Kim Thompson is an experienced CLient CHAMPion with a background in Clinical and Community Psychology. With over 10 years of B2B and B2C client-facing experience, she has a track record of successful customer pitches and upselling engagements, reducing customer churn, and leading global training initiatives. Her expertise includes creating strategic plans, facilitating, and evangelizing multiple global L&D roll-outs, leveraging LMS systems to create content libraries. Thompson's highly trained in CX (Customer Experience) and her first job was representing customer interests to ad agencies.

Thompson has held positions as Customer Service Program Director and Consultant, Executive Talent Assessment Services at Korn/Ferry International. She has also been the Assistant Director of Graduate Career Services at University of Chicago and Account Planner at Upshot and Leo Burnett. Additionally, she served as Global Director of Training, Learning and Development Programs, LAS (Leadership Advisory Services) at Spencer Stuart and Program Manager: Onboarding, Training, Learning and Development at Airbnb.

As a skilled Cross-functional Collaborator, Thompson had experience working with Design, Product, Trust & Safety, Diversity & Inclusion, and Technology teams. She has a deep understanding of clients and is a highly trained listener. With her high Data Fluency, Thompson is an expert in NPS, CSAT, Needs Assessment, SQL, Excel, and has experience presenting QBRs and doctoral-level training on survey development and qualitative/quantitative customer feedback.

Thompson's Key Words: CX, Program Manager, Customer Success, Client Service, Learning and Development, Onboarding, Training, Customer Experience, Coach, Cultural Diversity and Competence, Global Operations, Strategic Planning, Consultant, Change Management, Implementation, Professional Services, Outcomes Assessment, Type A Level Organizational Skills, Analytical, Expert Liaison and Communicator, Program Evaluation, Microsoft Office and Google Suites, Excel, SQL, Tableau, Confluence, Research, Public Speaking, Agile.