Kristen Diegert Email & Phone Number

Philadelphia, PA, US

• Leveraged strong attention to detail, organizational skills, and innovative ability to ensure consistency and drive business value for over 300 clients globally. Focused on customer satisfaction and overall account.
• Built and led a team of three client success managers, scaling client management strategy through detailed documentation and tracking of metrics and KPIs. Further developed the client success role to manage both.
• Worked with engineering team to develop and launch client-facing portal, giving customers access to real-time user feedback, key metrics, and analytics/insights.

• Increased existing client revenue by 65% over two years, mapping clients’ business processes to solutions to drive business value.
• Developed a documented client management process to support existing clients, as the first client success professional hired on to the organization.

Greater Philadelphia Area

• Trained clients on SaaS solutions and best practices to ensure technology was best implemented to reach visual commerce goals and other business objectives.
• Developed and nurtured client relationships at the mid-management/executive level, working to retain and grow 60+ accounts. Individual client retention rate of 97%, which contributed to overall company client retention.
• Worked on account team to close largest renewal/upsell deal in company history (2-year contract, $1M).

Greater Philadelphia Area

• Partnered with clients to design and implement social business programs, pairing one-on-one training with SaaS platform to educate professionals on how to use social channels to reach business objectives.
• Led in-person and web-based program kickoff meetings with client software users, as well as planning and review meetings with client contacts managing program internally.

Greater Philadelphia Area

• Conducted one-on-one training with financial, legal and sales professionals on SaaS platform and best practices to help them reach their individual social business goals.

Greater Philadelphia Area

• Collaborated on strategy to increase traffic to website and blog, as well as managed social media accounts to advance reach of content and grow following.
• Ensured consistency across internal and external collateral, including case studies, newsletters, blog posts, one-pagers, emails, and social media posts.

Philadelphia, PA

Columbus, OH; Washington, DC

• I participated in several internship programs during my college career, spanning industries and functions of all varieties. Positions I've held include:
• Engauge, Account Management Intern (September 2010 - December 2010)
• National Public Radio (NPR), Marketing/Consumer Prod. Intern (June 2010 - August 2010)
• The Lantern, Reporter (March 2010 - June 2010)
• The Publishing Group, Writing/Editing Intern (January 2010 - March 2010)
• UWeekly, Reporter (September 2009 - January 2010)

Bachelor Of Arts (B.A.), Journalism

Activities and Societies: Public Relations Student Society of America (PRSSA), Society of Professional Journalists (SPJ), OSU Social Media.

Education record