Client Success Manager

• Oct 2023 - Present

Senior Product Documentation Manager

• Dec 2022 - Sep 2023

Product Documentation Manager

• Apr 2021 - Dec 2022

- Managed Release communications across the different teams and departments for each weekly release. - Provided One-Sheet PDFs of items going out to a test environment for client leads, Release Guides for all end users listing applicable items going to our Live environment posted across all Client Help Centers, and updated existing documentation tied to related release items. - Continued to work as the Admin in Zendesk and update all Agent accounts, rules, triggers and automations… Show more - Managed Release communications across the different teams and departments for each weekly release. - Provided One-Sheet PDFs of items going out to a test environment for client leads, Release Guides for all end users listing applicable items going to our Live environment posted across all Client Help Centers, and updated existing documentation tied to related release items. - Continued to work as the Admin in Zendesk and update all Agent accounts, rules, triggers and automations accordingly as the Client Success team grows. - Grew the client facing Help Centers with additional documentation as needed and handled all CS requests tied to making sure that all necessary external documentation resources are available. - Trained new hires on Zendesk and how ticket submissions work on the client side along with how they are viewed and worked on by Support Agents on the Madhive side.

Client Support Lead

• Dec 2019 - Apr 2021

- Led Support efforts across ALL clients, working with the different teams within Client Success to make sure that all tickets were properly tended to and that all issues were properly escalated. - Constructed and managed the client facing Help Centers which consists of a good deal of documentation including User Guides, FAQs, and customized ticket submission forms for each client to formally submit questions, concerns and requests through to the Client Success team for… Show more - Led Support efforts across ALL clients, working with the different teams within Client Success to make sure that all tickets were properly tended to and that all issues were properly escalated. - Constructed and managed the client facing Help Centers which consists of a good deal of documentation including User Guides, FAQs, and customized ticket submission forms for each client to formally submit questions, concerns and requests through to the Client Success team for response. - Worked as the Admin in Zendesk controlling the routing of tickets, automations and triggers of internal and external notifications, and worked with the leads across Client Success on Support Ticket Metrics and Reporting.

Client Support Specialist

• May 2013 - Nov 2019

- Handled Client Support inquiries via emailed tickets and phone calls across different internal systems, walking clients through questions and issues that they may have had using Mediaocean software until they were able to work through the respective issues. - Worked internally with lead developers, explaining major and minor BUGs in the system and walked them through issue replication to allow for easier resolutions on their end. - Was involved in after hours testing of system… Show more - Handled Client Support inquiries via emailed tickets and phone calls across different internal systems, walking clients through questions and issues that they may have had using Mediaocean software until they were able to work through the respective issues. - Worked internally with lead developers, explaining major and minor BUGs in the system and walked them through issue replication to allow for easier resolutions on their end. - Was involved in after hours testing of system enhancements and presented relevant release items to clients via external Webinars as well as created quarterly FAQs and maintaned other Knowledge-base items. Show less - Handled Client Support inquiries via emailed tickets and phone calls across different internal systems, walking clients through questions and issues that they may have had using Mediaocean software until they were able to work through the respective issues. - Worked internally with lead developers, explaining major and minor BUGs in the system and walked them through issue replication to allow for easier resolutions on their end. - Was involved in after hours testing of system… Show more - Handled Client Support inquiries via emailed tickets and phone calls across different internal systems, walking clients through questions and issues that they may have had using Mediaocean software until they were able to work through the respective issues. - Worked internally with lead developers, explaining major and minor BUGs in the system and walked them through issue replication to allow for easier resolutions on their end. - Was involved in after hours testing of system enhancements and presented relevant release items to clients via external Webinars as well as created quarterly FAQs and maintaned other Knowledge-base items. Show less

Product Specialist

• Jun 2010 - May 2013

- Handled Client Service responsibilities for several clients of ours across multiple platforms. - Managed short term and long term projects featuring new system improvements, specialized implementations, BUG fixes, and more. - Led Quality Assurance efforts by writing up testing scenarios and managing the implementation of testing updates and new enhancements made to our systems’ platforms. - Created, deployed, and provided reporting for several DFP campaigns in… Show more - Handled Client Service responsibilities for several clients of ours across multiple platforms. - Managed short term and long term projects featuring new system improvements, specialized implementations, BUG fixes, and more. - Led Quality Assurance efforts by writing up testing scenarios and managing the implementation of testing updates and new enhancements made to our systems’ platforms. - Created, deployed, and provided reporting for several DFP campaigns in DoubleClick on a weekly basis. Show less - Handled Client Service responsibilities for several clients of ours across multiple platforms. - Managed short term and long term projects featuring new system improvements, specialized implementations, BUG fixes, and more. - Led Quality Assurance efforts by writing up testing scenarios and managing the implementation of testing updates and new enhancements made to our systems’ platforms. - Created, deployed, and provided reporting for several DFP campaigns in… Show more - Handled Client Service responsibilities for several clients of ours across multiple platforms. - Managed short term and long term projects featuring new system improvements, specialized implementations, BUG fixes, and more. - Led Quality Assurance efforts by writing up testing scenarios and managing the implementation of testing updates and new enhancements made to our systems’ platforms. - Created, deployed, and provided reporting for several DFP campaigns in DoubleClick on a weekly basis. Show less

