Enterprise Customer Success Manager

Kristen L. Leonard

720-***-**** *******.*******@*******.***

SENIOR RELATIONSHIP MANAGEMENT LEADER

Dynamic and accomplished Senior Client Relationship Management leader with a reputation for delivering and sustaining revenues within highly competitive markets by aggressively identifying growth opportunities, expanding product adoption, and providing real world business solutions. Extensive expertise as a manager, negotiator and business professional who can forge long-term business relationships with strategic partners, C-level contacts and build consensus across multiple organizational levels. Articulate with ability to communicate, lead, manage and motivate internal team members and external clients. KEY AREAS OF EXPERTISE

Successfully managed, retained, and grew

120+ clients simultaneously

Develop new revenue channels within existing

customer base

Revenue Management of 40M+

Product Adoption and Expansion

Excellent written and verbal presentation and

communication skills

Contract Negotiations and Deal Structuring

Managing Account and Business Personnel

Market Analysis and Pricing

Event, Project and Strategic Planning and Development EXPERIENCE & ACHIEVEMENTS

ENTERPRISE CUSTOMER SUCCESS MANAGER, Human API: Denver, CO April 2021 - Present Human API is on a mission to radically accelerate the pace of health innovation by making health data liquid and putting consumers in control of their data. We’ve integrated 30,000+ health and wellness data sources into one platform, to radically accelerate the pace of innovation for companies to better serve their customers.

Responsible for relationship management of clients, execution of strategic plans to grow value and revenue in existing and new lines of business, and retention of current base within Healthcare, Pharmaceuticals, Digital Health and Life Insurance. Manage a portfolio of 19+ clients, with responsibility to drive C-Level relationships, cultivate an understanding of client’s strategic priorities, organizational hierarchies and operational workflows to retain and grow account base Collaborate across internal and external teams to finalize contracts, execute communication plans, facilitate QBR’s and expand utilization and adoption

SENIOR ENTERPRISE CUSTOMER SUCCESS MANAGER, Envysion: Denver, CO November 2018 – April 2021 Envysion® is the authority in managed video and loss prevention solutions for restaurants and retailers. We have transformed video surveillance into a strategic management tool by integrating video management software, reporting, and audits into one ecosystem. Responsible for relationship management of external clients and internal partners, yearly revenue results, protecting existing revenue streams and strategic business development expansion within current clients exceeding 7M in revenue. Promoted to manage our two largest clients, and top revenue generating accounts, including: Chipotle, Chick-fil-A, El Pollo Loco, YUM! Brands (KFC, Taco Bell, Pizza Hut), GPS Hospitality Brands (Burger King, Popeyes, Pizza Hut) ENTERPRISE CUSTOMER SUCCESS MANAGER, Envysion: Denver, CO November 2017 – November 2018 Managed a portfolio of 30+ clients, with responsibility to drive, grow and deliver revenue results and product adoption, within the Quick Serve Restaurant and wireless industries

Develop internal and external C-Level and executive relationships, by demonstrating understanding of their business, streamlining operations and presenting appropriate solutions to increase their revenue and product adoption Drive regular communications with key contacts, optimize utilization, adoption, analytics, and ROI to increase Enterprise footprint Provide ongoing customized application training for clients and project management assistance on large deployments Deliver strategic quarterly business reviews, account plans, service delivery and revenue growth strategies, while renegotiating multi-year contracts and collaborating with internal teams to ensure targeted and substantive content solution delivery PROGRAM DIRECTOR, TalentWave: Denver, CO April 2016 - August 2017 TalentWave is the largest and most experienced Independent Workforce Engagement solutions provider. Their clients benefit from innovative technology, expertise and unmatched service to safely and effectively engage their independent workers. Responsible for relationship management of all internal specialists and external partners, process and program improvements, business compliance, monthly revenue results and new business development expansion within current client base. Managed a portfolio of 35+ global client programs including implementation, setup, daily management and projects Managed a program team of 10 specialists, ensuring best-in-class service to all clients, acting as an escalation point as needed Developed new initiatives, processes and programs both internally and externally, to ensure compliance, and support the strategic direction of the organization and clients

