This video introduces the Explore Your Path Portal, the University of San Francisco’s flagship customer education platform used to onboard students exploring majors and careers. I collaboratively designed, launched, and promoted Explore Your Path web-based customer education platform using Drupal using a Design Theory process and support from a student advisory board and staff committee. …
Author: Kimberly Renee Knowles
Certified Customer Success Manager and RecastSuccess Graduate with 15+ years client-facing experience retaining caseload of 625 higher education students as strategic advisor, program director, and multi-functional collaborator. Ex-Procter & Gamble market researcher and innovator in digital, scaled, and tech-touch customer success, leveraging artificial intelligence, Salesforce CRM, and consumer insights to deliver a highly personalized customer journey. Mom, dancer, and online karaoke singer in my spare time!
Quarterly Business Review Sample Presentation RecastSuccess CSM Fundamentals
This was a Quarterly Business Review presentation I did as part of the RecastSuccess Customer Success Management certification program I completed in March 2023. In preparation for this QBR, I analyzed fake data on the progress of a change management initiative for a company called Customer Orange and prepared this presentation deck: https://drive.google.com/file/d/1zpPT… In the video, …
Educause 2023 Report – The Future of #EdTech
I was blessed to attend the EDUCAUSE annual conference in #Chicago on October 10, 2023, and the people I met sold me on the possibilities of working in the #HigherEd#EdTech space! So many #vendors and #universities are realizing that… Data Integration ▶ Improved Student Analytics ▶ Personalization ▶ An Improved Student Experience ▶ Student Success, Engagement & Retention Students are used to #personalization from Amazon, The Coca-Cola Company, …
7 Steps for Effective Problem Solving – 10/3/2023
I de-escalate and solve problems EVERY DAY. Here are a few from just this week:💥A student is overwhelmed by mental/physical health issues, work hours, and a break-up. They are behind but can’t afford to drop classes💥 An essential software platform is not integrating with Google Calendar and Single-Sign-On.💥My husband had court and couldn’t find his …
Testimonial Video Kimberly Renee Knowles Interviewing Mari Glaza for RecastSuccess CSM Fundamentals
In this video, I interviewed fellow RecastSuccess classmate, Mari Glaza, to obtain content for a sample testimonial video. This was part of an assignment for the RecastSuccess Customer Success Certification that I completed in March 2023.
AI-Assisted CASA Student Retention Proposal for University of San Francisco
My final project for a Kellogg School of Management Executive Ed course on Generative AI: Executive Strategies to Unlock Enterprise Value. This proposal proposes ideas for enhancing student success and retention at USF and other universities using AI tools and data integration. Note – the AI Canvas used is a proprietary Kellogg School of Management …
Engaging At-Risk Students Through Both Reactive and Proactive Means (Change Management / Retention)
This is the slide deck from a presentation I gave in 2011 at a NACADA National Conference conference on the programs and playbooks that I created for the University of San Francisco School of Management to reduce churn and increase student engagement in the five years that I was there after being brought in as Retention and Matriculation Advisor.
