Experience

One Legal | An InfoTrack Company

• United States
• Software Development
• 1 - 100 Employee

• Client Success Account Manager

  • May 2023 - Present

  Los Angeles, California, United States • Lead point of contact for matters specific to 200 assigned accounts with an ARR of ~$5M • Build and maintain strong, long-lasting trusted customer relationships to add value and mitigate risk • Conduct product upsell demos and trainings to maximize profit • Identify new business opportunities of potential growth with existing clients • Forecast and track key account metrics, proactively recognizing areas of concern in advance of any possible churn • Collaborate with internal… Show more • Lead point of contact for matters specific to 200 assigned accounts with an ARR of ~$5M • Build and maintain strong, long-lasting trusted customer relationships to add value and mitigate risk • Conduct product upsell demos and trainings to maximize profit • Identify new business opportunities of potential growth with existing clients • Forecast and track key account metrics, proactively recognizing areas of concern in advance of any possible churn • Collaborate with internal sales, customer support, product support, and marketing to accurately support and grow current client base • Influence future lifetime value through service relevance, customer satisfaction and overall customer perception Show less



LiveTiles

• United States
• Software Development
• 100 - 200 Employee

• Sr. Customer Success Account Manager

  • Jan 2021 - Oct 2022

  • Served as trusted advisor for our Enterprise customers managing a book of business of ~25 – 30 accounts with an ARR of ~$5M • Appointed as a Team Lead to set our CSM team up for success by training and creating processes & procedures • Proactively interfaced with multiple levels of client management, building rapport and strong professional relationships with client contacts • Lead regular check-in meetings with clients to drive adoption, strategically plan, and identified product… Show more • Served as trusted advisor for our Enterprise customers managing a book of business of ~25 – 30 accounts with an ARR of ~$5M • Appointed as a Team Lead to set our CSM team up for success by training and creating processes & procedures • Proactively interfaced with multiple levels of client management, building rapport and strong professional relationships with client contacts • Lead regular check-in meetings with clients to drive adoption, strategically plan, and identified product development / up-sell opportunities • Owned client SaaS renewal process from start to finish, recognizing risks for churn and upsells during lifecycle • Translated client requests into technical and/or engineering requirements • Took ownership of daily issue reports quarterbacking and managing internal teams from troubleshooting to completion • Partnered with clients to understand how products are used and provided valuable feedback to management, sales, and product teams • Oversaw technical implementation details for each client (business rules, data processes, etc.), and ensured documentation stayed current • Built presentation materials and delivered to key stakeholders • Lead customer trainings to optimize client maximum value Show less



Annex Cloud

• United States
• Software Development
• 100 - 200 Employee

• Customer Success Director

  • Jun 2019 - Jan 2021

  Los Angeles, CA • Prioritized and managed deadlines and expectations across multiple customers and concurrent projects • Captured customer business requirements that align with their goals and KPIs • Project managed implementations & migrations of new and existing customers • Autonomously managed communication with 20+ customers and internal teams • Analyzed performance and educated clients on best practice strategies to drive engagement and increase revenue • Identified and presented… Show more • Prioritized and managed deadlines and expectations across multiple customers and concurrent projects • Captured customer business requirements that align with their goals and KPIs • Project managed implementations & migrations of new and existing customers • Autonomously managed communication with 20+ customers and internal teams • Analyzed performance and educated clients on best practice strategies to drive engagement and increase revenue • Identified and presented opportunities for upsells within the platform • Provided technical expertise related to Annex Cloud products and customer's technology environment Show less



eTribez

• United States
• Software Development
• 1 - 100 Employee

• Technical Account Manager

  • Oct 2018 - Mar 2019

  Los Angeles, CA • Recruited to help open startup LA office • Served as primary end-to-end technical resource to casting producers for shows such as American Idol and America's Got Talent • Created technical solutions for client casting requirements, workflow and issues throughout their life cycle • Implemented and fully configured client accounts using and editing XMLs, HTMLs, and CSS • Successfully collaborated with clients by providing a personalized experience through detailed training sessions… Show more • Recruited to help open startup LA office • Served as primary end-to-end technical resource to casting producers for shows such as American Idol and America's Got Talent • Created technical solutions for client casting requirements, workflow and issues throughout their life cycle • Implemented and fully configured client accounts using and editing XMLs, HTMLs, and CSS • Successfully collaborated with clients by providing a personalized experience through detailed training sessions to ensure existing client satisfaction and/or new client education and setup • Partnered with sales team by meeting with potential new clients to educate and provide demonstrations of platform's capabilities • Relocated to Tel Aviv, Israel for 7 weeks for onboarding of internal workflows, systems and platforms Show less



OceanX, LLC

• United States
• Software Development
• 100 - 200 Employee

• Technical Account Manager

  • Jan 2016 - Oct 2018

  El Segundo, California • Owned post-launch client relationship and operated as subject matter expert specific to assigned clients, ensuring that technical and operational performance was on point daily • Managed team of Account Coordinators to ensure system configuration and performance were accurate • Key advisor in providing professional support during all new client onboardings to ensure a seamless launch and post-launch experience • Proactively engaged with internal technical product management teams on… Show more • Owned post-launch client relationship and operated as subject matter expert specific to assigned clients, ensuring that technical and operational performance was on point daily • Managed team of Account Coordinators to ensure system configuration and performance were accurate • Key advisor in providing professional support during all new client onboardings to ensure a seamless launch and post-launch experience • Proactively engaged with internal technical product management teams on system issues, updates, and enhancements that pertained to order management system • Served as frontline technical resource to create solutions for client requirements and/or issues • Accountable for gathering and evaluating reports on a regular basis so that recommendations and adjustments to business rules and practices could be made • Accurately forecasted and tracked KPIs to proactively identify areas for improvement • Effectively identified opportunities within clients' environment and collaborated with Client Solutions and Success team to support growth • Worked with department coordinators to review system setup/configuration ensuring timely and accurate completion • Reported and tracked production issues using JIRA, confirming right teams were engaged in resolving issues in a timely manner and assisted with high severity requests or issues escalation when needed Show less



Guthy|Renker

• United States
• Advertising Services
• 200 - 300 Employee

• Account Manager

  • Jun 2015 - Jan 2016

  Santa Monica, California I started working here prior to GR splitting out their Fulfillment, Order Management, and Customer Service to create OceanX where I continued my employment.



