, and achieving key milestones and metrics

Buffalo, New York, United States

• Directed the delivery of high-quality adoption for a member base of higher education institutions using assessment products within Student and Academic Affairs
• Provided strategic direction for product adoption activities in the business line
• Identified strategies for revenue growth in the assigned business line
• Created organizational and operational processes

• Oversaw a portfolio of 60+ member campuses using a suite of Anthology assessment tools
• Provided best practice expertise in learning outcomes assessment, planning, and survey design
• Managed projects to improve complex on-campus processes
• Delivered virtual and in-person trainings
• Engaged and empathized with clients to build successful relationships
• Contributed thought leadership on the most urgent issues facing higher education assessment today

Buffalo/Niagara, New York Area

• Managed a portfolio of member campuses using a suite of Campus Labs assessment tools
• Provided best practice expertise in learning outcomes assessment, planning, and survey design
• Advised clients on tool adoption based on their unique context needs
• Delivered virtual and in-person trainings

Greater Philadelphia Area

• Taught English as a Second Language courses with a focus on academic English
• Provided technical assistance for special programs
• Designed language-focused curriculum and programming
• Completed survey data collection projects for program evaluation

Greater Philadelphia Area

• Developed courses and planned academic experiences for students in Graduate Preparation, a 10-week intensive program of ESL and graduate skills coursework
• Reviewed applicants in conjunction with the Graduate Admissions office, International Student and Scholars Services, and university departments

Tbilisi, Georgia

• Taught general English and literature to grades 8 through 11
• Provided teacher training and curriculum support to Georgian teachers of English

Chittagong, Bangladesh

• Created AUW’s Teaching and Learning Center, a hub of services supporting faculty and students with academic resources
• Taught classes and developed curricula focusing on language skills and critical thinking
• Designed the writing entrance exam for the university
• Served on university’s admissions committee

Greater Philadelphia Area

• Created content for marketing brochures, email blasts, surveys, and company website
• Devised marketing campaigns
• Planned product launch parties and special events
• Managed recruiting and hiring; conducted all interviews and reference checks
• Supervised and mentored a staff of three part-time workers and interns

Ba, Anthropology

Ma Tesol

Master Of Science (M.S.), Global And International Education