Kathy Greeno

About Kathy Greeno

Strategic and results-driven Director of Customer Success with 20+ years in the customer…

Experience

1. Director of Customer Success

   Press Ganey

   Mar 2020 — Present · Toledo, OH, US

   Lead and grow the company’s largest book of business ($15M), achieving 110% of quota and maintaining 100% client retention with 10% YoY growth through quarterly account plans and weekly revenue growth reports.Manage a global portfolio of 50 clients across North America, South America, Europe, and APAC, specializing for the largest automotive clients in the world - General Motors, Ford, Chrysler, and Nissan/Infiniti.Drive expansion opportunities and revenue growth, including $1.25M in additional ACV through strategic upsell and cross-sell initiatives with energy clients such as NRG and San Diego Gas and Electric.Oversee a team of 4 Customer Success Managers, mentoring managers on project management, strategic operations, forecasting, and renewals via Salesforce. Clients include La-Z-Boy, T-Mobile, BMW, Subaru, Honda, and American Family.Collaborate with 6 Sales Directors to identify growth opportunities and scale program footprints with new product and service offerings, expanding programs for GM ($2M ARR) and Nissan ($375K ARR).Championed AI-powered solutions for reputation management and CX, which led La-Z-Boy\'s C-suite to leverage insights, resulting in a 10% boost in customer satisfaction scores.Direct cross-functional teams to migrate clients and users to new SaaS technologies and deliver enhanced customer experiences. Reduces the number of files processed from 150 a week to 20.Presented actionable customer journey insights during quarterly business reviews; influenced the launch of 3 new customer-centric initiatives and improved customer retention rates by 12% within six months.Cultivate long-term client relationships at 2 Fortune 100 clients through regular in-person and virtual strategic planning sessions—growth of 10% YoY on both accounts.Effective contract negotiation with GM purchasing, including a 5-year commitment term, upfront annual billing, and a 3% year-over-year price uplift.

Education

• Bowling Green State University

  Bachelor of Science (BS)

  1991 — 1995

Skills

• Quantitative Research
• Marketing Research
• Segmentation
• Survey Design
• Focus Groups
• Market Research
• Team Leadership
• Customer Insight
• Analytics
• Management
• Competitive Intelligence
• Marketing Strategy
• Project Management
• New Business Development
• Competitive Analysis
• Primary Research