Kelly Mcdowell Email & Phone Number

Westminster, Co, Us

- Awarded CS Leader of the Year for FY24 and earned trip for top 10%- Historically oversaw 5 CSMs, 2 Sr. CSMs covering a book of business of over $53M; 6 of 7 CSMs promoted to the Strategic Team on Sept 2023- Coaching and developing a new team of 7 individual contributors to include: Associate CSMs, Customer Success Specialists, CSMs, and Sr. CSMs with a book of business exceeding $47M to include reactive & proactive CS playbooks in the Enterprise space- My Team sourced $2.5M of pipeline in FY24, the highest sourced leads across all teams with bookings at nearly $1M and another $900K being actively worked- Key member of Center Of Excellence team building out materials for all phases of our customers' journey across the Revenue Lifecycle- Leading "Red Care" meetings on behalf of the CS Enterprise organization to help bring awareness to leadership around at-risk accounts, help develop mitigation plans, and reduce risk. Over 99% of accounts coming into "Red Care" never go on to escalation- Team increased our Retention rates from 98.6% to 101.6% for 2021 to 2022- Team maintained 100% retention in 2022 - 2023 - Team led Enterprise expansion number in 2022 and booked more than $700K over previous year- Consistently one of the highest ranked eNPS scores across North America- Lead QBRs showcasing our risk, opportunity and plans for the following quarter

* 2020 CSM of the Year award* 2020 Q1 Culture award winner for "Adapt to Win": Faced with inevitable change, we succeed by humbly challenging the status quo; nomination by my peers.* 2019 Enterprise (Division 4) North American CSM of the year award* 2019 Conga Quote Club (for overachieving on my retention goals)I work with our Strategic and Enterprise-level accounts to help drive adoption and retention by building deep, trusting relationships with key stakeholders inside organizations. I work closely with senior level leaders to understand their business goals, challenges, pain points and help them align those goals to the multitude of ways our software can empower them to run their organizations more efficiently and effectively. I provide them with data and trends I am seeing in their adoption rates and use-cases to help them understand how much value they are actually getting from the software, where they are often focused at a more strategic level. I am highly-relationship oriented and have become a trusted advisor and advocate for my customers. CSM's are the heart and soul of the company, ensuring that we drive ROI for the products and services they entrust us with to run their businesses. I handle escalations, negotiations around renewals, build mutual success plans and drive alignment and accountability internally and externally, help drive adoption through sharing of best practices, helping to identify new use-cases for software they have already purchased, provide education tools and resources, and partner with others across the in the organization to ensure my customers have all of the resources, support, visibility and tools they need to be successful.

Broomfield, Co, Us

Drove strategic direction of customer success initiatives, leading teams, promoting product, developing business opportunities, and managing more than $20m in customer accounts.Key Accomplishments:• Improved customer satisfaction by driving updating of roadmap, realigning resources, and completing backlog of customer requests, capturing additional $218k of yearly recurring revenue from existing customers.• Streamlined software implementation process, allowing capture of revenue three months earlier than usual process by slashing “go-live” times from 28 weeks to eight weeks.• Led business process improvements, splitting implementation team into two groups to match new and seasoned customer needs.• Partnered with sales team to review and provide feedback on RFPs regarding product features and capabilities, implementation timelines, and training methodologies, driving timely closure of potential deals.

Broomfield, Co, Us

- Developed and implemented a process for creating the software build and configuration for client implementations that has allowed our implementation team to successfully build, validate, test and troubleshoot customer’s unique software needs. - Developed health care workflow tools used for collecting data from customers to allow for more successful software implementations and integrations of customers Lab, HR, Radiology and legacy injury, illness and vaccination data into the EHR.- Implemented Axion’s Ready Set EHR product in over 50 employee health clinics for customers ranging in size from 2000 to over 40,000 employees, including developing customized user guides to assist them in running their employee health programs and gain insight into their hospital compliance to allow them to proactively identify at risk workers and take the appropriate action to ensure they are protected. Ultimately, our goal was to help them standardize policies and processes to ensure they were meeting regulations set by agencies such as Joint Commission, OSHA, NIOSH and CDC.- After three months at Axion, volunteered and successfully provided onsite technical training for one of Axion’s largest health care customers when Axion’s technical trainer had to take a medical leave of absence.

