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Accomplished Client Success Professional with over a decade of experience in cultivating relationships, delivering value, and advancing retention. I have developed successful onboarding processes and internal systems to track client needs to ensure satisfaction. A consummate team leader and a fierce client advocate with a reputation for driving positive business results for the client and the business.
SKILLS Client Relationship Management Onboarding Retention Problem Solving Leadership Presentation Strategic Thinking Project Management Detail Oriented Team Player Adaptable CRMWORK EXPERIENCEClient Success ManagerMerit Pages A marketing and communications SaaS platform for higher education institutions04/2021 04/2024 Hybrid/Albany, NY Owned the client success life cycle, building long lasting relationships as an advisor and advocate for a portfolio of over 150 clients from large state university systems to private liberal arts colleges.
Regularly engaged with clients to understand their evolving needs, challenges, and objectives. Developed and implemented initiatives to increase engagement and adopt effective utilization of the platform to ensure client satisfaction, loyalty, and retention. Onboarded new clients, with various products, tailoring the journey to meet clients unique needs and expectations. Provided clients with market insights, benchmarking data, and best practices to optimize their usage strategy.
Analyzed usage data to prepare and deliver regular performance reports to clients, highlighting achievements and areas for improvement. Collaborated with internal teams to align product features and service offerings with client goals and objectives. Drove expansion by identifying upsell opportunities, tracking users career moves, and communicating with executives to adopt the platform in sister schools and/or larger systems. Worked cross-functionally with Product, Sales, Marketing, and Support team members to foster a strong sense of customer appreciation, community, and information sharing.Operations ManagerIthos Global A Regulatory and Compliance SaaS platform for Cosmetic Brands and Manufacturers03/2017 11/2019 Troy, NY Managed all customer service and product development departments daily operations, deliverables, and profitability, reporting directly to CEO Promoted sales efforts on both new and existing accounts by delivering a high level of customer service, executing implementations, and collaborating with all departments to ensure success for each client Cultivated and maintained excellent relationships with our clients, worked with power users to ensure client engagement, negotiated contracts, and oversaw the renewal process.
Introduced business opportunities by understanding client usage, business requirements, goals and objectives and future strategies.
Presented our product to the market through trade shows, web conferences and live seminars. Worked directly with CEO and Marketing to build ROI metrics and presentations for all prospects. Developed and implemented plans to improve productivity and efficiency throughout the organization.
Built a culture of teamwork and enthusiasm, fostering creativity and helping team members to become invested.
Main point of contact for all escalated help issues; executed plans for fixes and communicated problems and solutions with clients.
Directly trained and managed 5 supervisors while leading a total staff of 30 team members. Evaluated team members, conducted reviews, and tracked KPIs
Brand Merchandiser/SalesRivstar Apparel03/2015 08/2016 Hybrid/New York, NY
Designed, Merchandised, and Sold St Tropez Women s Swimwear brand to QVC
On Air salesperson for all St Tropez items on live QVC shows
Built and Maintained relationships with QVC teams including buyers, QA, producers, and executives.
Analyzed all sales from live shows and ecommerce to execute the best products for all on air slots optimizing sales.Sales ManagerSimply Swim02/2012 11/2014 New York, NY
Managed all major retail accounts for the brand, engaging with buyers to build and cultivate relationships for continued success and new opportunities.
Managed all aspects of my accounts from design & merchandising to production through delivery, analyze sales and improve business.
Planned seasonal inventory by monitoring sales patterns, predicting trends, and identifying growth opportunities.
Communicated daily with overseas agents to ensure time & action plan is on target. Finalized pricing by understanding costs and negotiating with overseas suppliers
EDUCATIONB.S. Business AdministrationRochester Institute of Technology2006 |
