Kim Ramsey Email and Phone Number

Customer Experience and Implementation:• Customer Exp/Success- Developed a streamlined one-touch customer service approach for international teams, reducing staffing costs while improving efficiency.• Digital Implementation - Established a specialized team to address critical digital service challenges, improving both internal and external operations and customer retention.• CRM Automation - Launched projects automating CRM processes, reducing hold and response times, and increasing agent productivity.• In-House Support Model - Designed and led a new in-house service model, contributing to increased revenue.• White Glove Customer Success - Created a premium support model for high-revenue and at-risk customers, driving retention improvements.Customer Satisfaction Improvements:• CSAT Improvement - Enhanced CSAT scores through new innovative QA processes, new evaluation methods, and new coaching protocols.• Product Feedback- Created and led new process in CRM to log and track customer feedback in Salesforce CRM, improving product development and cross-functional communication.Revenue Growth & Retention:• Project & Process Management - Managed multiple CRM projects, aligning Sales and Customer Success teams to improve retention.• Post-Sale Support - Managed all support models to prevent churn, collaborating with Product Engineering on escalated issues.Strategic Leadership:• Revenue Growth Strategy - Served as SME for Senior Leadership on strategies to grow revenue through digital implementation fees and reduce third-party costs.• Evaluation Process - Initiated a recurring retrospective process to reduce customer friction and improve post-peak digital experiences

Partner Success:• Customer Health - Managed dedicated customer success teams to monitor customer health, proactively intervening to enhance retention - Analyzed customer feedback using surveys, exit interviews, and social listening tools to identify reasons for churn.• Churn - Monitored customer behavior to identify early warning signs of churn, such as decreased usage and frequent support tickets; Launched proactive outreach projects including creating custom solutions for enterprise and high-touch clients to prevent churn.• Customer Management - Leveraged data and CRM systems to personalize support interactions tailored to the specific needs of customers, with a focus on high-value clients.Customer Retention & Engagement: • Support - Managed omni-channel support across chatbots, live chat, email, phone, and social media to ensure customers could easily access help through their preferred platforms.• Customer Journey - Defined and communicated success milestones early in the customer journey, offering guidance and resources to help achieve key goals.• Customer Loyalty - Developed and implemented loyalty programs and incentives to reward loyal customers, driving continued use and increasing engagement as well creating white-glove service for high-revenue and at-risk customers.• Customer Value - Tracked Customer Lifetime Value to understand which segments are most valuable and focus retention efforts - used predictive analytics to identify high-risk customers and intervene to prevent churn.Strategic Leadership:• Presentation Skills - Led / Facilitated Company Town Hall meetings to promote unity, collaboration, and customer first initiatives with all departments.• Metrics/ KPIs - Tracked key metrics such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and customer effort scores to uncover trends and patterns contributing to churn

Sales Growth & Account Management:• Recruited to establish new division in new market (Classroom Services) and lead team for product development and launch• Responsible for packaging and sharing user feedback/ enhancement requests to UX and Development teams.• Served as Customer Success SME for the Development Team during Iteration Planning meetings and demos.• Increased pipeline and design partnerships through engagement with superintendents and district leaders.• Developed F-V-O statements to guide the sales team in product rollout strategies.Client Retention & Relationship Building:• Built and launched curriculum and training programs for product knowledge and sales demonstrations.• Developed online training courses and contributed to product development initiatives as a member of the New Product UX Advisory Board.• Collaborated with the Product Management Team to enhance product integration and customer feedback processes.• Developed teacher training resources, including custom solutions and video content.Public Speaking & Leadership Roles• Represented the company at high-level sales meetings, serving as Product Liaison for key revenue-driving customers.• Led hiring and onboarding efforts for Success Manager candidates and developed internal training documentation.Project Management & Leadership:• Led Design Partnerships and Launch Team meetings, guiding product rollout strategy and execution.• Served as HubSpot Admin and established processes and SOPs for customer implementations to improve service growth.• Project Manager for video/vendor projects, balancing multiple responsibilities and deadlines.• Managed post-sale support models to prevent churn, working closely with the Product Engineering team on escalated customer issues.• Managed user feedback and enhancement requests, acting as SME during Iteration Planning and product demos.

