Senior Customer Success & Support Leader

KAREN DOHRMANN

San Francisco Bay Area, CA *************@*****.*** 925-***-**** LinkedIn: linkedin.com/in/karen-dohrmann

Customer Care & Client Success Leader

Senior Customer Success / Support Manager with 20 years of recognition for client advocacy, operational excellence, and team empowerment. Strong background in SaaS, IT support, Microsoft Office 365, and workflow optimization. Known for elevating customer satisfaction, improving KPIs, and developing high-performing support and training teams.

Core Competencies

Customer Success Leadership

Client Advocacy & Escalation Management

Team Coaching & Development

Process Improvement & Workflow Optimization

Public Speaking & Training Delivery

KPIs & Performance Monitoring

Agile Collaboration

Project Management

Business Intelligence & Reporting (Birst, BI Tools)

ERP, CRM, SCM Systems

Analytical & Critical Thinking

Active Listening & Customer Engagement

Documentation & Materials Management

Professional Experience

Planned Sabbatical — Brentwood, CA (2023–Present)

Paused professional career for family commitments and now returning with renewed focus and long-term commitment to customer excellence.

Monitor customer interactions, feedback, and complaints to identify improvement areas.

Analyze service processes to streamline workflows and remove inefficiencies.

Establish and measure KPIs (response times, resolution rates, satisfaction scores).

Provide coaching and performance feedback to customer-facing teams.

Develop and deliver training on product knowledge, service techniques, problem-solving, and conflict resolution.

Manage escalations, collaborating cross-functionally to recover risk accounts.

Infor (US) LLC — Oakland, CA (2011–2023)

Global Support Hub Manager, Global Services SaaS (2012–2023)

Senior Client Services Specialist (2011–2012)

Accomplishments:

Created interview frameworks that reduced hiring time and costs by 50%.

Improved team productivity and retention to 95% by expanding team capacity.

Developed 6 customer IT training specialists; promoted 3 within one year.

Reduced issue resolution time by 50% through team knowledge-sharing processes.

Elevated CSAT to 90% and consistently met SLA goals.

Resolved ~20 escalations monthly with 100% positive feedback.

Achieved a 4.8/5 satisfaction score through survey monitoring and process refinement.

Established KPIs to measure loyalty, satisfaction, and advocacy; provided insights to senior leadership.

Mastered global supply chain concepts; achieved 100% SLA compliance within first year.

Provided Birst reporting and analytics to optimize team and customer outcomes.

CMG Mortgage Insurance (2010–2011)

Claims Specialist

Processed insurance claims with accuracy and timeliness.

Investigated, evaluated, and settled claims following policy guidelines.

Conducted reviews to determine payout validity and amounts.

PMI Mortgage Insurance (2002–2009)

User Acceptance Tester (2003–2009)

Managed UAT for business systems from initiation to release.

Created comprehensive test scripts and defined testing strategy and scope.

Prioritized software defects and recommendations.

Policy Servicing Supervisor (2002–2003)

Led customer support staff ensuring timely claims processing.

Trained teams on policies, procedures, and service best practices.

Managed workload prioritization to maximize productivity and service quality.

Premenos Technology Corp./Harbinger — Concord, CA (1995–2000)

Customer Care Account Manager (2000–2002)

Launched new customer-focused service role to enhance support efficiency.

Improved customer satisfaction and solution delivery across implementations.

Technical Support Manager (1995–2000)

Led 30-member technical support team serving 4,000 global clients with $13M annual revenue.

Built and managed tiered support structure including escalation pathways.

Achieved top departmental technical survey rankings.

Education & Certifications

Bachelor of Arts, Psychology — California State University, East Bay

Problem-Solving & Decision-Making (Kepner-Tregoe)

Premenos Certifications: Acceptance Testing, Unified Process Fundamentals

EDI Standards (ANSI X12, EDIFACT, XML)

ISO 90001 Quality Standard

Certified Trainer — Point-of-Sale Systems

Mortgage Industry Experience (PMI/CMG)

Supply Chain Management / Cloud SaaS Coursework — Infor

Technical Proficiencies

EDI

XML

AS400 Trusted Link

SAP

Microsoft 365

Teams

OneNote

SharePoint

Dynamics

Salesforce

Skype

Zoom

SaaS

Slack

Bugzilla

8x8

Google Meet

Jira

BI Reporting Tools

Community Stewardship

Habitat for Humanity (2010) — Volunteer House Builder

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