Account Strategist

• Jun 2023 - Present

Client Success Director

• Jan 2023 - Jun 2023

Sr Solution Consultant - eCommerce

• Sep 2021 - Nov 2022

Demoed product and developed solutions for fintech web platform billing subscription SaaS software for Startup to Midmarket C-level prospects. Collaborated cross-functionally with Sales, Marketing GTM and Product teams on new ecommerce product. • Created competitive feature and gap analysis documentation for new e-commerce vertical, working closely with Product team on initiatives to improve our offering Demoed product and developed solutions for fintech web platform billing subscription SaaS software for Startup to Midmarket C-level prospects. Collaborated cross-functionally with Sales, Marketing GTM and Product teams on new ecommerce product. • Created competitive feature and gap analysis documentation for new e-commerce vertical, working closely with Product team on initiatives to improve our offering

eCommerce Business Manager

• Jun 2019 - May 2021

• Managed e-Commerce channel end-to-end for B2B subscription ASCAP streaming music service as primary Business Analyst and eCommerce cross-functional team leader (product development, engineering, customer service, partner, marketing). • Implemented a 30% reduction in accounts that auto-churned over 30 days by improving card dunning techniques and customer experience around music silencing (bill collection events) • Reduced customer service billing calls by 75% via automation project integration with CMS, improved Overall NPS scores from -7 to +10 over one month period • Scoped pending migration to new recurring payment SaaS platform for $15M channel with complex B2B subscription rules for ~40K customers to improve churn and customer satisfaction • Crafted strategic roadmap and backlog for Magento + ParadoxLabs subscription management • Utilized MySQL, Crazy Egg, NPS reporting tools to find data that informed product and process decisions • Partnered with Pandora/SiriusXM to manage co-owned brand Show less

Digital Content Manager

• Nov 2018 - Jun 2019

Global eCommerce Account and Digital Content Manager: • Managed global web content marketing projects on an internal enterprise agency team • Strategized 20 global business unit website migrations to a central platform, including training Marketing teams on Drupal CMS, presenting data-informed hierarchy recommendations, and advising on content SEO strategy using tools like SEMRush • As Drupal/React Stack platform functional manager, strategize requirements with stakeholders, assist web dev team in scoping features and patches and manage all backlog planning • Spearheaded blog and landing page development project across several teams Show less

eCommerce Consultant/Automation and Digital Transformation Generalist

• Jul 2013 - Oct 2018

eCommerce Consultant: Digital Transformation and Automation Project Lead Leads automation (marketing, conversion, internal process/workflow management) and digital transformation (ecommerce, subscription) projects for SMBs Past project work: • Customer success, agency: • Led e-Commerce functional teams and interns within BigCommerce, Hubspot, Magento agencies • Responsible for educating clients and strategizing to improve conversion rate and AOV, lift customer acquisition via SEO and SEM, and overall channel KPI optimization • Analyzed marketing strategies for B2C online retail and B2B lead generation and suggested strategies to lift online sales and scale operations • Cross-functional team lead/vendor manager for UX, SEM, SEO, dev, content strategy teams • Determined digital strategy tracked back to relevant KPIs in Google Analytics, Hotjar, SEMRush • Developed funnel paths for leads and marketing automation strategies for sales teams at SMBs • Marketing lead, Hubspot: Crafted digital marketing strategy for content, customer reviews, loyalty and email automation for SMB startup Volstrukt • ECommerce Consultant, Groupby: Competitive Research for filtered search that reflected appropriate attribute interaction strategies Show less

eCommerce Digital Marketing Manager

• May 2015 - Jul 2017

Hired to grow challenging online sales channel and dovetail online retail operations, logistics, and online marketing for this brick-and-mortar construction materials retailer. Increased web traffic by 23% and overall conversion rate improved 475% from 0.4% to 2.3%. Increased top line sales revenue by 150%. Managed Digital Marketing (inbound, CRO, SEO, SEM, email automation, web development) and Retail Operations (eCommerce Channels, Loyalty, Fulfillment) Contributing strategies: • Replatformed to new eCommerce PaaS provider to provide better SEO and conversion optimization • Developing transactional content like how-to guides and product videos and professional product photography • Configured ShipperHQ real-time freight shipping quote system to streamline fulfillment of large items (iron doors, pre-assembled cabinets, palletized tile), decreasing phone calls for LTL shipping quotes by ~90%, removing manual barrier to checkout ("Call for shipping quote") Show less

Account Manager/Customer Success

• May 2007 - Jul 2013

Relationship Manager, Client Services (Customer Success Manager in Fintech), Jul 2010 to Jul 2013 Managed interactive web marketing presence for community financial institutions as primary Customer Success and client-retention specialist, maintaining websites that closely tie to existing FI business and marketing goals. • Cross-functional web project management with design, content, front-end dev, SEM, Dev • Trained clients on cloud-hosted proprietary backend CMS and content best practices • Achieved 95% client retention rates for 5 consecutive years (2009-13) in this role • Co-developed account team’s tenfold growth in 6 years as a trainer and SME on internal processes Invited to and attended internal Leadership Development Program Relationship Manager + Launch Manager, Jul 2009 to Jul 2010 • Productized highly custom web services processes into a streamlined GTM process to reduce customizations and improve GTM timelines. • Co-created operational system for building and launching websites with engineering teams, specifically as it pertains to client relationship (approvals, next steps, automations in Basecamp and JIRA, Gannt charts) • Successfully launched first 20 fintech websites for the company Consulting Manager, Marketing, May 2007 to Jul 2009 • Managed 150+ B2B accounts for fintech product launches and product marketing efforts. Show less