DIRECTOR OF CLIENT SERVICES, Carrier App Traffic: Denver, CO 2014 - 2016 Carrier App Traffic is a mobile performance advertising agency that delivers premium, curated app discovery programs to telecom carriers, device manufacturers, restaurants, out-of-home networks and more. Responsible for relationship management of all partners, weekly and monthly revenue production, new business development and partner qualification, and management of account managers, business development personnel and developers. Clients included Sprint, Boost Mobile, Virgin Mobile, Metro PCS, PayPal, Game Show Network, Shutterfly, RetailMeNot and more. Managed client relationships, implementation, training, and assisted with strategic business development, while directing teams in weekly revenue goals, client and company objectives

CLIENT DEVELOPMENT EXECUTIVE, Iron Mountain: Denver, CO 2010 - 2014 Iron Mountain Inc. (IRM) is a Records & Information Management company with $3.1B in revenues with more than 1000 facilities in 37 countries, serving more than 120,000 customers worldwide. Field Account Manager/Client Development Executive with responsibility for developing, retaining and growing revenue and client relationships via high-level contract negotiations, QBR’s, RFP’s and relationship management for 124 clients nationwide, exceeding $7M in revenue. 2011 Account Management Achievement Club Member, ranked #13 out of 250+ Account Managers Exceeded account revenue goal by 6% in 2010, by 4% in 2011, by 4% in 2012 and by 2% in 2013 Built, maintained and leveraged C-level client relationships to facilitate cross selling, up-selling and multi-year contract negotiations Including: government, healthcare, manufacturing, hospitality, construction, legal and non-profit organizations ACCOUNT MANAGER, Zed USA, Inc.: Denver, CO 2008 – 2010 Zed was the top global mobile company focused in Mobile Advertising with revenues of $5.3M and 1M employees in over 65 countries. Developed and expanded strategic client relationships for over 24 wireless carriers and partners, with a proven ability to increase sales and production, exceeding $40 million in revenue.

Drove client meetings, business development and programming recommendations, to increase revenue and ensure new product adoption across: Verizon Wireless, Sprint, AT&T, Boost Mobile, Cricket Wireless and Virgin Mobile Lead the creation, implementation and content distribution for the exclusive mobile partnership with the NBA, leading to the international launch of mobile content distribution, including the introduction of the first global mobile video content COMMUNITY RELATIONS COORDINATOR, Phoenix Suns: Phoenix, AZ 2006 – 2008 The Phoenix Suns are part of the National Basketball Association based in Phoenix, AZ with revenues of $136M and 260+ employees. Responsible for the collaboration, organization and execution of events aimed at increasing team and corporate community involvement. Coordinated 300+ annual events, and managed players, as part of the NBA Cares Program including: Make-A-Wish Foundation wish fulfillments, Toyota Reading and Learning Center dedications, Suns Annual Charity Gala and Southwest Airlines Trading Spaces Events ACCOUNT MANAGER, Phoenix Suns: Phoenix, AZ 2005 – 2006 Delivered exceptional account and customer service to season ticket holders, to increase account retention and revenue. INSIDE SALES ACCOUNT EXECUTIVE, Minnesota Timberwolves: Minneapolis, MN 2004 –2005 The Minnesota Timberwolves are part of the National Basketball Association based in Minneapolis, MN with revenues of $95M and 250+ employees.

EDUCATION & TRAINING

BACHELOR OF ARTS, BUSINESS ADMINISTRATION AND SPORTS MANAGEMENT - Coe College TECHNICAL PROFICIENCY

MS Office Suite, CRM (Sales Force), Asana Project Management, Oracle Financials, QuickBooks, Social / Professional media VOLUNTEER INVOLVEMENT

Animal Care Volunteer at Colorado Horse Rescue, ER Volunteer at Rose Medical Center, Teen Mentor for Colorado Youth at Risk, Elderly volunteer at Little Sisters of the Poor, Denver Food Bank and Adopt-a-Highway

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