Sales Management:• Managed a portfolio of large revenue accounts across southwest, central, and southeast territories -Consistently exceeded growth and retention rate quotas (90% renewal rate); Strategic Leadership:• Selected as only member of Implementation team to serve as Customer Success Liaison for difficult customers to close large customer sales, increase retention, and reduce churn•Selected by Vice President of Sales to present product to top revenue customers as part of Level 1 & 2 sales meetings across all US territories

Revenue Growth & Retention• Sales Leadership - Led local sales team training for customer success and sales strategies, implementing a new CRM program to improve field selling and follow-ups.• Growth - Built a pipeline in new territories and closed complex sales within 120 days and exceeded revenue targets.Strategic Leadership• Sales Strategy -Led sales teams in strategy development, CRM management, and training.• Sales Leadership -Developed and delivered company-wide training programs (e.g., Train the Trainer) for staff and clients.Project & Process Management • Sales Projects - Served as Project Manager for Sales, developing strategic account solutions, and leading onboarding/success plans to maintain account health and reduce churn.

Instructional Leadership and Training:• Assessed district instructional needs and implemented district-wide training programs to support instructional initiatives.• Coordinated site visits with vendors and consultants to facilitate standards-aligned training for administrators and educators.• Developed a continuous review process to evaluate the effectiveness of supplemental curriculum across the district.Financial and Resource Management:• Facilitated the selection of instructional materials-including negotiating prices with vendors to ensure cost-effectiveness.• Analyzed and prioritized district needs for instructional technology, procuring / managing the distribution of $38,000 in equipment.• Directed the evaluation and selection of educational resources and software to support district goals.Professional Development:• Created and managed content for the district's Professional Learning including creating schedules and allocating training credits for all staff.• Served as Subject Matter Expert in existing professional development programs and providing recommendations for improvement.• Facilitated ongoing reviews of campus curricular initiatives to assess their effectiveness in achieving educational goals.School Improvement Initiatives:• Collaborated with the Texas Education Agency (TEA) Professional Services Provider to design and deliver professional development programs aimed at improving accountability ratings for high-need campuses.• Led training sessions for staff to enhance performance and improve campus-wide accountability.Technology Training and Implementation• Created and conducted training programs for district staff on various platforms, including data analysis software, website management systems, Google Apps for Education, and campus operations software.• Reviewed and audited the Technology and Curriculum budgets, implementing expenditure control procedures to ensure compliance with district, state, and federal regulations.

Strategic Account Management:• Managed the largest district accounts in the Texas, overseeing training, product utilization, and yearly reviews.• Collaborated with the Sales Team, applying my instructional technology experience to develop action plans and deliver customized training for high-risk accounts, leading to improved sales and retention.Leadership & Public Speaking:• Served as a Subject Matter Expert, advising team members on best practices for product training and presentation.• Presented at national, state, and local conferences, sharing expertise in training methodologies and product application.• Conducted weekly webinars and contributed monthly articles to the company-wide customer newsletter, offering insights on product integration.• Single-handedly developed the "Train the Trainer" Professional Development sessions, content, and documentation to enhance end-user application and training success.Customized Training & Program Development:• Conducted onsite training for assigned accounts across the southwestern U.S., collaborating with the Sales Team to develop targeted training modules for at-risk customers.• Created individualized training plans based on customer goals and feedback, managing program metrics and reporting on training effectiveness.• Developed professional development content, guides, and curriculum-integrated lesson plans to enhance account retention and product utilization.Content Creation & Knowledge Sharing:• Authored company-wide newsletter articles, webinar scripts, and content for social media, sharing best practices and product integration strategies.• Created a company-wide curriculum repository and led weekly company webinars to support continuous learning.• Managed end-of-year documentation projects, ensuring training content reflected the most relevant practices.