Experience

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  Illuma Search Partners

  • United States
  • Human Resources
  • 1 - 100 Employee

  • Partner

    • Jan 2024 - Present

    At Illuma, we believe in the power of individuals to dramatically transform businesses, we believe that it takes hard work to hire and retain the best, we understand and support our client's vision and we are here to help.

  • Principal

    • Apr 2021 - Jan 2024

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  InContext Solutions

  • United States
  • Desktop Computing Software Products
  • 1 - 100 Employee

  • Director, Operations

    • 2016 - Apr 2021

    Established clear success criteria while doubling size of CS team to successfully support 100% YOYincrease in software salesRolled out standards for client engagement and implemented Scrum for continuous improvementleading to rise in NPS from 14 to 57Decreased average implementation time from 8 weeks to 3 weeks while driving monthly logins ofCore users from 29% to 60%Developed outreach and account planning process which moved sales within existing clients from1.5M to 3.3M annuallyMaintained a healthy account portfolio of global companies ( i.e. Pfizer, Johnson & Johnson, Bayer, Walmart, Target, Kellogg’s, Anheuser Busch) while also leading team of Customer Success ManagersCreated new review structure with internal technology development team to provide valuable voice of the customer feedback on current and upcoming featuresLed product development on the first DIY virtual research application in the industry, increasing YOY Bookings from 611k to 3M and increasing margin from 13% to 63%Ensured flawless execution of research projects while driving automation change within platform,decreasing internal costs per project by 50%Implemented process improvement utilizing Scrum framework to increase efficiency andresponsiveness to internal teams, decreasing delivery time by 60%Partnered with Sales team to identify new opportunities and solve complex problems creatively,quickly, and cost efficiently

  • Director, Customer Success, Europe

    • 2015 - 2016

    Relocated to London to launch international office, drove revenue from 300k to $1.5M in one yearCustomized tools used in US to ensure success with European multinationalsIdentified new potential clients, led sales meetings, and presented at trade shows as a product expertDeveloped and maintained professional relationships with client contacts at various levels of eachorganization leading to increased usage and client delight

  • Senior Manager, Customer Success

    • 2014 - 2015

    Help create and lead team that manages customer success of industry-leading SaaS platform for retail, manufacturing, and marketing clientsDevelop and maintain professional relationships with client contacts at various levels of each organization. Work directly with sales team to identify other potential users for contract growthServe as main contact for customers through proposal scoping, onboarding, onsite training, and support activities with the goal of driving usage and contract renewalsConsult with clients on industry trends and best practices to improve the customer experience and drive sales using data-driven virtual marketing researchAct as liaison between power users and internal technology development team to provide feedback on valuable upgrades to existing tools and potential future productsProvide trainings, guidance, and support to new and junior team members to ensure success of the team’s goalsManaged over $1,000,000 in annual contracts and oversaw the renewal of the software’s largest client to a multiyear deal

  • Senior Manager, Project Operations

    • 2013 - 2014

    Led internal cross-functional teams through the delivery of custom market research and visualization projectsDeveloped internal processes for managing the acquisition, photography, and modeling of 3D virtual environments and productsSuccessfully scoped, budgeted costs, tracked hours, and maintained timelines for complex projects that resulted in high client satisfaction and return businessImprove profitability for InContext and clients through budgeting, organization, invoice management, and creating efficiencies for every project

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  Service Management Group

  • Kansas City, Missouri

  • Project Manager

    • 2012 - 2013
    • Kansas City, Missouri

    Served as primary contact for international retail and restaurant accounts, leading teams through development, questionnaire design, execution, and analysis of customer satisfaction surveysPartnered with brands to consult and assist in creating business performance improvements based on actionable data from the voice of the customerAnalyzed complex data from multiple sources, create reports, and deliver quarterly presentations to executive leadership teamsMaintained extensive industry knowledge and become expert on client background to develop strategic recommendations and research objectives for each brand

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  Nationwide Insurance

  • United States
  • Insurance
  • 700 & Above Employee

  • Specialist, Marketing Research

    • 2011 - 2012

    Coordinated primary marketing research including problem formation, initial data search, question creation, participant recruiting, analysis, and report delivery to a variety of internal clients and senior leadershipCultivated and maintained relationships with outside research vendors and partners with an emphasis contract negotiation and project developmentManaged teams of internal business partners and outside vendors to ensure success of project by keeping tight timelines and budgetsEffectively tended to new responsibilities in primary research while continuing to meet and exceed expectations of a Senior Market Research Analyst, outlined below

  • Senior Market Research Analyst

    • 2009 - 2012

    Fielded daily requests from internal partners to locate, analyze, and report findings on competitive intelligence and market trends affecting vital lines of businessProactively tracked industry financial indicators and created internal forecasts to evaluate potential change in consumer behavior and purchasing habits Analyzed strategies, consumer segments, messaging, positioning, and media spend of key competitors across various industriesDeveloped reports and presentations for multiple audiences including brand, channel, consumer teams and executive leadershipDirected year-long departmental philanthropic activity that raised 114,804 meals for local Ohioans

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  Nationwide Financial

  • United States
  • Financial Services
  • 700 & Above Employee

  • Territory Management Representative

    • 2008 - 2009

    Managed six external wholesalers' territories including scheduling and relationship building.Analyzed territory data in order to develop an action plan for increased sales. Evaluated past figures to increase efficiency and ensure a high return on investment.Created reports based on trends to increase both quantity and quality of appointments.Communicated actively with external sales, internal sales, and corporate management to ensure success of the pension wholesaling program.

  • Prospecting Representative

    • 2008 - 2008

    Called brokers of clients that were surrendering their contracts to competition. Saved Nationwide over $500,000 in investments including the largest retained asset in the history of the program.Cold called business professionals to sell products or services for various marketing campaigns.Trained and evaluated new team members while continuing to meet and exceed daily goals.

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  St. Paul Saints

  • St. Paul, Minnesota

  • Promotional Marketing Assistant

    • 2006 - 2008
    • St. Paul, Minnesota

    Researched competition daily for information regarding pricing, trends, and innovations.Actively conducted opinion research to determine attitudes of target market.Attended sales meetings and follow ups with business partners to pitch promotions. Demonstrated leadership in the daily management of nearly 50 Game Day Interns. Booked musical guests, wrote scripts, and managed contests for the most extensive entertainment and promotional schedule in minor league baseball.Developed a promotional package to have local bands play before games for free.Worked with the promotional director to create new scripts for every game.Created a between inning competition for a local business that was played at each game.Fulfilled promotional director duties for games and events while he was unavailable.

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  Mizzou Annual Fund

  • Columbia, Missouri

  • Marketing Intern

    • 2006 - 2007
    • Columbia, Missouri

    Created and administered surveys to gather information from peers. Met regularly with different leadership committees to collect public opinion of proposals.Analyzed data and leveraged research to develop a strategy for increasing awareness of philanthropic opportunities aimed at a target audience.Designed a product based on all research and presented findings to senior associates.Substantially increased the number of donations from graduating seniors.

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  Clear Channel Communications

  • Minneapolis, Minnesota

  • Marketing Intern

    • 2006 - 2006
    • Minneapolis, Minnesota

    Assisted in brand management of a Top 40 radio station through sales calls, appearances, and advertising campaigns focused on specific demographics.Developed public relations for the company through events that centered on community enhancement.