KAREN KEPHART
Omaha
Summary
Customer success and operations leader with deep hospitality industry expertise and a proven background leading teams, implementing systems, and improving performance across multi-site portfolios. Experienced in onboarding, customer enablement, relationship management, and driving adoption through structured engagement and cross-functional collaboration. Resourceful Customer Success Manager known for productively and efficiently completing tasks. Specialize in relationship building, customer retention strategies, and problem-solving techniques. Excel in communication, empathy, and adaptability to ensure customer satisfaction and loyalty. Committed to leveraging these skills to support company growth and client success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Otelier
Omaha
06.2022 - Current
- Manage a $2M+ book of business, driving product adoption, retention, and long-term value realization
- Lead onboarding, training, and enablement to accelerate time-to-value and reduce friction
- Run structured customer check-ins and success planning to align product usage with business goals
- Monitor account health, identify risk early, and execute action plans to support renewals and satisfaction
- Partner cross-functionally with Support, Product, and Sales to resolve escalations and improve outcomes
- Advocate for the customer internally by translating feedback into clear opportunities for improvement
General Manager
Hampton Inn Lakeside
Omaha
04.2021 - 06.2022
- Directed hotel reopening after a $4M renovation, coordinating timelines, vendors, and department execution
- Implemented updated service standards and SOPs to improve consistency and compliance
- Managed CAPEX projects end-to-end, balancing quality, timeline, and budget priorities
- Drove business growth through partnership development and community outreach
- Exceeded budgeted revenue goals by $60K+ in Q1 2022
- Omaha Global Hotel LLC
General Manager
Fairfield by Marriott
Fremont
09.2019 - 04.2021
- Managed daily operations with a focus on profitability, guest experience, and performance tracking
- Built customer and community relationships through consistent engagement and event leadership
- Increased loyalty enrollments 15% above goal, contributing to stronger repeat business and retention
- Processed reporting and financial workflows using M3 Accounting Core
- Implemented cleanliness standards and operational change during COVID-19
- Nightcap Management
General Manager
Hampton Inn Lakeside
Omaha
01.2019 - 09.2019
- Led a team of 25+ through hiring, training, and performance management
- Executed operational improvements and revenue strategies to achieve the most profitable year in four years
- Managed payroll, AP/AR, and guest escalation resolution with a customer-first approach
- Omaha Global Hotel LLC
Director of Sales
Omaha Global Hotel LLC
Omaha
02.2018 - 01.2019
- Built B2B relationships, managed pipelines, and grew revenue through strategic outreach
- Managed rates/inventory and supported customer needs through responsive communication
Corporate Operations Manager / Executive Assistant to VP of Operations
Pacifica Host Hotels
San Diego
06.2017 - 02.2018
- Supported operations and reporting across a 40+ hotel portfolio, improving consistency and performance tracking
- Created and supported financial reports and annual budgets; reviewed P&Ls for accuracy
- Trained leaders on systems and workflows to improve adoption and execution
Operations Manager
Inn at Morro Bay
Morro Bay
01.2015 - 06.2017
- Led onboarding and training across systems and SOPs; strengthened operational consistency
- Managed financial processes (AP/AR, POs, payroll, benefits) and improved efficiency
Attractions Trainer
Disneyland Resort
Anaheim
10.2012 - 01.2015
- Delivered structured training programs and coached new team members in high-volume environments
- Reinforced service standards and operational excellence through hands-on enablement
Education
Communications- Organizational Communication, Business Communication, Public Speaking
California State University, Fullerton
Fullerton, CA, USASkills
- Customer success
- Onboarding and enablement
- Account management
- Stakeholder communication
- Retention and risk mitigation
- Process improvement
- Change management
- Training/SOP development
- Cross-functional execution
- Revenue and performance focus
Tools And Platforms
- Salesforce
- Jira
- Kantata
- Confluence
- M3 Accounting Core
- Microsoft Suite
- Pendo
Certification
- Marriott Certified General Manager
- Hilton Certified General Manager
- Hilton Certified Director of Sales
Timeline
Customer Success Manager
Otelier
06.2022 - Current
General Manager
Hampton Inn Lakeside
04.2021 - 06.2022
General Manager
Fairfield by Marriott
09.2019 - 04.2021
General Manager
Hampton Inn Lakeside
01.2019 - 09.2019
Director of Sales
Omaha Global Hotel LLC
02.2018 - 01.2019
Corporate Operations Manager / Executive Assistant to VP of Operations
Pacifica Host Hotels
06.2017 - 02.2018
Operations Manager
Inn at Morro Bay
01.2015 - 06.2017
Attractions Trainer
Disneyland Resort
10.2012 - 01.2015
Communications- Organizational Communication, Business Communication, Public Speaking
California State University, Fullerton