Kristin Thompson’s Post

With change comes pride in a great team for a job well done, and excitement for what’s next! I’m incredibly proud of my entire client support team for a year of immense accomplishment maturing and scaling our employee enablement, process optimization and tools deployment to create more competitively differentiated support for Frontline and our customers!  Our solution support today is more responsive, more capable, more personal, and more effective for our customers.  In the short span of a year, the team delivered mightily to build and execute operational playbooks spanning inflow volume, initial response, handle times, resolve rates and customer satisfaction across phone, chat and web channels; built a full readiness infrastructure, stood up proactive real-time service status communications, and is poised to build a powerful knowledge platform leveraging Zendesk AI! As I step off my journey with Frontline, I know they’ve got this and I’ll be cheering loudly from the bleachers! Looking ahead, I’m eager to explore new growth opportunities in a SaaS B2B or B2C organization within tech, eCommerce or adjacent spaces as a senior leader in customer or product support, product operations or program management, where I can continue pursuing my passion for integrating customer support with the product and brand ecosystem. That’s a fancy way to say that I love leading service and support as tangible value drivers to product and customer experiences. To this, I bring a diverse set of skills building and scaling high performance organizations, iterating operational and process capabilities and leading strategy innovation to align and amplify customer experience across service, support and product. It’s a quickly evolving and exciting space, and I love engaging with others who are in and around it- please don’t hesitate to reach out if you are aware of an opportunity or just want to share insights! #customerservice #customerexperience #customersupport #productsupport #programmanagement #customersuccess #customercare #leadership #servicedelivery #serviceoperations #opentoconnect #opentowork

Hello, LinkedIn Friends! I am looking for my next remote role in Customer Success and/or orchestrating the Customer Experience, and I am hoping you can help. I have led customer segments down the path of adoption and expansion, with a passion for data, logic, and personalized content. I balance quantitative with qualitative insights, and data patterns with relationships, to understand account, segment, and persona behaviors. I navigate large organizations’ stakeholders and owner-operators alike - my experience is in both SMB and Enterprise. ⌛ Profitability is as important to me as growth. I look for winning profitably in any marketplace – driven by my Profit Center and Sales mindset. I have 7 years in Customer Experience strategy and performance prior to Customer Success; and led from Profit Center, Distribution and Product Marketing before that. 🛩 I feed off the creativity and iteration of digital plays = flying your airplane with only instruments in low visibility (!), and I believe in building a digital engagement foundation across the customer base - any ARR. Curiosity about the customer’s business and my passion for the product make every day fun – even the tough ones. 🔍 If you spy any amazing job postings for CS role, send them my way! And if you know someone who's hiring in the post-sale or CX orchestration/ customer marketing space, let me know. Thanks! #OpenToWork #jobsearch #networking #opportunity #support #cs #customersuccess #userresearch #salesenablement

🌟📖 Customer Success Story Time 📖🌟 I've been doing some reflection lately, and I wanted to share a pivotal moment from my teaching days that's been on my mind. It's a story about facing challenges head-on and finding creative solutions—something I believe is fundamental in any role, including customer success. During my first year of teaching, I encountered a hurdle that caught me off guard—dealing with unhappy parents. It was a curveball I wasn't quite prepared for, despite all my college courses and student teaching experiences. But one particular piece of feedback really stuck with me: a student needed more of a challenge. He was breezing through the curriculum without breaking a sweat. Now, any teacher will tell you that the solution is differentiation—tailoring instruction to meet each student's needs. And I did just that. I dug through the curriculum, researched the web, and scoured the shelves of Barnes and Noble for additional material. But for this student, it wasn't enough. I knew he needed something more. But with no gifted program at our small school, I had to get creative. So, I started an after-school enrichment club. It wasn't just about that one student, though. I saw another student in my class who could benefit from it, as well as one from my partner teacher's class. It was a small group, but it made a big impact. And you know what? Their parents noticed. They appreciated the extra effort, and those students went on to exceed expectations on their state assessments that year. Now, as I look to transition into a customer success role, I can't help but see the parallels. Both require thinking outside the box, finding solutions to unexpected challenges, and building strong relationships. And I'm excited about the opportunity to bring that same passion and creativity to a new field. If you have any insights, advice, or opportunities to share as I embark on this journey, I'd love to connect and learn from your experiences in customer success. Feel free to message or email me at cvsteagall@icloud.com . Thanks for listening, and here's to new beginnings! #CustomerSuccess #EdTech #OpenToWork

