Lead SaaS Customer Training & Onboarding

Kimberly Holden

**********@*****.*** 813-***-****

Tampa, FL, 34639

Lead Customer Software Trainer

7+ years of experience in customer onboarding and implementation with deep expertise in SaaS software training. Advocate for client operations support, business development, sales, and program management. Passionate about managing projects, meeting deadlines and driving customer relationship management from beginning to end of the onboarding process to achieve long-term success. Salesforce WebEx Zoom G-Suite SAP Concur Microsoft Office Eloqua GainSight SuperLibra Netsuite Training Business Development Customer Relationship Management Program Management Professional Experience

Verizon Connect

Lead Customer Training Delivery Specialist - Tampa, FL 2019 – 2025 Deliver SaaS training through onsite deliveries and online formats to enterprise and government customers.

• Served as the Subject Matter Expert (SME) for all three SaaS products.

• Develop strong relationships as the primary point of contact with clients through consistent and organized follow up.

• Implement customized onboarding process.

•Develop and deliver customized training sessions for new and existing clients.

•Mentor and support team members as well as new hire employees through E-Learning.

• Collaborate closely with AE’s/CSM’s, cross-functional stakeholders, subject matter experts, Engineering and Enablement business partners to ensure high-quality learning experiences for our clients.

• Engage with key decision makers in order to identify critical gaps and create success metrics.

• Consistently attained key metrics 100% Net Promoter Score (NPS), resulting in customer adoption and revenue for the business.

Analyst-Sales Ops & Enablement – Tampa, FL 2018 – 2019 Involved at inception of the contract life cycle: Negotiation, Pricing Approvals, Compliance, Legalities

(Addendums/Amendments) while managing the contract through the implementation and retention cycle.

• Review, audit, approve, amend or deny all orders/contracts/amendments/addendums.

• Enforced regulations and compliance to ensure the focus of each cross functional department to deliver their objectives.

• Worked with internal and external customers,legal team, contract managers, facilitators and database managers.

• Safeguarded the integrity of the data from lead to sit to sale recognition and acceptance at “sale confirmed” / execution of the order.

Verizon Wireless – Tampa,FL 1997 - 2018

• Retail Store Operations Manager handling inventory and merchandise refresh

• Scheduled and delivered In store training classes for customers

• Maintained various positions in specialty departments from escalations, retention and winback with information on customer needs and followed through with resolution on service, product, and billing issues,

as needed.

• Held Top Sales position on up sales and promotional contests United States Air Force 1988-1992

Law Enforcement Specialist

Awards

Recipient of “Q3 Ovation Award” for Q3 2021 for 100% Net Promoter Score (NPS) Recipient of “Being a 10” Award for August 2021

Recipient of Spotlight Award for August 2020, October 2020, May 2021 and February 2021 Recipient of Executive Aspire Award for 98% Customer Satisfaction Score in 2020 Recipient of Aspire Premier Award for top performance in September 2019 Recipient of highest Customer Satisfaction Score for 2019 Third Quarter, 89% Recipient of Aspire Spotlight Award for top performance in January 2019

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