Kim Josephs

Experience

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  Epicor

  Jan 1998 - Jan 2000

  Trainer

  Over the years, I have become a business-minded leader with the heart of a coach. I attribute many of my achievements to my early-career experience as a trainer. In this position, I engaged and educated customers on ERP (accounting and reporting) best practices. I also delivered training sessions to certify partners on ERP software in a Microsoft SQL environment.

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  Sage Software

  Jan 2000 - Jan 2010

  I earned a series of promotions during my extended tenure with Sage Software. In 2008, I was tapped for a major project: to reimagine customer satisfaction and lifetime value by creating an online community and social media strategy that optimized the customer life cycle and dramatically increased brand awareness and loyalty.In this high-stakes role, I developed a strategic communications plan and social media standards that were adopted by the parent company and deployed worldwide. Our programs incorporated creative solutions to increase customer participation in various online media, such as unique recognition and ‘superuser’ programs, as well as a guest blogger program that improved readership by 30%.I also created a thriving, interactive online community ecosystem from scratch in only eight weeks—generating >8M page views and engaging tens of thousands of Sage ACT! customers. This was a major success, with an exclusive early-adopter program that resulted in an immediate waiting list, and industry recognition as Lithium’s “most successful community launch” for fast-paced customer adoption.To add even more value to the organization, I recommended using the online customer community as a forum to gather client feedback on product testing. We increased customer beta testing 300%, and leveraged customer insights to accelerate product innovation—expediting client SLAs by 5%, increasing software maintenance renewals by 3%, and releasing products to the public in record time. Show less I served in two key roles (receiving fast-track promotions) for Sage Software’s CRM solutions, with accountability for key areas of the business: business development and integrated strategic marketing. In both of these positions, I consulted with decision makers in various parts of the organization to identify needs and execute projects. My work involved all facets of risk management, testing, fine-tuning, and integrating CRM-focused initiatives into the company’s global infrastructure. I developed a strategic plan and roadmap to integrate special projects into the international organization. I defined workflow, created training plans, and mobilized teams to execute initiatives that drove up visibility across the board. Show less I was promoted to support the company’s ERP product management team in progressive roles. In collaboration with my peers and teams, I facilitated and expedited the product life cycle, consulted with decision makers, and delivered classroom and web-based ERP software training to educate internal and external customers on using the technology to solve real-world business challenges.In 2003, Epicor was acquired by Sage Software, and I contributed to establishing an efficient and organized environment that thrived on teamwork, embraced accountability, and rewarded innovative ideas. Show less

  • Director, Community Development

    Jan 2008 - Jan 2010

  • Director, CRM Solutions North America

    Jan 2007 - Jan 2008

  • Senior Product Manager | Senior Product Specialist

    Jan 2000 - Jan 2007
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  Social Savvy, LLC

  Jan 2010 - Jan 2018

  CRM and Marketing Consultant

  Drawing on my background in organizational leadership, omni-channel communications, technology implementation, training, and project management, I built this consulting company serving clients in financial services, ERP, health care, retail, and other industries.As a hands-on consultant, trainer, and advisor, I worked directly with clients—and sometimes with intermediary organizations—to pinpoint needs, propose solutions, and execute deliverables with superior on-time, within-budget results. I guided the entire project life cycle from planning through completion, and measured outcomes to determine return on investment. My clients appreciated their higher revenue, brand awareness, and market share.The projects were diverse and multi-faceted. In one case, I captured attention and influenced the buying behaviors of targeted audiences by creating a communications strategy and go-to-market plan for an online specialty pharmacy. In another, I enhanced brand equity for a financial services company through in-depth competitive analysis and customized, analytics-driven campaigns.I enjoy consulting because I love making an impression on a business—and its customers—firsthand. In this role, I had the opportunity to balance business operations and program leadership with end-to-end engagement management. Show less

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  Data Fusion Technologies

  Sept 2012 - Aug 2017

  Vice President, Professional Services | Director, Support & Operations

  Soon after I joined Data Fusion Technologies, I was asked by the CEO to develop a customer care organization that supported our clients, fueled retention, and restored trust after a major corporate transition.I assembled a client-facing team, created the business structure, strategy, and culture—and established a 360-degree view of client relationships and projects. The result? We renewed >98% of maintenance contracts, far exceeding the industry standard.This success, together with additional transitions to the workforce and leadership team, prompted another major project: I up-leveled our consulting practice to drive stability, customer loyalty, and profitability. I rallied teams behind a single, unified goal, and oversaw a major transformation that dramatically improved client relationships.How did we rebuild consumer trust and brand recognition? By focusing on our own people and processes. I clearly defined best practices for communication, training, client engagement, and conflict resolution across all levels of the organization, and empowered leaders and employees to adopt value-driven interactions during ‘critical moments of truth’ with clients and partners.We also in-sourced key services, improved technology upgrade quality, and implemented a profitable, sustainable model for consulting services with a spotlight on continuous improvement. By prioritizing service excellence and introducing business intelligence growth metrics, we raised professional services utilization by 12.73% year over year. Show less

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  Amwins Connect

  Mar 2018 - now

  • Vice President Operations

    Jan 2021 - now

  • Director Of Operations

    Sept 2019 - Jan 2021

  • Director, Business Optimization

    Mar 2018 - Sept 2019