Susan Kitchen Email & Phone Number

United States

Greater Memphis Area

Serve as main point of contact for assigned JDA Cloud accounts. Manage their overall experience and drive to improve satisfaction and retention. Work with other teams inside the organization, such as sales, renewals, and professional services as needed. Identify areas of opportunity for up sell, cross sell and training. Collaborate with off shore technical teams to ensure customer SLA's are met.

Main point of contact for 400+ global customer base for the research and resolution of application and business related issues regarding JDA - E3 replenishment software. Collaborate with other teams in order to progress customer issues. Handle more complex situations requiring analytic and business knowledge. Train and mentor team members. Participate in special projects within the organization as needed. • Recipient of several Star Performer awards for excellent customer survey feedback • Implemented Lean Methodologies that resulted in a 6% increase in customer satisfaction level• Create and facilitate monthly customer educational webinar sessions• Trained staff of 10 in offshore operational center• Corporate Trainer for global salesforce.com service cloud application• Knowledge Centered Support Coach • Designed and maintained global team website

Greater Atlanta Area

Managed team of analysts who provide 24 hour software support to licensed customer base. Worked closely with Development, QA, Consulting, Education and Sales teams to ensure customer requirements and satisfaction were met. Oversaw escalated accounts and issues.• Implemented processes to improve quality of issue resolution including hiring experienced analysts and installing salesforce.com case management system• Developed transition process to initiate new customers to support• Amended team’s relationship with product management and development resulting in faster issue resolution times

Greater Atlanta Area

Supervised the customer support activities for a team of 5 analysts. Facilitated regular review meetings with analysts to ensure proper follow up and SLAs were being met. Worked with management on strategies to improve team processes. Participated in special projects and customer kick off sessions. • Member of project team to design and implement PeopleSoft case management system• Led training initiatives for new analysts and for on boarding new customers • Developed interactive support reference library which resulted in faster customer response times• Customer advocate for escalated customers

Miami/Fort Lauderdale Area

Accountable for the inventory replenishment activities of the Virginia district, including demand forecasting, seasonal profiling, ordering and promotional planning using the E3 Replenishment software. Worked with a team of buyers, planners and district personnel to ensure proper assortments and profitability. Trained new analysts on the software.• Appointed to project team with task of redesigning the software for new Regional Distribution Center• Coordinated the testing of all software enhancements and fixes• Worked with IT department on revising team’s reports which led to improved data analysis

Miami/Fort Lauderdale Area

Managed sales and merchandising activities for a 1.5 million dollar department including buying, plannogramming, maintaining open to buy, as well as training and directing sales staff.