Hey LinkedIn #recruiters👋🏾 #opentowork here and on the hunt for something new. I've spent the last few years deep in the world of program management and making sure customers feel heard and valued. I'm all about turning feedback into action and really boosting that customer experience (CX) game. I've led some cool projects that bridged the gap between what customers want and what businesses deliver, making sure everyone's on the same page and happy with the outcome. Now, I'm looking to bring my passion for customer insights and my knack for managing projects to a team that's all about innovation and genuinely cares about their customers. Here’s what I bring to your table: • 🎯 Customer Insight Magic: Transforming feedback into actionable strategies that drive product development and skyrocket customer satisfaction. • 🤹 Project Management Pro: Juggling multiple projects with ease, keeping teams motivated, and deadlines smashed. • 🌉 Bridge Builder: Connecting customer needs directly to business outcomes for that win-win we all love. • 💡 Innovation Driver: Always on the lookout for creative solutions to enhance the customer journey and business processes. I’m all about making an impact and looking for a team that’s as passionate about their customers as I am. If your team values creativity, a straightforward approach, and decisions driven by real customer insights, let’s talk! 📩 Feeling intrigued? Shoot me a DM! Let’s chat about how I can contribute to your success. #LookingForOpportunities #ProgramManagement #CustomerExperience #VoiceOfTheCustomer #CX

This mindset shift changed everything for me as a customer success associate. When I started upskilling as a customer support manager, I started focusing on what makes our job easier (and our customers happier). After some late nights and way too much coffee, I've narrowed it down to my top 3 CRM tools for customer support: ✨Zendesk: This bad boy is like the Swiss Army knife of support. Love how it brings all customer interactions into one place. Game-changer for response times! ✨Freshdesk: Okay, the automation here? Should be a crime. Saved my bacon more than once when I was running a simulation. ✨HubSpot Service Hub: Newbie-friendly and scales like a dream. Plus, the free tier is pretty sweet for small teams just starting out. Now, I'm no expert (yet!), but these tools have seriously upped my support game. They're helping me juggle tickets, track customer history, and even predict issues before they blow up. But hey, I'm still learning! Drop your faves in the comments! And calling all fellow support newbies What's been your biggest CRM win or oops moment? P.S. To any hiring managers out there - I'm always up for a chat about leveling up customer support tech. My inbox is open if you want to discuss how I could bring some fresh ideas to your team! #CustomerSupportTech #CRMtools #EntryLevelManager #CustomerExperience #Zendesk #Freshdesk #HubSpot #TechStack #SupportAutomation #CustomerRetention

🚨 Newsflash 🚨 Looking for a job is HARD especially in the tech sector right now. I, like many others, have been searching for the next opportunity to let my light shine ⚡ . Here's what I've done: ✅ B2B Customer Success in Virtual and Live Events ✅ SaaS Technical Success in Virtual and Live Events ✅ Client onboarding to SaaS platforms ✅ Managed a 7 person Technical Support Team ✅ API Integrations ✅ CSS, HTML, and JavaScript ✅ Managed book of business of 25-30 accounts ranging from SMB to Enterprise ✅ Designed processes and programs for CS, Product, and DevOps teams ✅ Senior Manager in Hospitality Operations ✅ Managed an operation team of over 30 Here's what I love doing: 💡 Problem Solving // Critical Thinking ⚒ Project Management 🤩 Relationship Building 💻 Support 🎯 Strategy Here's how you can help: 📨 Referrals to B2B SaaS orgs seeking Customer Success Managers // Project Managers // Support Team. 🤘 Love in the comment section - If we have worked together in any capacity, it would mean a lot to me if you could add a recommendation to my LI or just hype me up in the comments of this post 😊 Bonus points for tagging your hiring // recruiting friends. The amount of incredibly talented people in this same boat is crazy right now. It's definitely tough out there but I'm a fighter and am excited to see where this new chapter in life takes me. Go, Fight, Win! #saas #customerexperience #customersuccess #customersuccessmanager #csm #b2bevents #b2b #b2bsaas #virtualevent #liveevents #projectmanagement #technicalsupport #technicalsupportengineer #technicalcustomersuccess #opentowork

A killer experience is a defining moment for any customer. I love that Esha Joshi and Varun Puri over at Yoodli are investing in the success of their customers early. Does this #opportunity suit you? Maybe so if you: - Enjoy late night walks on the beach dreaming about all things customer delight - Get excited about building the earliest foundational processes and onboarding workflows for new customers to realize product time-to-value as quickly as possible - Love being BFFs with the very people that make it possible for you to exist in the first place: Customers. Everyone at the company is attached at the hip to customer experience... only this role gets the thrill of blazing the actual trail. As with any #startup job, #builders wanted. It's not easy to be the first in function. It requires you cut through high levels of ambiguity, operate without a map, and solve impossible puzzles missing lots of pieces. But wow, is it fun. #hiring #customersuccess Madrona

