Kim Madler

Senior Director Customer Success and Support @Coldwell Banker

United States✔️ IT🧑‍🔬 EngineerProduct ManagerProject ManagerTech SupportComputer engineer

Kim Madler, Senior Director Customer Success and Support for enterprise software, SaaS, PaaS. I have successfully led a team dedicated to providing exceptional customer service and support. I have implemented strategies that improved customer satisfaction rates and reduced customer complaints significantly. I have also developed and executed several training programs to enhance the skills of the customer support team. My leadership has resulted in increased efficiency and productivity within all business units, contributing to the overall success of the company.

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Work Background

Coldwell Banker Surfcoast Realty Inc.Real Estate Broker Associate, General Manager

Apr. 2023Florida, United StatesSales and management of luxury ocean front property.

DataCore SoftwareSenior Director of Customer Success

Jun. 2022 - Nov. 2022End to end customer experience - driving new sales and retention with engineering and product teams. Building out CRM and ISO organization for upsell/cross sell. Global responsibility for customer support, pre/post-sales deployment and upgrades, renewals, and product engineering. CSAT team score of near perfect, award-winning team.

DataCore SoftwareSenior Director Of Engineering

Oct. 2021 - May. 2022Global responsibility for Customer Engineering and Customer Technical Support. C-level escalation management, upgrade/patch engineers, builds, deployments. Award winning technical support team.

Veritas Technologies LLCSenior Director Of Engineering

Jan. 2018 - Sep. 2020Santa Clara, California, United States• Building, motivating and leading high performant engineering teams of over 150 engineers across nine countries, with strong emphasis on team culture, bonding, inspiration and passion, to do all customer facing technical activities and software development for company portfolio. • Global customer and partner visits and presentations to forge alliances, strategic and tactical. Go to engineering lead for various speaking and keynote engagements within the customer, partner, industry and company. • Responsible for release readiness and execution regarding all aspects of product lifecycle release criteria, including developing best practices for top quality assurance and elite in class customer experience. • Exposure across various applications, technologies and domains including Compliance and Information Governance, Software Defined Storage, Backup and Recovery, Data Management and Movement, and CRM. • Women's diversity leader for 10+ years, hosted and prompted woman's initiatives, growth, mentoring and continued education along with charity and education outreach. Cultural and transition reform champion.

Veritas Technologies LLCDirector Of Engineering

Dec. 2014 - Dec. 2017Florida, United States• Implemented and practiced "One Team" culture for customer work across the company. • Deep collaboration with customers, tech support, partners, sales, engineering feature teams, and product management, forming long lasting customer relationship at all levels in the structure. • Built go- to team for any customer centric activity for Storage and Digital Compliance portfolio. Grew team across all geos to over 100+ engineers. • Introduced tighter integration best practices as well as new escalations processes, leading global cross functional product meetings to ensure awareness and priorities. Added additional functional remit to increase quality focus. • Spearheaded major overhaul of tool and reporting applications to better reflect the company needs from CEO level down.

Veritas Technologies LLCSenior Software Engineering Manager

Nov. 2011 - Nov. 2014Florida, United States• Expanded responsibility for global engineering escalations for entire Digital Compliance and Information Governance portfolio. • Grew team globally from six to 25 plus engineers adding four additional country sites. • Implemented process for new geos engineering customer escalations at all management levels, internal and external.

Embry-Riddle Aeronautical UniversityLecturer Department of Electrical Engineering and Computer Science

Jan. 2007 - Dec. 2017Daytona Beach, Florida, United StatesAdjunct lecturer for Master of Software Engineer process and project course. Over see master students across multiple engineering domains, focusing on process research, methodology and implementation for individual and team projects. Currently on hiatus due to relocation.