James Kim

About James Kim

As a forward-thinking Technical Support Leader and Strategist, I bring hands-on and strategic expertise in visioning, building, and scaling support operations globally and within fast-paced organizations. I offer 18+ years of experience across technical support, customer escalation, and customer success with a focus on operational efficiency, customer retention and renewals, and cost-savings. As a recognized leader, I step in to provide key insight and drive decisions related to business planning and technical initiatives. Selected Achievements:• Built a Technical Support team from the ground up, which included (1) creating the tier structure: Tier 1, 2, and 3 (2) a training process and (3) support structure and process.• Helped build and initiated the Red Account process, bringing all account issues to C-level executives, key stakeholders, and managers across Product, Success, Sales, and Partner teams -Resulted in more account renewals versus attrition, increased average order value (AOV), and a cost savings of $3M in potential attrition in 2019.• Guided mobile team in successfully closing complex mobile cases with a focus on daily closure rate and Customer Satisfaction Survey - Consistently met or exceeded key metrics and goals related to mobile team performance.• Ran weekly Red Account calls for both EMEA and AMER Regions.• Championed for proper Support team training to improve technical knowledge and ability to resolve issues quickly.• Language Skills: Fluent in English and Korean; Conversational in Japanese and Spanish.• Holds a BA degree from UC Santa Cruz and Certification in Project Management from UC Berkeley.

Experience

1. Manager, Technical Account Team

   Tipalti

   Dec 2020 — Present · San Mateo, CA, US

   Team Creation and Leadership: Founded and developed the Technical Account Management team from the ground up. Successfully built a dynamic team dedicated to supporting our VIP and high-touch customers, ensuring they receive top-tier service and attention.Enhancing Customer Onboarding: Led initiatives to streamline and improve the onboarding process for new clients, resulting in a more efficient and engaging customer experience.Global Operations Expansion: Played a pivotal role in extending our operations across multiple regions, enabling the company to better serve a global customer base and enhance international collaboration.Proactive Customer Success Management: Actively engaged with VIP and most important customers to ensure their success, employing strategic interventions and personalized solutions to address their unique challenges and goals. This proactive approach resulted in enhanced customer satisfaction and loyalty.Proactive Customer Care: Implemented proactive strategies and systems to anticipate and address customer needs, significantly improving satisfaction levels and fostering long-term relationships.Team Leadership: Demonstrated strong leadership capabilities by mentoring team members, fostering a collaborative team environment, and driving continuous improvement in customer service practices.

Education

• University of California, Berkeley

  Certificate Program in Project Management

  2001 — 2002

• University of California, Santa Cruz

  Economics and Literature

  1990 — 1994