Kristen Barbour

Certified in Disaster Cycle Services and providing intake, client care, and relief operations focused on damage assessment and aid delivery. Trained in culturally competent client communication to ensure dignified support during humanitarian responses.

Oversaw a $5M+ ARR strategic portfolio, reducing escalated ticket volume by 50% and improving CSAT by 30% through cross-functional orchestration and proactive escalation management. Drove upsell and renewal readiness via KPI-driven strategies and executive business reviews that secured C-suite sponsorship.

Drove 25% product adoption improvement and increased upsell pipeline by 20% through targeted training, QBRs, and data-backed executive presentations. Developed scalable Customer Success playbooks that boosted team productivity by 30% and produced referenceable client advocates.

Increased client retention by 50% by implementing a new engagement strategy and reduced escalations through cross-team collaboration. Led on-site QBRs and coached a 12-person service delivery team across 200+ accounts to improve adoption and delivery timeliness.

Improved client satisfaction by 25% and increased retention by 15% through proactive escalation management and continuous engagement initiatives. Championed customer-driven product enhancements that raised NPS from 6.2 to 8.7 and reduced recurring client issues.

Delivered 20% efficiency gains through process automation and ensured revenue integrity by managing media and production billings in alignment with contracts. Improved employee engagement by 80% via co-founding the culture committee and leading retention initiatives.

Activities and societies: Six Sigma Green Belt; Federal Security Clearance - Public Trust

Bachelor of Arts degree from The University of Texas at Austin.