Keisha Bartrem

Director of Customer Success

Professional Overview
Keisha Bartrem is an accomplished customer success leader with extensive experience in the technology and travel industries. As the Director of Customer Success at Branch, she oversees a team dedicated to driving product adoption, ensuring client satisfaction, and maximizing long-term value for the company's growing customer base. With a proven track record of success in customer-facing roles, Keisha is adept at developing and implementing strategies that enhance the client experience and foster strong, collaborative partnerships.

Experience Summary

Current Role
As the Director of Customer Success at Branch, Keisha is responsible for managing a team of customer success professionals and leading strategic initiatives to improve customer engagement, retention, and advocacy. In this role, she has implemented data-driven processes to proactively identify and address customer needs, resulting in a 12% increase in customer satisfaction scores over the past year. Keisha also serves as a member of the Customer Advisory Board at Hark, providing valuable insights and contributing to the company's product roadmap.

Career Progression
Prior to her current role, Keisha held various customer success positions at Branch, starting as a Customer Success Representative and progressing to Senior Customer Success Manager. In these roles, she demonstrated exceptional problem-solving skills, consistently exceeded customer satisfaction targets, and spearheaded the implementation of a comprehensive onboarding program that improved product adoption by 20%. Before joining Branch, Keisha gained valuable experience in the travel industry, where she held roles in sales, customer service, and operations at Butterfield & Robinson Luxury Travel.

Academic Background
Keisha holds a Bachelor of Commerce degree from the University of Toronto, with a specialization in Marketing. During her time at the university, she was recognized for her academic excellence, earning a place on the Dean's List.

Areas of Expertise

• Customer success strategy and execution

• Client relationship management

• Data-driven decision making

• Cross-functional collaboration

• Process improvement and optimization

• Stakeholder engagement and communication

Professional Impact
Keisha's leadership and strategic vision have made a significant impact on the organizations she has served. At Branch, she has been instrumental in enhancing the company's customer experience, leading to a 15% increase in customer retention over the past two years. Keisha's contributions have also been recognized externally, as evidenced by her selection as a member of the Customer Advisory Board at Hark, where she provides valuable insights and helps shape the company's product roadmap.

Conclusion
With her extensive experience, strong leadership skills, and deep understanding of the customer success landscape, Keisha Bartrem is poised to continue driving meaningful impact in her role as Director of Customer Success at Branch. Her unwavering commitment to client satisfaction and her ability to foster collaborative partnerships make her a valuable asset to any organization seeking to enhance its customer-centric approach and achieve long-term growth.