Nick Kynoch

Experience

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  Tastings Catering

  Dec 2002 - Jan 2014

  Wait Staff Manager and Bartender

  - Allocated appropriate equipment and food items for multiple events per night- Executed preparation and service for weddings and other large-scale events

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  Sun Life Financial

  Dec 2011 - Apr 2014

  Claims Specialist, Multi-Line Services and Front-End Member

  - Completed set up of short and long-term disability claims, obtaining missing information from parties involved and triaging claims to appropriate level of claims examiner- Trained new hires in all aspects of claim processing: claim set up, front end operations, and systems applications- Worked with Benefits Administrators, Sales Representatives and Claimants to ensure proper handling of claims- Communicated with claimants providing product information and expertise to ensure product accuracy Show less

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  Town of Framingham

  Sept 2014 - Dec 2014

  Long Term Substitute Teacher, After School Program Recruiter and Monitor

  - Teacher’s aide for large classes and assisted students with daily tasks- Monitored after school programs, making sure students completed all necessary assignments on time- Acted as long-term substitute teacher for a study skills and freshmen support class- Observed each students’ performance and wrote individual progress reports to parents

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  Athenahealth

  Nov 2014 - Feb 2019

  - Analyze customer performance and train clients on workflows to improve their key performance indicators- Coach clients through process and setup improvements for their policies and procedures related to athenaNet - Project manage and execute high quality optimization engagements with strategic clients- Communicate expectations and deliverables to key stakeholders and ensure customer satisfaction is achieved- Built new service line into Salesforce for leaders to gain visibility into engagement success and team capacity- Serve as a company wide subject matter expert by answering questions for Customer Success and Sales representatives, enabling them to better support our customers and prospective clients- Mentor new employees, supporting their engagements and training them on athenaNet functionality and processes- Scope potential client engagements and curate project plans with key training and coaching milestones Show less

  • Senior Associate, Coaching and Traning Services

    Jul 2016 - Feb 2019

  • Associate, Optimization Services

    Nov 2014 - Jun 2016
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  Quickbase

  Mar 2019 - now

  - Managed and maintained over 100 active Outsource Service Engagement Contracts,ensuring clarity, compliance, and delivery at the highest standards.- Established strong relationships with key partner stakeholders to enforce best practicesand processes, ensuring sustained success. Addressed delivery, IT, security, technical, andpolicy concerns comprehensively.- Aligned tactical execution with high-level company strategy by partnering with seniorleadership. Ensured that departmental KPI-driven metrics were in sync with companylevelOKRs.- Collaborated closely with Sales to drive customer growth and adoption by promotingEnablement Service packages.- Collaborated with Customer Account teams to prioritize customer satisfaction, promptlyaddressing and resolving escalations.-Coordinated with Accounts Receivable and Finance departments to expedite monthlyinvoice processing, ensuring timely payments Show less Support 10-12 customer engagements at any given timeSupport the planning, coordination and management of new hire onboarding Mentor CSMs with an emphasis on building product expertise and confidence in leading customer engagementsSupport account assignment and capacity modeling initiatives Collaborate cross functionally to improve partnerships and streamline processes with Sales and other departmentsDevelop, curate and manage enablement tools and resources for customers, OCSMs, and AEsStay in tune with team performance and support Quarterly readouts of performance against goal Show less -Engage with customers to actively ensure their success with Quick Base by discussing new use cases, developing long term plans with clearly defined goals, supporting end user adoption, and building and maintaining personal relationships-Collaborate with Account Executives and Solution Engineers to provide comprehensive support in order to promote growth and increase account health-Advocate for customers by communicating product enhancement requests to PD and participate in Agile Project Management scrum teams to help prioritize objectives-Orient and coach customers through the implementation of their first app-Enhance and revise the OnBoarding process to provide the best new customer orientation experience-On-site visits with customers to deepen relationships and better understand their needs Show less

  • Manager Implementation Services

    Jan 2025 - now

  • Manager Services Delivery

    Nov 2021 - Jan 2025

  • Team Lead, Customer Orientation

    Jan 2021 - Nov 2021

  • Customer Success Manager

    Mar 2019 - Jan 2021