Kisha Gillespie
Strabane
Summary
Results-driven professional with focus on customer success and satisfaction. Deliver transformative client experiences by fostering strong customer relationships through excellent communication and problem-solving skills. Background in sales and support roles, bringing valuable experience in understanding customer needs and delivering solutions. Ready to use and develop skills in relationship building, client retention, and project management in the Customer Success role.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work history
Senior Mid-Market Customer Success Manager
MetaCompliance Ltd
Derry
11.2024 - Current
- Sustained high levels of customer retention with proactive account management methodologies, leading Customer engagement by 30%.
- Served as subject-matter expert with strong technical expertise by actively testing customer scenarios and new enhancements. This has also included facilitating training sessions, enhancing team's product knowledge.
- Achieved higher revenue growth by focusing on upselling and cross-selling opportunities within existing accounts.
- Fostered a positive work environment promoting teamwork and collaboration among staff members by consistently supporting on Customer Calls as one example.
- Recognised blockers and implemented solutions to minimise client and account impacts with coordination between product management and technical support teams.
- Utilised CRM systems to streamline customer management processes such as Hook, Client Success, Salesforce and Salesloft.
Customer Success Manager
MetaCompliance
Derry
11.2021 - 10.2024
- Managing a book of over 100 customers across the UK, EMEA & USA regions.
- Ensured customer value and positive net retention by proactively monitoring customer usage and providing timely support.
- Extensive knowledge of Company Products to be a successful and trusted advisor.
- Providing training and guidance to new customers during and post onboarding inclusive of creating Knowledge Articles.
- Support to drive each Customer's use case with identifying gaps in strategy and upsell opportunities by hosting business reviews with key stakeholders.
- Collaborating with cross-functional teams to communicate and resolve customer pain points.
Senior Sales Development Representative
MetaCompliance
Derry
08.2019 - 11.2021
- Generating new business opportunities for the company by identifying, contacting, and qualifying Prospects with desired ICP.
- Working closely with the Account Executive team to develop valued First impressions with prospects reviewing MetaCompliance's Products.
- Communicating the problems and gaps MetaCompliance Products solve.
- Meeting set targets to contribute to the wider company goals.
SDR Team Lead Ramp
MetaCompliance
Derry
01.2019 - 08.2019
- Responsible for on-boarding and managing new SDR's joining the team.
- Contribute to developing SDR's skills in cold calling, software use, generating and managing leads.
- Support SDR's in meeting key milestones and achieve set targets in the probationary period.
Sales Development Representative
MetaCompliance
Derry
02.2018 - 12.2018
- Developing knowledge of the MetaCompliance Products and how to effectively communicate this to prospects through cold calling.
- Collaborating with the Sales Team to develop strong relationships with prospects and generate positive pipeline.
- Working with the wider SDR Team to develop skills and knowledge on prospecting and time management.
Education
Associates Bachelor's Degree - Interior Design
University of Ulster
09.2014 - 06.2017
Skills
- Time management skills
- SaaS platform expertise
- Customer lifecycle knowledge
- Solution-focused approach
- KPI tracking
- CRM software proficiency
- Data analysis and reporting
- Customer retention strategies
- Effective communication
- Contract negotiation skills
- Client relationship management
- Market research abilities
- Communication proficiency
- Feedback receptiveness
- Product knowledge mastery
- Conflict resolution strategies
Timeline
Senior Mid-Market Customer Success Manager
MetaCompliance Ltd
11.2024 - Current
Customer Success Manager
MetaCompliance
11.2021 - 10.2024
Senior Sales Development Representative
MetaCompliance
08.2019 - 11.2021
SDR Team Lead Ramp
MetaCompliance
01.2019 - 08.2019
Sales Development Representative
MetaCompliance
02.2018 - 12.2018
Associates Bachelor's Degree - Interior Design
University of Ulster
09.2014 - 06.2017
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