In a world obsessed with connections, from fast streaming services, to building personal networks, to even connected cities and homes, it is the personal connections that matter the most – that is why we are proud to introduce KORE Connections. This new forum is a Q&A series where our thought leaders and innovators can share their perspectives on life, innovations and business which could help you in building your own connections.
Introducing:
Kristen McInerney serves as the Director of Customer Success for KORE. She joined the KORE team back in 2018 as an Account Manager where she managed nearly 500 accounts worldwide, helping customers grow and develop. While in this position, she noticed a gap in need of closing between the KORE team and clients. Kristen was hired as the first Customer Success Manager and assisted in growing the customer success department into what it is today. She now acts as a voice of advocacy for customers and companies.
Q: What is your team working on right now?
A: My team has recently launched KORE’s annual NPS (Net Promoter Score) survey. This survey acts as a great way for our team to receive feedback from customers and make sure their voices are heard. Our customers’ input helps us to enrich the customer experience. We take this insight very seriously to exceed the commitments to our customers. Our leadership team utilises the feedback from the survey to help define improvement opportunities and continue focus on where we are doing well.
Q: What’s something you’re proud of?
A: In my work life, something I’m proud of is our new customer onboarding experience. We always want to ensure our customers receive the most value out of their onboarding and this opportunity gives them a hands-on approach to new information. Of course, our customers are always given the option to pick what is best for them – whether that is reading material or onboarding videos – we want to make sure they have a preference.
In my personal life, something I’m proud of is being a first-time mom. I have a 7-month-old daughter and being able to balance my work life and mom life is challenging, but so rewarding!
Q: What’s the next place on your travel list and why?
A: My husband and I are traveling to Greece next summer! He works for Salesforce and recently won a sales trip to Hawaii; however, the trip happened to fall when my daughter was born, so we received a credit instead – so we rescheduled and chose Greece!
Q: What’s your favorite thing to do on the weekends?
A: I love anything to do with being outside. Going on walks, trying new breweries or wineries, and just being with family makes me the happiest.
Q: How would your 10-year-old self react to what you do now and what would you say to her now?
A: First – I think she would ask, “What is customer success?! I wanted to be a dolphin trainer!” Then she would be very proud of where I am today. I think she would be proud of the confidence I have gained. I feel empowered to advocate for myself, my team, and our customers.
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