Kiley Henner

Senior Director of Customer Experience

Professional Overview

Kiley Henner is a seasoned customer experience leader with over 15 years of experience in the audio technology industry. As the Senior Director of Customer Experience at Biamp Systems, she oversees the development and implementation of innovative customer-centric strategies that drive organizational growth and client satisfaction.

Experience Summary

Current Role

In her current role at Biamp Systems, Kiley is responsible for managing a team of customer experience professionals and leading the execution of comprehensive customer service and support initiatives. Her expertise encompasses a deep understanding of client needs, as well as the ability to translate those insights into tangible solutions that enhance the overall customer journey. Under her leadership, Biamp has consistently maintained high customer satisfaction rates and expanded its client base.

Career Progression

Prior to her current position, Kiley served as the Application Engineering and Training Manager at Biamp Systems, where she played a crucial role in developing and delivering comprehensive training programs for the company's product portfolio. Her in-depth technical knowledge and strong communication skills enabled her to effectively bridge the gap between engineering and customer support, ensuring seamless product implementation and user satisfaction. Earlier in her career, Kiley worked as a Technical Support Engineer at TOA Electronics, Inc., further honing her abilities to address customer issues and provide exceptional support.

Academic Background

Kiley holds a Bachelor of Science degree in Electrical Engineering from Oregon State University, where she graduated with distinction. Her specialized knowledge in audio engineering and technical systems has been instrumental in shaping her career trajectory and enabling her to drive innovative customer-centric solutions.

Areas of Expertise

• Customer experience strategy and implementation

• Omnichannel support and service delivery

• Technical product knowledge and training

• Team leadership and collaboration

• Data-driven decision-making and continuous improvement

Professional Impact

Under Kiley's leadership, Biamp Systems has consistently achieved high customer satisfaction scores, with a Net Promoter Score (NPS) of 85% or higher over the past three years. She has also spearheaded the development of a comprehensive customer support portal, which has streamlined the resolution of technical inquiries and enhanced the overall customer experience. Kiley's contributions have been recognized within the industry, and she is frequently invited to speak at industry events and conferences.

Conclusion

Kiley Henner is a strategic and accomplished customer experience leader with a proven track record of driving organizational growth and client satisfaction. Her deep technical expertise, coupled with her ability to foster a customer-centric culture, positions her as a valuable asset to Biamp Systems and the broader audio technology industry.