Kristen Reynolds
Head of Ai Strategy and Productivity @IBM
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WORK HISTORY
Head of Ai Strategy and Productivity @IBM
Raleigh-Durham-Chapel Hill, NC, US
Leader of the AI Strategy and Productivity Team at IBM-Apptio, transforming innovative AI technology to productivity gains for customers, partners, and internal teams. Responsible for driving productivity, product adoption, customer engagement, and value realization through innovative digital programs, enablement, and community initiatives- Architects and executes AI and digital strategy across the Customer Success organization, embedding intelligent workflows that scale team impact- Leads the IBM Apptio Community engagement strategy, cultivating peer-to-peer customer connections and positioning community as a cornerstone of retention- Designs digital customer experiences: training programs, webinars, and automated engagement journeys that accelerate product adoption and deepen relationships- Evaluates and champions AI-powered tools that enable CS staff to reduce friction and focus on high-value customer interactions- Builds and measures digital programs tied to customer health, sentiment, and renewal rates, translating data into continuous improvements.
EDUCATION
Radford University
BS, English, Technical and Business Writing
The George Washington University
Masters, Publishing and Business
SKILLS
ABOUT KRISTEN REYNOLDS
With 20 years in learning and 10 years in SaaS, Kristen is a passionate and customer-focused leader who designs and drives the global end-to-end learning strategies and programs that drive impact and revenue. She and her team collaborate with GTM functions to equip customers and partners with the content, resources, tools, and training they need to effectively use SaaS solutions to get things done. An innovative leader, Kristen received \"AI Mover and Shaker of the Year\" in 2023 from SalesHood by leveraging AI Coaching functionality to drive messaging consistency. She has a proven track record of building and leading high-performing teams, developing and implementing innovative and strategic initiatives, and managing and delivering impactful learning events and experiences. She is also a certified presenter, a customer success management expert, and a performance leadership graduate. She leverages her skills and credentials to create a culture of continuous learning, foster alignment and consistency, and drive revenue, performance, and customer success for SaaS organizations and their partners.
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