KIMBERLEY HALEY
Sales & Customer Success Leadership
I'm fortunate to have led teams across the entire customer journey including: Lead Gen SDRs, Solutions Engineering, Direct Sales and Customer Success functions. While leading Direct Sales , we doubled our logo growth through creative commercial strategies that secured long-term ARR.
I spent six years living and working in London supporting Fortune 500 customers all over the continent, building relationships, reaching a NRR of 103% and inspiring customer advocacy.
I'd love to share more about my passion for reaching Customer Advocacy by optimizing the entire buyer's journey. Some sample work below.
Sales & Customer Academies
I have built several certification programs for Customers and Sales teams for products and for market segments across various mediums including YouTube, LMS systems, traditional webinars and intensive bootcamps. This is an example of a certification that I built for the entire Sales organization to certify the Sales team to be industry-ready. I built the curriculum, the content, selected the LMS and wrote all of the quizzes and certifications. We had never had a consistent training program until this, which covered roles (Senior Banker, vs. Junior Banker) and product training.
The product portions of this Academy were then replicated for our Customer Enablement portal so that we could have a consistent approach to the training.
Territory, Account, Close Planning
Applying rigor throughout the Sales Process improves forecasting accuracy and identifies any holes that need to be addressed. In addition to leveraging sales tools like Gong and Clari for full visibility into multi-threading and typical BANT items, it is important to establish rigor around Account and Close plans. I can supply several working documents and can even automate within CRM if appropriate.
GTM Communications Plan
One of the easiest, fastest ways to ensure a Customer focused GTM organization is to streamline and simplify all of the internal messaging to your GTM teams. Here is a sample communications plan that my team implemented that increased the time GTM could spend with their customers by 10-20% (role dependent).
Learnings from this exercise: ensure only up to 3 mediums for GTM to rely on, get buy-in from all stakeholders (Product, Marketing, C-level, Engineering) and follow-through on consistency.