HOW DO I BREAK INTO CUSTOMER SUCCESS!? 👀 I get approached on this daily, so I figured I'd let someone else answer the question 🤣.. Here's where I bring in the legend that is Ryan O'Connell High-level: - Customer Success & #RevOps hero 🦸🏼 - SaaS Ones to Watch 2024 👁️ - VP, Client Services for Fuse Universal 🧨 - Ambassador for SaaS Alliance 👔 It's always a blast getting together with Ryan to talk all things #customersuccess 🙏🏼. I enjoy myself anyway! 🤣 Here's a snippet from our recent chat 👇🏼.. Link to the full video to follow. The key takeaway.. 💡 Use your industry exposure to your advantage. Hear what Ryan had to say 🎥 #customersuccess #saas #tips #recruitment #hiring #opentowork #jobs

🌟 Open to New Opportunities in Customer Success🌟 After a transformative period at HomeSmart, where I proudly served as a Customer Service Representative, I'm now seeking my next challenge in a customer success role. With a background that blends technology, education, and proactive customer service, I am excited about the opportunity to bring my skills and experience to a new team. Why consider me for your team? 💪🏼 Expertise in SaaS: Supported a portfolio of 8,000 agents with training, bug validation, and issue resolution, maintaining a first-call resolution rate of over 75%. 📈 Proven Track Record in Customer Engagement: Led churn mitigation efforts and contributed significantly to outbound customer email and call campaigns. 👩🏫 Leadership & Mentorship: Experience in new employee training and mentorship, coupled with a history of classroom leadership in the education sector. 💻 Technical Proficiency: Skilled in CRM (HubSpot) CQS (Sangoma) SQL, LMS (Totango & Scribe) Loom, Aligned, and Avoma I am eager to discuss how my background, skills, and passions can align with the needs of your team. Let's connect! #OpenToWork #CustomerSuccess #SaaS #Leadership #Teamwork #CustomerSupport

#hiring *Sr. Product Manager (SaaS required)*, Atlanta, *United States*, fulltime #opentowork #jobs #jobseekers #careers #Atlantajobs #Georgiajobs #SalesMarketing *Apply*: https://lnkd.in/dVnUV2-N Play a critical role in SaaS product innovation for affordable housing!This Jobot Job is hosted by: Alexandra CohenAre you a fit? Easy Apply now by clicking the "Apply Now" button and sending us your resume.Salary: $125,000 - $150,000 per yearA bit about us:Play a critical role in shaping the product vision and strategy for a cloud-based technology platform that is transforming the administration of affordable housing. You will lead and mentor junior team members, drive product roadmaps, and collaborate closely with stakeholders to ensure the successful delivery and launch of high-impact products that drive customer satisfaction and business growth. As a Sr. Product Manager, you will be overseeing the entire product lifecycle, and driving product innovation. Your strategic thinking, data-driven decision-making, and leadership skills will be instrumental in delivering exceptional user experiences and achieving business objectives.Candidates must be located in GA, CO, FL, ID, NJ, NM, TX, or WA.Why join us? Annual bonus 401(k) match Medical, dental, vision On-site fitness center Start-of-the-art tools and technologies Generous PTO package, holidays, sick days, volunteer days, and parental leave Professional development opportunities Flexible work environment (1 day in office/wk) Opportunity to make a significant impact in the affordable housing sectorJob DetailsResponsibilities: Define and communicate the long-term product vision and strategy, aligning it with the company's overall goals and market trends. Collaborate with executive leadership, engineering, design, sales and customer success, and other stakeholders to define and prioritize product initiatives and features. Lead the product roadmap planning, ensuring that it addresses customer needs, competitive landscape, and technological advancements. Drive the successful execution of product development, from concept to launch, ensuring timely delivery and maintaining a high level of product quality. Use data and customer insights to make informed decisions, continuously optimizing products and identifying areas for improvement. Champion the voice of the customer, incorporating feedback into product decisions and enhancing user experiences. Collaborate with marketing and sales teams to develop go-to-market strategies, positioning, and pricing. Analyze product performance metrics and conduct market research to identify new market opportunities and threats. Provide mentorship and guidance to junior product managers, fostering a culture of excellence and continuous improvement.Qualifications: 5-7+ years of product management experience with SaaS products. Tech startup experience Proven track record of successfully leading the developme