Summary
Overview
Work History
Education
Skills
Street Credit
Timeline
Generic

Katie Snow

SK

Summary

Forward-thinking Senior Manager adept at building, scaling, and managing Customer Success, Support, and Onboarding teams. Skilled at leading direct reports at a variety of skill levels to accomplish challenging objectives and become a cohesive, high-performing team. Imparts clear vision to guide growth and dedication towards outstanding results.

Recruited as an Expert Mentor for 2 local tech incubators, supporting multiple high-growth start ups to evaluate efficiency and build strong foundations. Trusted advisor and mentor to founders and C-level contributors. Public speaker and workshop host with a dedication to high energy, connection, and fun along the way!

Overview

9
9
years of professional experience

Work History

Senior Manager, Customer Success

7shifts: Team Management for Restaurants
06.2021 - Current


  • Cast vision for a high-performing Customer Success team, leading the Manager of Customer Success, Team Leads of Customer Success, and Senior CSM’s.
  • Create and document customer journey playbooks for key milestones, cross-sell, and upsell opportunities.
  • Collaborate with Revenue Operations team on strategic alignment of quarterly KPI's and MRR targets.
  • Collaborate with Product, Product Marketing, and Sales to create integrated campaigns and document playbooks for key customer outreach touch-points.
  • Support ongoing team development, including recruiting, hiring, training, mentoring, and career pathing.
  • Ongoing support and improvement of strategic pipeline management to drive +130% target attainment across the team.

Manager, Customer Success & Onboarding

7shifts: Team Management for Restaurants
01.2021 - 06.2021
  • Scale a growing team of Customer Success Managers from 4 to 12 and support them in serving their growing portfolios (3000+ accounts / rep)
  • Hire, train, and mentor 5 Onboarding Managers who supported the implementation of all Mid-Market and Enterprise accounts
  • Define onboarding process from implementation to go-live, collaborating with Marketing for collateral.
  • Responsible for the forecasting and achievement of monthly MRR targets
  • Define segmented customer groups (SMB vs. MM) and update relevant playbooks for each group, such as QBR's and approach to product marketing outreach
  • Define supporting roles for the Customer Success team, including Solutions Consultant, CS Coordinator, and CS Enablement. Supported the hiring, training, and development of each respective role.


Manager, Customer Support

7shifts: Team Management for Restaurants
03.2018 - 01.2021
  • Scaled a team of Customer Support Reps and Technical Specialists from 3 to 12 contributors
  • Achieved 98% customer satisfaction and 99% SLA achievement
  • Implemented Zendek ticketing system and Guru for internal knowledge-sharing
  • Developed a QA process and enabled the team through regular training sessions to improve customer satisfaction and reduce escalations

Consultant: Customer Success

Techless
09.2021 - 02.2022
  • Held the position of Director, Customer Success on a contractual basis
  • Developed the department from ground zero, beginning with the first hire and baseline processes
  • Implemented Zendesk, Grasshopper, Guru, Slack, 1Password
  • Documented all core SLA's and KPI's
  • Increased customer satisfaction from 55% to 98% within 2 months, and maintained through the duration of my contract

Local Store Marketing Manager

Rock Creek Tap & Grill
09.2015 - 01.2019
  • Responsible for building and maintaining strong community partnerships
  • Perform general marketing consultations and strategy sessions with key local partners
  • Evaluate and manage donation and volunteer requests
  • Public speaking on behalf of the franchise group at key hospitality alliance events

Education

Health Studies

University of Saskatchewan
Saskatoon, SK

CCSM Certification - in Progress

SucessCOACHING

Skills

  • Shoulder-to-shoulder Empathetic Leadership
  • Data-Driven Decision-Making
  • Sales Channel Analytics
  • Influencing and Negotiating
  • Performance Tracking and Evaluations

Street Credit

LinkedIn recommendation from a former team leader during my time as Consulting Director at an early stage start-up:

"Katie is a legend. One of the best communicators I’ve met, she’s a gifted motivator and educator. She loves to connect individual purpose to where you’re headed professionally. She brings extensive knowledge to bear on any situation. If she doesn’t have an answer, she’ll dive deep to get it.

Katie is an outstanding manager. She thinks strategically when building systems and has great intuitive for helping her team overcome roadblocks to success. She works hard to set her team up for immediate and long-term success. I hope we have the opportunity to work together again in the future!"

Timeline

Consultant: Customer Success

Techless
09.2021 - 02.2022

Senior Manager, Customer Success

7shifts: Team Management for Restaurants
06.2021 - Current

Manager, Customer Success & Onboarding

7shifts: Team Management for Restaurants
01.2021 - 06.2021

Manager, Customer Support

7shifts: Team Management for Restaurants
03.2018 - 01.2021

Local Store Marketing Manager

Rock Creek Tap & Grill
09.2015 - 01.2019

Health Studies

University of Saskatchewan

CCSM Certification - in Progress

SucessCOACHING
Katie Snow