Kelsey Higginbotham

Experience

1. Vice President of Customer Operations

   Inn-Flow

   Mar 2017 — Present · Cary, NC, US

   VP of Customer Operations• Lead and mentor the Customer Success Team to drive client retention, satisfaction, and long-term value realization• Develop and execute strategies that enhance the customer journey• Analyze client health metrics and usage data to identify risks, opportunities, and actionable insights• Collaborate cross-functionally with Implementation, Support, and Product teams to ensure a seamless client experience• Conduct regular business reviews with key clients to assess goals, share performance insights, and reinforce partnerships• Create scalable processes, playbooks, and training materials to improve efficiency and consistency across the team• Oversee client communications, ensuring proactive engagement and effective resolution of escalations• Drive adoption of new product features by aligning customer needs with software capabilities• Track and report key performance indicators (NPS, health scores, churn, etc.) to leadership• Champion the “Voice of the Customer” in company strategy sessions, advocating for enhancements that improve client outcomesVP of Client Services (prior role)• Oversee Implementation, Customer Support, Bookkeeping and Payroll Services Teams• Conduct weekly NPS meetings and analyze results• Lead Client Check-In calls, create PowerPoint on client history and company future• Attend Quarterly Board Meetings, present on Implementation, Training, Bookkeeping and Payroll Services• Analyze monthly Support data – tickets, chats, satisfaction ratings• Conduct monthly billing updates and audit• Create trainings and articles on new enhancements• Implement and train new clients on how to utilize the software• Use my vast knowledge of accounting and hotel operations to educate clients on operational improvements• Monitor all clients’ implementation status to ensure they are success• Participate in feedback discussions to rollout software improvements

Education

• Virginia Tech

  Bachelor's degree, Hospitality Administration/Management

Skills

• Internal Controls
• Reservation
• Microsoft Office
• Front Office
• Onq
• Team Building
• Banking
• Customer Service
• Accounts Payable
• Powerpoint
• Microsoft Excel
• Cash Management
• Yield Management
• Food
• Invoicing
• Bank Reconciliation
• Hotel Management
• Food
• Hospitality Industry
• Financial Reporting
• Financial Analysis
• Human Resources
• Payroll
• Training
• Outlook
• Restaurants
• Hotel Booking
• Lodging
• Accounting
• Hotels
• Cash Flow Forecasting
• Account Reconciliation
• Microsoft Word
• Financial Accounting
• Micros
• Rooms Division
• Journal Entries
• Hiring
• Cash Flow
• Employee Training