Customer Success Director - Enspire for Enterprise (formerly Web.com)

• Apr 2020 - Present

Customer Success Director

• Sep 2017 - Present

Customer Success Director

• Sep 2017 - Apr 2020

Leader & Liaison Driving Customer Satisfaction, Performance, Revenue Growth and Contract Renewal for Enterprise Clients with Digital Advertising Campaign Suites Valued at $6M+- Leads and coordinates multiple enterprise relationships, driving the efforts of multiple internal teams, including Consultants, Performance Analysts, Product Specialists and Sales team members to maintain customer satisfaction for both relationship and performance metrics. - Establishes trust and inspires loyalty in relationships with enterprise contacts, from C-level to franchise-level, to drive revenue growth of key enterprise accounts.- Direct client satisfaction efforts include creation of recommendations for strategic campaign-building with corporate client teams, regular, ongoing and customized performance reviews, yearlong education through webinars and direct client contact, daily communication and resource management, and public speaking engagements at client conferences.- Responsible for working with multiple teams to develop relationship master documents, touch plans for franchise accounts, new launch onboarding processes, upsell initiatives.- Conducts monthly roundtable informational and strategy meetings to keep all internal parties informed, engaged and encouraged.- Builds and maintains outstanding relationships with internal and external customers- Most recent successes include renewal of key account with total contract value of $500,000 and sale of three new websites valued at just under $100k

Digital Area Sales Manager – Performance Management / Associate Director - Customer Experience

• Apr 2012 - Sep 2017

Successful Leadership, Ongoing Record of Exceeding Company Goals for Advertiser & Revenue RetentionLead group of up to 20 managers, supporting sales teams in 22 sales offices throughout the US – 2 teams of Customer Resolution Specialists, Team of Internet Performance Managers, Circle of Care Team – Servicing the highest dollar digital Out-of-Region AccountsTransitioned IMPACT Team & Digital Region Sales teams to new model of customer retention (Mc2 Performance Management) in November 2012, mirroring highly successful In-Region modelInitial and ongoing training of sales teams on retention model and creation / dissemination of messaging to support company efforts for advertiser and revenue retention through Performance ManagementAccomplishments• Successful, company-acknowledged leadership of premier team of YP managers, a $2M+/year company investment, providing customer satisfaction and increasing advertiser retention of YP Digital Region: Awarded YP 2013 Q3 Company Team Award • Leadership of exclusive Digital Region team of managers resulted in sales and performance management of 800+ accounts, valued at $14M• Achieved company’s Performance Management goal for total revenue penetration on Mc2 model 6 months in advance of company’s original timeline• Accomplished year-over-year revenue retention of 104% & year-over-year customer retention of 85.5% by second year of Mc2 model

Internet Performance Manager & IMPACT Team lead for two teams - IPM Team & Mid-Atlantic POD

• Aug 2010 - Apr 2012

Management of two teams of AT&T Advertising Solutions managers, including Internet Performance Managers and Customer Resolution Specialists. Creation of new, effective ways to coach and inspire individuals and teams to drive to performance goalsMaintenance of documentation and reporting for teams to prove valueCollaboration with fellow team leads to create a productive, efficient and friendly workplace for all IMPACT employeesTimely, effective management of escalation requests – helping to resolve issues for accounts and finding opportunities to rebuild positive customer relationships

Internet Performance Manager

• Apr 2010 - Aug 2010

Built positive relationships and increased advertiser retention with high-spend YP and search engine marketing customers through proactive reporting review, ongoing product education, providing value added services (including social media campaign production), advertising portfolio recommendations, monitoring and course correction for AT&T Advertising Solutions products. Established and maintained ongoing relationships with sales teams to increase customer satisfaction and reduce customer churn. Provided subject matter expertise for search engine marketing and advertising products portfolio during sales calls and beyond.

Online Marketing Consultant / Account Manager

• Sep 2008 - Apr 2010

Created individualized marketing plans for business owners nationwide, including online marketing and mail marketing campaigns. Consulted clients and provided strategic advice for increasing market share through online marketing, including improvement and/or expansion of company websites and Search Engine Marketing & Search Engine Optimization. Maintained AT&T’s high standard of quality customer service to hundreds of AT&T Advertising Solutions clients.

Media Coordinator

• Jun 1998 - Aug 2007

Initiated, planned, coordinated, and managed all aspects of the pre-and post-production of ongoing public and closed-forum media-based outreach programs including Wednesday’s Child (KPNX-TV) and Are You My Family (KPHO-TV). Wrote Wednesday’s Child column, published weekly in The Arizona Republic. Worked with various businesses, civic organizations, governmental agencies and religious organizations to create public awareness about the need for foster / adoptive families and mentor volunteers for children in the foster care system. Worked one-on-one with interested families, answering initial inquiry phone calls, e-mails and on-line chat inquiries to provide extensive information about adoption and foster care opportunities. Created comprehensive agency orientation presentation and presented these trainings four times each month. Managed ongoing billing for state recruitment contracts and assisted in grant writing for numerous federal, state and private contracts.Accomplishments• Coordination of media-based outreach and marketing, including Wednesday’s Child and Are you My Family produced 48% of agency’s initial inquiry calls annually• Wrote weekly Wednesday’s Child column, awarded the distinguished Cherish the Children award by The Greater Phoenix Child Abuse Prevention Council - April, 2007• KPNX-TV’s weekly Wednesday’s Child feature resulted in the successful adoptive placement of hundreds of waiting children throughout the state• Production of professional brochures, flyers, websites and other collateral marketing materials increased public awareness, resulting in a significant increase in initial inquiry phone calls• Creation and distribution of personality-based profiles of children awaiting adoption throughout Arizona generated hundreds of inquiries annually• Creation, implementation and management of FunFest adoption match parties resulted in the successful adoptive matches of over 50 of the state’s most difficult to place foster children