Agio

• United States
• Information Technology & Services
• 200 - 300 Employee

• Account Manager

  • May 2012 - Mar 2015

  New York, NY • Effectively oversaw and monitored performance of accounts to ensure strong client satisfaction • Strategically worked with clients to create effective policies, procedures and work flows • Assisted sales team in assessing potential application of company products to meet client's needs • Identified add value situations and provided recommendations to improve technical performance • Served as Project Manager to ensure that all processes and procedures were completed during customer… Show more • Effectively oversaw and monitored performance of accounts to ensure strong client satisfaction • Strategically worked with clients to create effective policies, procedures and work flows • Assisted sales team in assessing potential application of company products to meet client's needs • Identified add value situations and provided recommendations to improve technical performance • Served as Project Manager to ensure that all processes and procedures were completed during customer on-boarding process • Used strong communication skills to drive resolution for all issues related to client requests • Provided presales support in management of systems and processes to ensure that quotes were generated, and proposals were submitted • Organized meetings with client executives and other key partnership members • Worked closely with all internal staff for monitoring and assisting with client needs/issues • Understood client configuration and worked with IT/Development as it related to new product releases • Used Salesforce for creation and delivery of account performance reports that provided detailed support and analysis • Participated in learning new product offerings that was proactively relayed to our clients

• Systems Analyst

  • Aug 2011 - Mar 2015

  New York, NY • Provided daily prime brokerage application support to internal and external UBS clients • Interacted with technology vendors to implement client solutions for connectivity and data delivery between all parties • Responsible for setting up new clients for access to the client portal to retrieve account reporting • Performed quality assurance testing on UBS proprietary software, reporting bugs and issues to developers through JIRA and maintained communication with developers and… Show more • Provided daily prime brokerage application support to internal and external UBS clients • Interacted with technology vendors to implement client solutions for connectivity and data delivery between all parties • Responsible for setting up new clients for access to the client portal to retrieve account reporting • Performed quality assurance testing on UBS proprietary software, reporting bugs and issues to developers through JIRA and maintained communication with developers and product development teams until issue was resolved and software fix was released into production • Onboarded new clients in Prime Services division by gathering technology business requirements and configuring new trade file setups • Created and modified reports to fit client’s needs • Assisted with teaching end-users how to enter trades using the UBS trading application • Created FTP depositories for data transfers between UBS and new clients using Tumbleweed application and created directories on Unix Servers



Macquarie Group

• Australia
• Financial Services
• 700 & Above Employee

• Trade Floor Support Analyst

  • Aug 2010 - Aug 2011

  New York, NY • Provided daily desktop support for traders including both hardware and software • Job entailed work in COMMS room to make sure ports were patched correctly • Using Active Directory, monitored Outlook features such as mailbox quota's and distribution lists • Accountable for building new hire workstations and moves when applicable



Lazard

• United States
• Financial Services
• 700 & Above Employee

• Desktop Support Technician

  • Mar 2006 - Aug 2010

  New York, NY • Oversaw daily performance of XP operating systems by installing software and troubleshooting hardware and software issues in all departments • Provided solid knowledge of Active Directory that was used daily – includes creating/disabling user accounts, creating user groups, creating/disabling computer names • Work environment required daily interaction with VIP and executive users where strong customer service skills were essential • Responsible for hardware acquisition, deployment… Show more • Oversaw daily performance of XP operating systems by installing software and troubleshooting hardware and software issues in all departments • Provided solid knowledge of Active Directory that was used daily – includes creating/disabling user accounts, creating user groups, creating/disabling computer names • Work environment required daily interaction with VIP and executive users where strong customer service skills were essential • Responsible for hardware acquisition, deployment, inventory, maintenance/monitoring • Proactively imaged Lenovo machines and added to domain • Both face to face and over the phone problem resolution methods were used to provide computer and application support • Accountable for creating documentation on procedures and resolutions of issues • Solely responsible for training and informing new bankers of IT policies and procedures in the firm Show less



Choice Properties

• IT Support Technician

  • Jan 2002 - Mar 2006

  Perrysburg, OH • Oversaw the daily performance of desktop computers by installing software and troubleshooting hardware and software issues • Accurately managed 41 different property/accounting databases located in four states • Solely accountable for setting up computer work stations on the network and installing all necessary software for top job performance • Exclusively held responsible for training managers on how to utilize the accounting database system • Developed a water billing program… Show more • Oversaw the daily performance of desktop computers by installing software and troubleshooting hardware and software issues • Accurately managed 41 different property/accounting databases located in four states • Solely accountable for setting up computer work stations on the network and installing all necessary software for top job performance • Exclusively held responsible for training managers on how to utilize the accounting database system • Developed a water billing program designed in Microsoft Excel to ensure proper billing to residents • Called upon to oversee all corporate computer operations Show less