Scott Kemme Email & Phone Number

Kansas City, Missouri Area

- Co-lead a team of Success Managers responsible for a $50M+ book of business.- Conduct recruiting activities including resume review, phone interviews, and making the final hiring decision. Post-hire activities include onboarding and ongoing coaching/performance management.- Customer Success Program and Standard Operating Practices.- Increase adoption and utilization of the existing user base while expanding into new groups- Consulting partner ensuring relationship management and value proposition communication to Enterprise client executive and stakeholder teams.- Capture and translate client business and functional requirements into product enhancement stories in partnership with the Product Management team.- Participate in Pre-Sales activities introducing Success Management.Successes- Promoted to Team Lead and then Manager of the Customer Success Team.- Introduced portfolio reviews of accounts to better align Success Management activities with goals. 10%+ performance improvement seen since initial deployment.- Drove agreement on ROI for at-risk Enterprise accounts resulting in ~$11M in ACV renewal. Awarded Top Performer for client Net Retention in 2023.- Revamp Success and Adoption Planning with a focus on client ownership and engagement helping support a 95%+ retention rate. Awarded “Chairman’s Circle” for 2018 and 2019 for revenue expansion on assigned accounts.- Increased adoption by 300+% and raised ROI to approximately three times investment at impacted clients. Awarded quarterly “Chairman’s Circle” for Customer Success.- Led Customer Success effort to expand to Retail, the first workforce outside the contact center in company history, doubling licenses purchased at target client. Awarded “Win the Quarter” company award for the Mobile/Retail Project.- Developed “Value Share” concept to help heavily vended clients pass through the value of Intradiem to their Vended Partners, helping client ROI while enabling improved BPO performance.

Kansas City, Missouri Area

- Develop and deliver consulting, analytics, and training services accompanying ClickFox software implementations focused on the measurement, evaluation and optimization of the customer experience for an Enterprise client in the Telecommunications industry.- Deliver recommendations to the client on optimization opportunities for the IVR, web, and retail channels as well as illuminating cross-channel impacts.- Manage client relationship as primary day-to-day contact.- Work with the client and delivery partners to identify business objectives and priorities, translating them into an analytical strategy.- Partner with client and company resources to understand new systems and incorporate them into the software.- Partner with Product Management team to define and deliver product enhancements.- Manage a team of direct reports in the planning and delivery of analytics using ClickFox software and methodologies as well as performance evaluations and career guidance.Successes- Reinvigorated ClickFox software utilization across client organization, leading training programs and incorporating new end users.- As the lead business analyst, was part of the team that secured contract expansion to Enterprise license level and helped lead the effort to enable cross-channel analytics v1 for Retail, Care and Web.- Became product and client data subject matter expert for internal and client resources for call routing/IVR and Knowledge Management data.- Initiated and led effort to re-evaluate and change how the analytics engine ingested call routing information, maturing data and readouts into more meaningful analytics, enabling our product to become the “go to” tool for the client call routing team.- Promoted to manage local/remote team dedicated to providing client with analytical readouts and value add, maturing their business acumen and knowledge of the product.

Kansas City, Missouri Area

- Supervision of the business continuity team’s direct reports including training, day-to-day assignment of responsibilities and projects, and performance management.- Program manager for the cross-organizational BC program. Responsible for leading the business continuity planning program across the supported organizations for over 70 contact centers (internal and vendor partner) and corporate functions for four business units and their 6500+ internal employees.- Incident Commander responsibilities and executive communication lead on BC events such as hurricanes or other significant to catastrophic events effecting supported organizations.- Coordination and audit with contact center vendor managers to ensure vendor partner contact centers have BC plans per contract.- Participation in corporate Business Continuity program office-led committees such as Incident Management, Critical Infrastructure and Proactive Planning providing business unit representation.Successes- Promoted to Supervisor of the Business Continuity (BC) team and proactively expanded the number of supported organizations from one to four, moving the total number of centers supported to over 70 and covering 6500+ internal employees without increasing BC team resources.- Led the development and implementation of BC planning for supported organizations from local site plans to the overall incident management plan in partnership with local support and corporate teams.- Twice awarded quarterly organizational recognition for the implementation and continuous maturing of BC planning and processes within supported organizations.- Led the creation and implementation of annual BC exercises for supported internal sites.- Led the creation of the Enterprise Risk Review, cataloging the operational risks at a cross-organizational level, which was then presented to the lead team for education and mitigation signoff/risk acceptance.

Lawrence, Kansas Area

- Responsible for managing the activities of the change management process for the IT organization.- Responsible for the organizational implementation of the selected ITIL-based processes.- Provided process planning and review services at the organizational level on non-ITIL based processes.- Provided process planning and review services at the intra and inter unit level across IT.- Solely responsible for the development, implementation and maintenance of the AR System environment at the University.- Content manager of the built-in Remedy knowledge base (KB).- Provided training for the use of Remedy Help Desk 6.0 with Change Tasking to all IT staff members.

Kansas City, Missouri Area

- Responsible for managing incoming projects for the Sprint IT surveillance center. Ensured new projects met group’s entrance requirements.- Provided training for surveillance tool use, specifically HP OpenView Operations and BMC PATROL Enterprise Manager.- Technical writer for internal manuals used by surveillance center associates for designated tools.

Kansas City, Missouri Area

- Monitoring of critical contact center applications necessary to support incoming customer calls.- Reporting of center impacting events and joining fix agent conference bridges to drive timely resolution based on application knowledge.- Tier 1 maintenance and support of custom monitoring applications for this function.

Kansas City, Missouri Area

- Assisted Sprint employees calling into the IT Helpdesk with hardware, software, mainframe, and network connectivity issues.- High severity incident manager (select staff only) responsible for coordinating response efforts with fix agents and communicating to IT executives high severity outages impacting employees.- Assistant Trainer for new Helpdesk analysts.- Analysts' assistance group responsible for mentoring less experienced analysts with troubleshooting of issues and routing of tickets to appropriate fix agents.

Japan

- Co-taught English classes for Japanese junior high students in grades 7-9 at the town's two junior high schools.- Developed lesson plans along side Japanese counterpart based on current educational requirements.- Cultural liaison to town and elementary schools to develop mutual cultural understanding and tolerance.

Master, Business Administration (Mba)

The Helzberg School of Management, Executive Fellows (EMBA)

Bachelor, English

Bachelor of General Studies (BGS) in English with an Emphasis in Creative Writing, Minor Concentration in Religious Studies

Education record