Kristen Cain CCSM, M.S. APMP

About

At Responsive, my role as a Customer Success Manager has honed my expertise in fostering long-term loyalty and customer retention. With a focus on mid-market clients, our team has surpassed the net revenue retention goal by 3%, managing a portfolio worth over a million in annual recurring revenue. We have achieved this by cultivating trust through active listening and personalized communication. As an Onboarding Consultant, I collaborate with cross-functional teams to deliver bespoke customer experiences. My approach is proactive and customer-centric, leveraging strategic planning to contribute to Responsive's business growth. I am committed to continuous learning in SaaS and CRM tools, ensuring that the onboarding processes I oversee not only meet but exceed client expectations. Additionally, my experience in education as an Instruction Lead and Special Education Teacher has equipped me with strong leadership, compliance management, and individualized support skills, enriching my ability to cater to diverse needs.

Experience

• Onboarding Consultant · Responsive2023-11-01 – null
• Customer Success Manager · Responsive2022-02-01 – null

  Reduce customer churn by building long term loyalty and trust through active listening and communication. Manage a 60+ book of business of mid-market clients totaling 1.23 million ARR. Beat the NRR Goal of 90% by 3%. Partnered with cross functional teams including Sales, Marketing, Product, Professional Services, and Support to make a tailored experience for my customers.

• Tech Talent Sourcer · PNWIT Recruiting2021-12-01 – 2022-02-01
• Instruction Lead · Hampton City Schools2020-08-01 – 2022-02-01

  Effective Time Management: Proven ability to meet deadlines and compliance requirements by efficiently scheduling and organizing meetings and maintaining a well-managed calendar. Expert Guidance: Skilled in providing expert guidance to educators, equipping them with strategies and tools to support students with learning challenges, ensuring their individual needs are met. Compliance Management: Demonstrated capability in overseeing processes and assisting teams in understanding and adhering to academic standards and guidelines, ensuring proper enforcement. Individualized Support: Proficient in supervising the provision of specially designed instruction tailored to meet the unique needs of students with disabilities, fostering their educational progress. Resource Allocation: Skilled in allocating available resources effectively, ensuring fair distribution based on individual needs to support the success of both students and educators. Meeting Facilitation: Experienced in arranging and conducting IEP (Individualized Education Program) team meetings, fostering collaboration and creating comprehensive reports for counselors and parents. Leadership and Recognition: Recognized for leadership qualities and chosen among county teachers to participate in a prestigious leadership conference for Leaders in Education, highlighting strong leadership potential.

• Special Education Teacher · York County School Division2008-08-01 – 2020-08-01

  Leadership and Team Management: Successfully served as Chairperson of the Special Education department, demonstrating leadership skills in guiding and coordinating a team of professionals. As a behavior specialist/trainer, effectively provided training and support to educators, enabling them to effectively manage behavior problems in the classroom. Individualized Support: Proficient in servicing a diverse range of students with disabilities, helping them overcome learning difficulties and providing personalized support tailored to their unique needs. By leveraging a deep understanding of individual challenges, I fostered student growth and success. Training and Enablement: Skillfully trained teachers and assisted them in integrating behavior plans, equipping them with effective strategies to address behavior problems in the classroom. By providing comprehensive training, I enabled educators to create a positive and conducive learning environment. Performance Improvement: Consistently exceeded state guidelines by increasing the number of students with disabilities passing statewide testing. Through targeted interventions and support, I helped students achieve academic success, contributing to overall performance improvement.

Education

• McDaniel CollegeMaster of Science - MS, Special Education and Teaching
• McDaniel CollegeMaster's degree, null
• State University of New York at PlattsburghBachelor of Science - BS, Speech & Hearing

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