- Partnered with vendor and Business Owner to define requirements for an enterprise CRM application for CHI Foundation, the fundraising arm of Catholic Health Initiatives. The goal will be to move 43 Foundations to a single, enterprise level CRM which will result in over $1M of savings by eliminating the need for additional servers, maintenance, training, licensing and additional FTEs. Responsibility for managing vendor, business and technical resources on the project.- Partnered with Business Owner and constituents to clarify and document business requirements for social media project. Aligned resources for completion of the implementation of polls, ratings, and the ability to create and moderate blogs and comment on the blogs for all intranet sites. This was an “unfunded” and highly political project that was meant to build the relationship between Communications and IT.- Worked with senior level VPs in planning for fiscal year prioritization of projects CHI-wide. Assisted in developing recommendations that included consolidating our funding process into a single work stream, adding more regular governance meetings to allow flexibility to approve/reject projects quickly, making detailed business cases mandatory, adding a BA function that would partner with business case owners in developing requirements prior to project manager assignment, and assigning a team to monitor the portfolio of projects that are aligned to all strategic initiatives. - Partnered with other EPMO PM’s to lead projects related to Web applications. Projects included intranet consolidation, enterprise content management, and social media. Led the development of project charter, schedules, management of financials, risks, issues and escalation reporting, communication planning, and overall status reporting.

Provided project and staff support for the Business Applications group in the Enterprise Project Management Office. - Prioritized project planning activities with Directors, Program Managers and Project Managers (PM’s) to ensure the alignment with upcoming deadlines set by Executive Staff.- Provided ongoing Program Management Information System (PMIS) training to new PM’s and ITS leads as new PMIS features are released, thereby improving reporting metrics.- Helped define the processes and provided the on-board training for new hires within the EPMO. This involved working with Client Computing to ensure all tools and equipment are set up properly allowing the PM’s to start contributing on day one.- Identified gaps and opportunities to improve tracking of Proposals, Projects and PM assignments that allow the EPMO to plan, track and measure against their SLA, also allowing to better plan for recruiting.- Managed the change control process by collecting all change requests and preparing materials based on thresholds, facilitating the presentation of information to the Change Control Board members for approval, tracking and communicating outcomes to management and PM teams.

Palo Alto, Ca, Us

- Working with Marketing to manage their requirements and ensure they are embedded in our software requirements in order to meet the specific needs of the unique needs of the customers we serve.- Working with L10n manager to ensure internalization and to develop and embed their requirements to ensure compliance to local software translation needs.- Working with training manager to ensure training tasks fully identified and developed according to needs of different audiences/users- Management of full life cycle of complex software development projects, including managing embedded open source code and in-house developed code and ensuring components are fully vetted, dependencies identified, and that the software is developed, tested and integrated per the project schedule. This includes working directly with software developers/engineers, testers, and the open source community.- Risk & Issue management- Schedule development and management- Capital and operating acquisition and management- Change Control- Phase gates reviews- Bug reviews, tracking, and resolutions for keeping project on track

Palo Alto, Ca, Us

- Developed project schedules in excess of 50 pages and successfully identified, tracked and reported on projects to ensure they met their delivery dates. This included a very complex schedule involving three different engineering groups developing a custom software package

Palo Alto, Ca, Us

Provided executive administrative support as well general project management oversight for human resource planning, budgetary oversight for tracking and reporting, and general administrative tasks for expense planning and schedule commitments.

Provided executive administrative support to the sales organization as well as performed general Sales Operations functions to include business development, field marketing, and training coordination.

Palo Alto, Ca, Us

Supported organization to ensure alignment and consistent messaging across products and programs for multiple systems solutions.

Processed change orders, build requests, transitioned knowledge to different gaming departments within Sigma to build games per spec.

Mba, General Business Mangement/Administration

B.S., It, Information Technology/Web Management