Senior Customer Success Manager

• Jan 2023 - Present

All roles + responsibilities of the CSM role held from Sept 21 - Jan 23, PLUS:Backs up value + overall strategy recommendations with data, provides analysis of metrics for each brand partner through monthly cadence calls and deep-dives annuallyDeveloping training and assisting new CSM hires for the companyHolds a chair on the Diversity, Equity, and Inclusion committee/taskforceWorks across all departments of the company to drive sales growth and success with current and potential brand partnersDevelops retail digital marketing strategy alongside 20+ brands covering 8+ industries to achieve brands’ sales growth and success globallyFocuses on value realization, regularly exceeds client expectations, backing up recommendations and industry strategy at the retail level with data and analyticsManages multiple inbound and outbound emails, calendar invites, and meetings with multiple contacts each day. Effective with time management, prioritization, and multitasking Show less

Customer Success Manager

• Sep 2021 - Jan 2023

- Serves as the primary point of contact for assigned customers and act as an internal partner and quarterback across Promoboxx, driving platform adoption and development/execution of ongoing account plans focused on value realization. - Responsible for day-to-day internal and external action items in support of assigned customers, including platform training, driving effective meetings with proper planning and followup, and working with internal teams to resolve outstanding issues and escalate as needed.- Leverages Promoboxx expertise and knowledge of clients' business to increase customer value, engagement and platform adoption as well as to identify opportunities for account expansion.- Drives relationships at various levels of the client organization; plan and oversee a multi-tiered client engagement strategy.- Effectively prepares and delivers client presentations and QBRs, using data to craft a compelling story.- Proactively identify any customer risks and collaborate with internal teams to remediate and ensure a successful renewal.- Works closely with the Promoboxx Product team to ensure the Voice of the Customer is captured in the roadmap planning process. Show less

Onboarding Specialist

• Feb 2021 - Sep 2021

- Helping to create an onboarding experience that scales- Building and maintaining resources to guide onboarding efforts and support continuous customer education- Partnering with Product to design an in-platform experience that supports a rapid and customer-driven onboarding process- Development of training materials and curriculum- Advising and training new clients and new users in our existing customers on optimal use of the Promoboxx platform- Driving and facilitating client’s successful launch- Use key metrics and to measure program efficiency and prioritize initiatives- Manage and maintain successful working relationships with clients Show less

Outfitter (Old Town)

• Oct 2020 - Dec 2021

Sports Marketing Specialist, Digital/Social

• Nov 2018 - Feb 2021

-Managing, planning, and implementing the social media marketing for all Mizuno Running North America channels, speaking to the target market, and specifying spend plan for boosted content as well as ads -Creating and managing Promoboxx campaigns sent to all running retailers for product launches -Managing influencer marketing, primarily through Instagram -Assisting with video and photo shoots for product and "Epic Run" series (providing pre-production and on-site assistance) -Delivering monthly updates on the digital landscape for the division to the field sales team -Presenting at bi-annual sales conferences -Writing and producing radio ad spots Show less

Media/Marketing Copywriter

• Jan 2018 - Sep 2019

Writing and editing copy for the Spirit of Atlanta website Social media marketing - assisting in planning, writing/editing copy for posts (Facebook & Twitter) Email marketing - writing copy for emails and letters as needed Merchandise - providing input (from the female, alumni, and consumer perspective) on potential clothing and physical souvenirs before the season Writing and editing copy for the Spirit of Atlanta website Social media marketing - assisting in planning, writing/editing copy for posts (Facebook & Twitter) Email marketing - writing copy for emails and letters as needed Merchandise - providing input (from the female, alumni, and consumer perspective) on potential clothing and physical souvenirs before the season

Guest Advocate

• Aug 2018 - Dec 2018

Organizational and Membership Manager

• Feb 2018 - Jun 2018

*Temporarily filling in for Astrid Grimes while on maternity leave* (February 2018 - June 2018)* Membership Management Bank of America Charity Team Management (Team CARA) Races & Events/Member Recruitment Ambassador Program *Temporarily filling in for Astrid Grimes while on maternity leave* (February 2018 - June 2018)* Membership Management Bank of America Charity Team Management (Team CARA) Races & Events/Member Recruitment Ambassador Program

Sales Associate/Fit Specialist

• Sep 2016 - Apr 2018

- Work with customers to ensure proper fitting of footwear and sports bras utilizing our FITlospohy - Be proactive in learning the details of each shoe, apparel item, and accessory in the store as well as fit and function - Work one-on-one and as a team to ensure each customer receives a unique customer experience from the sales floor to the cash wrap - Build genuine relationships with customers through active listening - Determine the customer’s needs and offer suggestions or alternatives - Help to maintain organization, cleanliness, and restock storewide - Be an ambassador for Fleet Feet Sports at all activities, functions, and happenings. Show less

Green Room Hospitality

• Oct 2017 - Feb 2018

Supports the production manager by providing agreed hospitality and superior customer service to visiting artists / performers / clients and crews. Supports the production manager by providing agreed hospitality and superior customer service to visiting artists / performers / clients and crews.

