Katie Mollman
St Louis,MO
Summary
Motivated Customer Success Engineer well-versed in building productive relationships, resolving complex issues and winning customer loyalty. Brings 6 year background maintaining customer satisfaction and contributing to company success with a proven track record of driving client satisfaction through strategic problem-solving, technical expertise, and effective communication. Adept at identifying customer needs, providing tailored solutions, and ensuring seamless product integration. Seeking to contribute customer-centric skills and technical acumen in a dynamic and growth-oriented environment.
Overview
6
6
years of professional experience
Work History
Principal Customer Success Engineer
OpenGov Inc
12.2022 - Current
- Manage 102 accounts, driving $8 million in ARR and handling 30+ customer engagements simultaneously
- Serve on Product Advisory Board, delivering impactful presentations, and organizing user groups and conferences
- Spearheaded initiative to improve processes and documentation more than doubling the efficiency of the team
- Document success plans, conduct current state analysis, and act as an SME for the Permitting & Licensing suite
- Develop scalable metrics, stay informed on industry trends, and demonstrate acute business acumen.
Director of Customer Success Engineering & Support
Balto Software
04.2022 - 12.2022
- Led 7-person customer support team, maintaining 100% CSAT score and exceeding targets for response and resolution times
- Built scalable processes, optimized Datadog dashboard, and ensured cross-departmental efficiency
- Developed team members into high-performing leaders with focus on strategic communication.
- Led cross-functional teams in design and execution of customer success initiatives, resulting in higher client satisfaction scores.
Customer Success Engineer / Solutions Architect
Balto Software
01.2022 - 04.2022
- Served as liaison between departments, managed escalations, and proposed requirements for new tools
- Led development of Integration/Quality Health Score Dashboards, identified troubleshooting best practices, and maintained knowledge base causing double in efficiency of team
Senior Implementation Manager
Balto Software
05.2021 - 01.2022
- Doubled efficiency, spearheaded initiatives to improve internal systems, and partnered with enterprise businesses
- Served as SME, led team education initiatives, and managed technical implementations.
Director of Technical Support and Client
Florida Probe Corporation
07.2018 - 05.2021
- Developed and led 4-person IT/Client Relations team, built department from ground up, and streamlined
- IT support activities
- Researched and implemented software improvements, including automatic software update system.
Education
Bachelor of Science - BS - SQL Database Management, Computer Science
University of Missouri
St. Louis, MOSkills
- Customer Retention Strategies & CRM
- Cross-functional Team Leadership
- Process Improvement
- Enterprise Project Management
- Change Management
- Data Analysis
- API Implementation & Management
- Salesforce, Gainsight, Asana, Jira, Confluence
- ProductBoard, Zendesk, Datadog, SQL & ORM
- VMWare, Network/Firewall Troubleshooting, SSO/SAML
Accomplishments
- Rising Star Customer Success Engineer - OpenGov 2024
- Employee of the Year - Balto 2022
- Volunteer Study Group Leader - Technical Support Track - Rung for Women
Timeline
Principal Customer Success Engineer
OpenGov Inc
12.2022 - Current
Director of Customer Success Engineering & Support
Balto Software
04.2022 - 12.2022
Customer Success Engineer / Solutions Architect
Balto Software
01.2022 - 04.2022
Senior Implementation Manager
Balto Software
05.2021 - 01.2022
Director of Technical Support and Client
Florida Probe Corporation
07.2018 - 05.2021
Bachelor of Science - BS - SQL Database Management, Computer Science
University of Missouri
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