Kristin Glenfeldt
Boca Raton,DC
Summary
Highly-motivated and invested people manager with strong work ethic, adaptability, positive outlook and exceptional interpersonal skills. Driven by the idea that the "ease of doing business" enables customer success and directly impacts revenue target achievement. Adept at working within an international multicultural environment and advocating for continual improvement of the customer's experience.
Overview
24
24
years of professional experience
Work History
Director, Customer Success
Cirion Technologies
Miami
08.2006 - Current
- Developed content and programs to drive positive customer experience through customer success planning and customer engagement for regional Latin American/Caribbean and international customers in Wholesale, Indirect, Global Accounts & Hyperscaler channels
- Planned and implemented strategies to protect and grow revenue
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships
- Tracked NPS results and analyzed customer feedback data to identify customer experience gaps and implement improvement plans
- Conducted regular meetings with international colleagues and department heads to review progress on strategic initiatives
- Implemented systems for tracking progress on key initiatives or projects
- Collaborated with senior leadership to set long-term objectives for the company, including strategic and tactical implementation of mergers and separation requirements
- Prepared presentations for SLT and board meetings summarizing key developments within the company
- Recruited, trained, supervised, evaluated and mentored staff members located around the world, including individual contributors and people managers
- Managed international work team, financials and key performance indicators to reach objectives
- Cultivated and maintained relationships to promote positive work culture
Director of Customer Support GPP Program
Level 3
Miami
01.2005 - 07.2006
- Developed Global Partners Client Service program, including hiring and management of international CS team for lifecycle management of new white label Partner Program for strategic wholesale accounts
- Presented and facilitated program onboarding for 30+ customers in North America, Latin America, Asia, and Europe
- Coordinated internal interface agreements for customer success across department heads for contracting, order management, delivery, assurance and billing
Area Client Service Manager
Global Crossing/Level 3
Miami
06.2000 - 12.2004
- Managed customer lifecycle support for top enterprise and wholesale accounts in South Florida and the Americas
- Cultivated business partnerships to build lasting relationships with internal and external partners
- Promoted to management position from individual contributor
Education
Bachelor of Arts - International Relations & Spanish Language
University of California, Davis
Davis, CA06-1992
Skills
- Client Lifecycle Management
- Client Base Onboarding, Retention & Development
- Consultative and Relationship Selling
- Cross-Departmental Alignment
- Analytical Problem Solver
- Revenue Forecasting
- Staff Training and Development
- Interpersonal and Written Communication
- Team Leadership
Languages
English
First Language
Spanish
Proficient (C2)
C2
Portuguese
Intermediate (B1)
B1
Accomplishments
- Met Wholesale & Hyperscaler channel churn targets 2023
- Improved NPS YOY for international customer base 2023
- Led and completed $3.1 M customer billing migration initiative 2023
- Nominated to serve on corporate Culture Committee to transform Cirion Culture
Timeline
Director, Customer Success
Cirion Technologies
08.2006 - Current
Director of Customer Support GPP Program
Level 3
01.2005 - 07.2006
Area Client Service Manager
Global Crossing/Level 3
06.2000 - 12.2004
Bachelor of Arts - International Relations & Spanish Language
University of California, Davis
Educational Programs
- Programa de Desarrollo para Directores - ITBA (Instituto Tecnologico de Buenos Aires) 2023
- Programa Future Thinking - ITBA (Instituto Tecnologico de Buenos Aires) 2022
- Lean Applied to Business Processes - Haslam College of Business 2019
Educational Programs
- Programa de Desarrollo para Directores - ITBA (Instituto Tecnologico de Buenos Aires) 2023
- Programa Future Thinking - ITBA (Instituto Tecnologico de Buenos Aires) 2022
- Lean Applied to Business Processes - Haslam College of Business 2019
Educational Programs
- Programa de Desarrollo para Directores - ITBA (Instituto Tecnologico de Buenos Aires) 2023
- Programa Future Thinking - ITBA (Instituto Tecnologico de Buenos Aires) 2022
- Lean Applied to Business Processes - Haslam College of Business 2019
- Educational Abroad Program - 12 months University of Madrid, Spain 1990-1991
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