Kristina McCann

Experience

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  Johnson Controls Automotive

  Nov 2000 - Jan 2006

  Senior Consumer/Market Research Analyst

  Researched and analyzed automotive total interior features and trends to plan interior zone content for 4-5 year out targeted and confirmed business initiativesAssessed current market features on targeted vehicles and competitive set to determine the most valuable VA/VE (Value Add/Value Engineering) changes Identified key auto show interior trends and provided recommendations to product & sales teamsDeveloped analysis methodology for automotive interior feature assessmentsCompiled written and visual reports on point of entry and differentiating features by interior zone for macro vehicle segments (Small, Large and Luxury Car, Minivan, Cross Utility and Sport Utility Vehicles, and Trucks) Show less

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  J.D. Power and Associates

  Jan 2006 - Feb 2010

  Senior Research Manager - Automotive Consulting

  Supported all major OEM's in identifying opportunities for improvement on existing and future products based on insights from their Customers Satisfaction and evolving market trends. As an Automotive Research Consultant I worked onsite at several OEM's throughout the U.S. and abroad (Germany predominately) with their Quality and Design teams to prioritize and apply the insights into product enhancements for the end customer.

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  ForeSee

  Feb 2010 - Mar 2017

  Managed over 28 different project implementations simultaneously, representing more than a million dollars’ worth of business.Launched a wide variety of research projects (web, mobile, replay, feedback, store) across multiple industries (retail, B2B, B2C, banking, health insurance and government) while providing a high level of customer service.Developed a successful process to manage a large scale government contract for the Department of Defense (DoD) by creating a master timeline for 10 stakeholder groups consisting of 59 individual projects. Provided oversight and direction on the implementation of this contract ahead of schedule. Show less Provided a diverse portfolio of clients with key customer insights on opportunities for improving their customers website experience and overall Satisfaction. Managed all client engagements from project kickoff, to identifying key objectives, developing the study model and custom questions, coordinating development of survey code, training client on data tools, and writing Satisfaction Insight Reports that outline and prioritize the top areas of focus to improve Customer Satisfaction on a clients site. Show less

  • Senior Launch Expert 1.5 / [Launch Expert 1.5]

    Jun 2014 - Mar 2017

  • Senior Satisfaction Research Analyst

    Dec 2012 - Jun 2014

  • Satisfaction Research Analyst

    Feb 2010 - Jun 2014
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  Verint

  Mar 2017 - Jul 2020

  Manager, Deployment Operations

  Highly effective Deployment Operations Manager within the software and customer experience measurement arena. Leads a group of Technical Account Managers, Project Managers and Implementation Consultants that collectively ensure word-class customer care while launching software and product purchases efficiently and accurately. Year-over-year increases in project deliveries, in fewer days, all with a high level of measurable customer satisfaction. Integral contributor to cross-company process improvement initiatives and successful implementation. Show less

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  Real Green Systems

  Jul 2020 - Feb 2022

  Director of Implementation Customer Success

  Developed and implemented an online Learning Management System, providing customers with 24/7 access to software best practices, enabling seamless, self-paced training.Increased scalability of Implementation Team for net new customer growth of 15%-27% year-over-yearin lieu of headcount.Guided a migration team through moving 1K+ customers [worth ~16.5 million ARR] to a new RealGreen software platform.

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  WorkWave

  Feb 2022 - Feb 2025

  Received expanded leadership responsibilities after 1.5 years to include five software lines, WorkWave’s two Flagship software’s [RealGreen & PestPac] along with RouteManager, WorkWave, Services/Lites and ServiceBot.Led team of 27 people who onboarded new/existing customers through software setup, configuration, best practices, and training.Established an managed an Enterprise Implementation Team for the two primary software lines [PestPac & RealGreen] to provide a seamless white-glove experience to large-scale clients. Supported numerous Go-To-Market product initiatives and internal software migration projects [including the changeover to a new payment processor]. Show less

  • Director Program Management

    Dec 2024 - Feb 2025

  • Director of Onboarding, Implementation & Training

    Feb 2022 - Dec 2024