Kim Lalor

Kim Lalor is currently the Head of Customer Success at EFTsure. Prior to this, they worked as a customer success manager at Macromatix from February 2014 to November 2017. Before that, they were a business analyst at Inspired Logistics from March 2011 to January 2014. Kim began their career as a business analyst at mokom in July 2001 and remained there until February 2011.

At mokom, Kim was responsible for gathering business requirements, discussing and identifying solutions to business requirements with developers, creating and maintaining Team Foundation Work Items to administer requirements, creating and maintaining Design Overview documents for requirements, reporting and communicating development progress, assisting in development and implementation, testing ­ writing and automating test plans, software training, software support, researching industry trends to assist in developing and improving business systems, conceptualizing software applications in Excel, developing and maintaining SQL stored procedures, SQL Table design, VB .Net programming, report writing, and data analysis.

During their time at Inspired Logistics, Kim was responsible for business analysis and reporting, process improvement, project management, software development and implementation, training users on new software applications, and providing technical support.

As the customer success manager at Macromatix, Kim was responsible for overseeing all customer success activities including onboarding new customers, account management, customer retention, customer success strategy development and execution, customer health metric analysis and reporting, training customers on new features and product updates, conducting customer satisfaction surveys, developing relationships with key customers, and acting as the liaison between customers and other departments.

In their current role as Head of Customer Success at EFTsure, Kim is responsible for leading the customer success team and executing the company's customer success strategy. Kim works closely with the sales team to ensure that new customers are properly onboarded and set up for success. Kim also manages the customer success budget, develops relationships with key customers, conducts customer satisfaction surveys, analyzes customer health metrics, provides training to customers on new features and product updates, and works with other departments to resolve any issues that customers may be having.

Kim Lalor reports to Mike Kontorovich, Co-Founder, CEO & Director. They are on a team with Ian Mirels - Co-Founder & Director, Business Development, Gavin Levinsohn - Chief Growth Officer, and Mark Chazan - Co-Founder & CTO.