Kristen Nilles

Experience

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  Carle Foundation Hospital

  Jan 2010 - May 2010

  Nursing Education and Professional Development Intern

  -Supported nursing executives in academic hospital system's Nursing Education & Professional Development department-Drove revisions, maintenance, and indexing of the hospital's patient education libraries, across both print and video -Created a registered nurse competency module for assessment of new RN hires-Shadowed clinical and business operations on multiple nursing floors including Peds, OB, and Stepdown units

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  Wolters Kluwer Health

  Jun 2010 - Mar 2018

  -Managed multi-channel client support team to ensure efficient, effective, and friendly service-Analyzed data trends to improve processes and advocate for product enhancements -Developed and maintained all standard operating procedures for client services department, and conducted training on new processes and product releases-Conducted training sessions and assessments for all new hires in client services department-Hired, managed, and mentored a team of Client Services Associates-Oversaw Client Services Associates’ account management and renewal activities Show less

  • Customer Success Team Manager

    Aug 2014 - Mar 2018

  • Client Services Operations Manager

    Oct 2012 - Aug 2014

  • Client Performance Manager

    Jul 2011 - Nov 2012

  • Client Services Associate

    Jun 2010 - Jul 2011
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  SnackNation

  Apr 2018 - Nov 2019

  Senior Manager, Customer Success Team

  -Hired and managed a team of 8+ CSMs across Mid-Market, Executive, and Enterprise tiers -Led CSMs in the retention and growth of their individual books of business-Implemented new Enterprise account management pillars including QBRs, account health tracking, and stakeholder relationship tracking -Designed and implemented career development framework for all CSMs, and leadership development program for Team Leads

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  Caroo (formerly SnackNation)

  Nov 2019 - Jul 2021

  Director of Customer Success + Customer Experience

  -Oversaw department of two Managers and 15 CSMs with 97% customer retention rate-Led CS department through a major company pivot and rebrand; from SnackNation, a healthy snack subscription for offices, to Caroo, an employee care platform for distributed workforces -Drove 269% NPS improvement over four months to achieve company stretch goal-Managed all department hiring, performance management, and budgeting -Set, drove, and reported on on all CS and CX KPIs, including retention, revenue growth, NPS, and CSAT-Advocated as voice of customer in cross-departmental project management, to drive constant product innovation and enhancement-Implemented customer escalation playbook and managed loop closure process for customer feedback -Developed Customer Journey map-Managed transition from in-house customer care to outsourced model Show less

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  Diaz Studio of Dance

  May 2021 - now

  Dance and Fitness Instructor

  Facilitate dance technique, choreography, and fitness classes for kids and adults.