Ali K.

Experience

• 

  Smart Tuition

  Feb 2015 - Jan 2017

  Account Executive

  Managed accounts for over 60 school accounts in excess of over 10,000 individual plansOnboarded and implemented new clientsAnswered and replied to calls and emails regarding account adjustments, training and issuesMonitored multiple databases to keep track of accountsMaintained retention rate of over 92% compared to the goal of 85%Built and maintained strong strategic relationships with key stakeholders Analyzed and shared customer product usage data to identify growth opportunities and reduce retention risk Show less

• 

  Blackbaud

  Jan 2017 - Apr 2018

  Senior Customer Support Analyst

  Served as a client advisor, guiding new users through the onboarding and integration processResponsible for troubleshooting account and integration errors, as well as system inconsistenciesDeveloped working alternatives to account, system, and integration errors, facilitating communication across teams in order to ensure the customer has a positive experience Updated existing training procedures in order to increase efficiency and build customer trustMaintained a first customer response time of under one minute Show less

• 

  Smartcare

  Apr 2018 - Aug 2021

  Senior Customer Success Manager

  Provided strategic guidance and solutions to customers through the customer lifecycle, ensuring successful onboarding, adoption, optimization and renewalOversaw a book of business of 10+ Enterprise clients along with 50+ individual centersIdentified areas of need through nurturing customers and gaining trustMaintained retention rate of over 95% compared to the goal of 90%Developed, wrote, and edited training procedures for all Smartcare clients and new hires resulting in shorter onboarding timeWorked closely with product team to update features per client requestsDeveloped working alternatives to account, system, and integration errors Show less

• 

  Kiddom

  Oct 2021 - Jul 2022

  Manager of Customer Support

  Responsible for hiring, onboarding, and managing a team of customer support representativesResearched best practices to enhance the customer experience and develop strategies for scaling those new processesDeveloped KPI’s and quality standards for the Support team, resulting in decreasing the customer wait time for a response from Support from 3 business days down to 2 minutes Established success metrics in partnership with Kiddom’s Director of Success in order to facilitate team performance evaluationsServe as a trusted advisor and empathetic advocate for strategic districts, including implementing a tiered response system in order to drive efficiency across the department as measured by response rates and resolved ticketsUpdated internal procedures based on evolving business needs, including migrating the Support team to a new platformCollaborated with Customer Success on feedback strategy sessions for Kiddom’s leadership team, contextualizing user feedback in order to drive a deeper understanding of pain points and ensure that customers are at the center of product strategy Managed the customer-facing support hub in order to ensure they were maintained and updated as the product evolvedServed as an internal product expert, ensuring that Engineering, Sales, and Product teams understood how the product delivers unique value to both the largest and smallest customers Show less

• 

  Procare Solutions

  Dec 2022 - now

  Account Manager