Marketing Analyst

• May 2007 - Jun 2010

-Built, tested, and deployed hundreds of E-Mail Marketing campaigns (in HTML, Rich-Text, and Text formats) on a monthly basis through Cheetahmail -Worked on all E-Mail Marketing campaigns from start to finish with clients from respective business units and followed up with the clients with reporting and appropriate suggestions on how to approach upcoming related campaigns -Coded hundreds of survey and data forms through SalesForce and reporting accordingly for several lead… Show more -Built, tested, and deployed hundreds of E-Mail Marketing campaigns (in HTML, Rich-Text, and Text formats) on a monthly basis through Cheetahmail -Worked on all E-Mail Marketing campaigns from start to finish with clients from respective business units and followed up with the clients with reporting and appropriate suggestions on how to approach upcoming related campaigns -Coded hundreds of survey and data forms through SalesForce and reporting accordingly for several lead generation campaigns -Through tools within DoubleClick, (mostly DART and DFA) reported for several Search Marketing campaigns as well as Banner Advertising campaigns in progress Show less -Built, tested, and deployed hundreds of E-Mail Marketing campaigns (in HTML, Rich-Text, and Text formats) on a monthly basis through Cheetahmail -Worked on all E-Mail Marketing campaigns from start to finish with clients from respective business units and followed up with the clients with reporting and appropriate suggestions on how to approach upcoming related campaigns -Coded hundreds of survey and data forms through SalesForce and reporting accordingly for several lead… Show more -Built, tested, and deployed hundreds of E-Mail Marketing campaigns (in HTML, Rich-Text, and Text formats) on a monthly basis through Cheetahmail -Worked on all E-Mail Marketing campaigns from start to finish with clients from respective business units and followed up with the clients with reporting and appropriate suggestions on how to approach upcoming related campaigns -Coded hundreds of survey and data forms through SalesForce and reporting accordingly for several lead generation campaigns -Through tools within DoubleClick, (mostly DART and DFA) reported for several Search Marketing campaigns as well as Banner Advertising campaigns in progress Show less

Marketing/Sales Associate

• Jun 2005 - May 2007

- Organized and coordinated hundred of bi-weekly E-Mail Marketing campaigns for the company which went out to existing and potential customers, notifying them of current and upcoming promotions throughout the website. - Managed several Search Marketing campaigns using Google Ad-Words, constantly updating bid strategies and prices throughout the campaigns' existence -Researched for and coordinated an upcoming customer rewards program to be implemented for future use for all Take… Show more - Organized and coordinated hundred of bi-weekly E-Mail Marketing campaigns for the company which went out to existing and potential customers, notifying them of current and upcoming promotions throughout the website. - Managed several Search Marketing campaigns using Google Ad-Words, constantly updating bid strategies and prices throughout the campaigns' existence -Researched for and coordinated an upcoming customer rewards program to be implemented for future use for all Take Time to Travel customers Show less - Organized and coordinated hundred of bi-weekly E-Mail Marketing campaigns for the company which went out to existing and potential customers, notifying them of current and upcoming promotions throughout the website. - Managed several Search Marketing campaigns using Google Ad-Words, constantly updating bid strategies and prices throughout the campaigns' existence -Researched for and coordinated an upcoming customer rewards program to be implemented for future use for all Take… Show more - Organized and coordinated hundred of bi-weekly E-Mail Marketing campaigns for the company which went out to existing and potential customers, notifying them of current and upcoming promotions throughout the website. - Managed several Search Marketing campaigns using Google Ad-Words, constantly updating bid strategies and prices throughout the campaigns' existence -Researched for and coordinated an upcoming customer rewards program to be implemented for future use for all Take Time to Travel customers Show less

Marketing Coordinator

• Jan 2005 - May 2005

- Edited a sizzle reel using several hours of provided footage to sell a documentary to the Travel Channel to be aired on national television - Logged and edited video footage of what should and should not be included in what ended up becoming an award winning documentary - Edited a sizzle reel using several hours of provided footage to sell a documentary to the Travel Channel to be aired on national television - Logged and edited video footage of what should and should not be included in what ended up becoming an award winning documentary

Warehouse and Equipment Operations Assistant Manager

• Jun 2004 - Aug 2004

Organized and pulled orders from the warehouse making sure that all orders were done correctly Loaded company trucks and unloaded incoming orders Went on the road to deliver orders to local hospitals and rehabilitation centers Organized and pulled orders from the warehouse making sure that all orders were done correctly Loaded company trucks and unloaded incoming orders Went on the road to deliver orders to local hospitals and rehabilitation centers

Executive Assistant

• Jun 2002 - Aug 2002

Introduced the company's new office to neighborhood businesses to help generate new businesses for the company Set up the company's showroom to display all products in an organized fashion to potential customers Performed general administrative duties such as organizing, filing, scheduling and more Introduced the company's new office to neighborhood businesses to help generate new businesses for the company Set up the company's showroom to display all products in an organized fashion to potential customers Performed general administrative duties such as organizing, filing, scheduling and more