Kathryn Prudence
Calgary,AB
Summary
Dedicated and results-driven people leader with over 11 years of experience in SaaS industry, boasting a proven track record of success. Specializing in building and guiding global teams of pre-sales product specialists to propel customer growth. Recognized for a collaborative and servant leadership approach, committed to ensuring customer success and satisfaction at every stage of the client journey. Proficient in coaching and mentoring teams to deliver impactful demos and offering strategic guidance in cross-functional collaboration.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager, Solutions Engineering
Absorb Software
Calgary, AB
07.2022 - Current
- Directed and empowered a remote team of 20 pre-sales specialists across regions, supporting Account Executives in new business acquisition as product experts.
- Initiated coaching and mentorship programs, fostering a culture of excellence that led to value-driven demonstrations and seamless buyer support.
- Utilized data analysis techniques in Salesforce and Gong to extract actionable insights.
- Championed a solutions-first customer service approach, guiding clients in their Learning Management Software (LMS) solution discovery.
- Led strategic organizational transformations, navigating leadership transitions, bonus restructuring, and sales methodology changes.
- Prioritized transparent communication and inclusivity, engaging team members in decision-making processes.
- Collaborated closely with product teams to align features with customer requirements. Coordinated cross-functional efforts for successful product launches.
- Mediated employee conflicts and facilitated resolutions.
- Conducted regular one-on-one meetings to review performance and provide feedback.
- Produced accurate and timely reports for senior leadership.
Team Lead, Solutions Engineering
Absorb Software
Calgary, AB
11.2018 - 06.2022
- Established as a founding member of the Solution Engineering team, contributing to its inception and growth.
- Delivered personalized client demos online and onsite, offering comprehensive insights into product capabilities and value propositions.
- Implemented automated task workflows in Salesforce and Chili Piper, optimizing lead management and scheduling.
- Developed documentation for new processes and protocols, ensuring clarity and consistency in team operations.
- Facilitated onboarding and training of new team members, equipping them for success in their roles.
- Contributed to building a high-performing team by conducting interviews and defining essential competencies.
- Fostered a positive and inclusive team culture, promoting diversity, collaboration, and mutual respect.
- Empowered team members to leverage their strengths and creativity, encouraging active contribution to team objectives.
- Provided support to sales teams in understanding and communicating the value proposition of new features.
Customer Success Manager
Absorb Software
07.2016 - 11.2018
- Managed the success initiatives for a portfolio of clients from small businesses to enterprise-level clients, including Johnson & Johnson, Twitter, and Airbnb, to optimize their utilization of our Learning Management Software (LMS) and maximize feature adoption.
- Collaborated seamlessly with the account management team to proactively prevent churn and spearhead product innovation initiatives, leveraging valuable client feedback to drive continuous improvement and evolution.
- Acted as an advocate for the customer, ensuring that any issue or concern raised was addressed promptly and effectively to ensure customer satisfaction, which resulted in many of my clients giving Absorb a high NPS score.
Implementation Project Manager
Absorb Software
Calgary, AB
01.2014 - 07.2016
- Orchestrated the seamless onboarding process for over 100 new clients, meticulously ensuring training for client's to see an immediate return on investment
- Managed intricate third-party integrations, ensuring smooth and efficient project execution.
- Coordinated resources across multiple departments to ensure smooth delivery of client projects on time.
- Facilitated the transition of clients from legacy versions of our product to modern iterations, overseeing the process to guarantee uninterrupted service and high levels of client satisfaction.
Technical Support Specialist
Absorb Software
11.2012 - 12.2013
- Provided prompt and courteous first-line support to administrator users of AbsorbLMS, always ensuring exceptional quality and customer satisfaction
- Demonstrated adept problem-solving skills by troubleshooting and resolving various technical issues reported by clients, ensuring minimal disruption to their operations
- Authored a series of informative FAQ articles and Support Guides for our self-serve help desk platform, empowering users to resolve common issues independently and enhancing overall customer experience.
AdPerfect - Online Support
Calgary Herald
Calgary, AB
10.2009 - 11.2012
- Provided technical assistance to customers via phone, email, and live chat.
- Assisted customers with online account setup and troubleshooting issues.
- Reviewed, proofread and corrected content of online advertisement for accuracy of grammar, spelling, punctuation, syntax and formatting for publishing.
Education
Bachelor of Arts - Art History
University of Calgary
Calgary, AB11-2009
Semester Abroad - Political Science And History
Sciences Po
Paris, France07-2008
French - Language Bursary Program
Université De Montréal
Montreal, QC08-2007
Skills
- Leadership and Team Building
- Project Management
- Value Led Demo Techniques
- Cross-functional team management and collaboration
- Customer Relationship Management
- Data Analysis For Strategic Decision Making
Certification
Project Management Professional (PMP)
Project Management Extension Certificate
Public Relations Extension Certificate
Affiliations
- Passionate about reading anything historical fiction or leadership, with a keen interest in continuous learning and personal growth. Enthusiastic participant in singing and piano lessons, fostering a creative outlet and dedication to skill development. Actively engage in group workouts with like-minded individuals, promoting a healthy and supportive environment. Dedicated parent who values quality time with my young children, often found exploring playgrounds or enjoying educational experiences at the science center.
References
References available upon request.
Timeline
Manager, Solutions Engineering
Absorb Software
07.2022 - Current
Team Lead, Solutions Engineering
Absorb Software
11.2018 - 06.2022
Customer Success Manager
Absorb Software
07.2016 - 11.2018
Implementation Project Manager
Absorb Software
01.2014 - 07.2016
Technical Support Specialist
Absorb Software
11.2012 - 12.2013
AdPerfect - Online Support
Calgary Herald
10.2009 - 11.2012
Bachelor of Arts - Art History
University of Calgary
Semester Abroad - Political Science And History
Sciences Po
French - Language Bursary Program
Université De Montréal
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