Kristin Vansant
Sr Customer Success Manager @FICO
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WORK HISTORY
Sr Customer Success Manager @FICO
I orchestrate a wide array of functions, spanning across sales and marketing, project management, professional services, training, and support. With a primary focus on ensuring customer success, profitability, and productivity, my responsibilities extend to driving new revenue opportunities and safeguarding baseline revenue. This multifaceted position allows me to play a pivotal role in creating value for both clients and the organization.Key points:1. Strategic Goal: Make customers profitable, productive, and successful to drive new revenue opportunities and protect baseline revenue.2. Alignment: Align with segments\' strategies to effectively meet customer needs.3. Collaboration: Work closely with Client Partners and Pre-Sales to strategize on presenting offerings effectively.4. Client-Facing Activities: Review all client-facing activities to ensure accuracy and relevance.5. Deal Management: Partner with Client Partners in managing deals, coordinate RFP responses, and handle change orders.6. Knowledge Transfer: Lead and manage the sales to Professional Services hand-off and knowledge transfer.7. Escalation Management: Manage escalations throughout implementation projects/all escalations for the client.8. Support Engagement: Engage with the product support team and clients to ensure awareness of support mechanisms, channels, and escalation procedures.9. Reporting: Provide reporting and status updates to customers regularly.10. Scorecard/QBR Process: Manage the customer scorecard process.
EDUCATION
University of Idaho
Bachelor's degree, Public Relations/Marketing
SKILLS
ABOUT KRISTIN VANSANT
As a Senior Customer Success Manager at FICO, my role encompasses a diverse set of functions, spanning sales, marketing, project management, professional services, training, and support. My overarching objective is to ensure the success of our customers, driving profitability, productivity, and new revenue opportunities while safeguarding baseline revenue.One of my strategic goals is to make customers profitable, productive, and successful, thereby contributing to the generation of new revenue opportunities and protecting baseline revenue. I align closely with segments\' strategies to effectively meet customer needs and collaborate with Client Partners and Pre-Sales to strategize on presenting offerings effectively. In my client-facing activities, I meticulously review all interactions to ensure accuracy and relevance.Deal management is a key aspect of my responsibilities, where I partner with Client Partners to manage deals, coordinate RFP responses, and handle change orders. I take charge of leading and managing the sales to Professional Services hand-off and knowledge transfer, ensuring a seamless transition. Escalation management is another critical dimension of my role, involving the handling of escalations throughout implementation projects and addressing all escalations for the client.Engaging with the product support team and clients, I ensure awareness of support mechanisms, channels, and escalation procedures to enhance support engagement. Regular reporting and status updates to customers, along with managing the customer scorecard process, contribute to maintaining transparency and accountability in our customer relationships. In essence, my role is to be the driving force behind customer success, ensuring a mutually beneficial partnership between our clients and the organization.
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