Staff Writer

• May 2016 - Dec 2017

- Maintain daily communication with the Atwood Mag Admin team - Write song reviews, album reviews, concert reviews, spotlights, and a variety of other pieces at least once per week - Interview artists and ask questions that fit Atwood's aesthetic - Respond quickly to emails - Primary writer for "Time Machine," a weekly column deconstructing classic tunes. See what I've done: http://atwoodmagazine.com/author/erika-kooda/ - Maintain daily communication with the Atwood Mag Admin team - Write song reviews, album reviews, concert reviews, spotlights, and a variety of other pieces at least once per week - Interview artists and ask questions that fit Atwood's aesthetic - Respond quickly to emails - Primary writer for "Time Machine," a weekly column deconstructing classic tunes. See what I've done: http://atwoodmagazine.com/author/erika-kooda/

Color Guard Technician

• Aug 2015 - Dec 2017

As a part of the instructional staff at Downers Grove South, techs are responsible for cleaning the ensemble movement/equipment as well as assisting individuals with their technique and execution of the choreography. As a part of the instructional staff at Downers Grove South, techs are responsible for cleaning the ensemble movement/equipment as well as assisting individuals with their technique and execution of the choreography.

Color Guard Staff

• Aug 2013 - Jul 2017

Writing/re-writings rifle, flag, and dance movement for the color guard. In charge of the technique used on flag, rifle, and movement. Directs the cleaning of the work, (making sure the timing for each individual member is uniform.) Works one-on-one with students to ensure understanding among the group as a whole of the work/choreography, drill, and concept of the show. Offers emotional, mental, and physical support to students as needed. Breakdown of positions by year -- 2013: technician 2014: caption head, choreographer 2015: technician, choreographer 2016: technician, choreographer Show less

Student Worker

• Oct 2013 - May 2017

Secretary - answering the phone, scheduling students to meet with faculty, working on department projects, social media, having a good understanding of current events in the department to be able to answer questions.Studio Time - scheduling students, maintaining a safe and secure environment, maintaining clean classrooms/equipment/booths, assisting students with technical and production issuesTeacher's Assistant - assisting students, engineering voice actors' recordings, engineering interviews Show less

Executive Vice President of Communications

• May 2015 - May 2016

-Recording/Distributing weekly meeting minutes for both Senate and Executive Board meetings-Serving as mentor for the External Affairs Committee-Creating semester-long (15-16 weeks) social media plans; ensure the External Affairs Committee follows and executes above plan correctly-Attending meetings for assigned committees, representing the student voice for the college, and reporting back to the Executive Board and Senate

Production Assistant

• Jan 2016 - May 2016

Responsible for writing and producing spots, PSAs, show promos, and imaging as assigned. See capstone project below, a 30-minute audio documentary titled "40 Years of Family: Spirit of Atlanta." Responsible for writing and producing spots, PSAs, show promos, and imaging as assigned. See capstone project below, a 30-minute audio documentary titled "40 Years of Family: Spirit of Atlanta."

Web & Marketing Intern

• Jan 2015 - May 2016

CARA is the largest running organization in the midwest, and the third largest in the country. They are the voice of the-every runner; whether they run a few miles a week, training for their first marathon, or are competing for an age group win. CARA helps runners run better, farther, faster, and with more fun by clearing paths to a wealth of training, social, outreach, and advocacy programs, while promoting friendships and personal fulfillment. Website management and edits, building/editing/sending newsletters to specific groups of people and members, managing social media, analytics, and memberclicks. Show less

Associate Producer/Stage Manager

• Oct 2013 - Sep 2015

Timing full rehearsal and each bit of the show to ensure the meeting of strict timing requirements, legal paperwork for musicians, re-writing, assisting the stage manager direct actors, and helping 'tear down' the set with engineers. Timing full rehearsal and each bit of the show to ensure the meeting of strict timing requirements, legal paperwork for musicians, re-writing, assisting the stage manager direct actors, and helping 'tear down' the set with engineers.

Social Media Consultant

• May 2014 - Oct 2014

Setting up adequate social media for a small-town small business, responsible for promoting the business and giving the company the online presence desired "from the ground up." Setting up adequate social media for a small-town small business, responsible for promoting the business and giving the company the online presence desired "from the ground up."

Production Assistant (Intern)

• May 2014 - Aug 2014

Assists the Program Director as a "radio generalist", performing a variety of job duties needed by the organization that provides job experience applicable to my education. This includes on-air work, recordkeeping, production and automation, fundraising, and memberships. Functions as a member of the staff team. Assists the Program Director as a "radio generalist", performing a variety of job duties needed by the organization that provides job experience applicable to my education. This includes on-air work, recordkeeping, production and automation, fundraising, and memberships. Functions as a member of the staff team.

Stage Manager

• Jan 2014 - Aug 2014

For the Centennial Year Celebration, Grand Rapids State Bank (GRSB) hosted two live productions. In January, held at the Reif Center, a variety program. And in July, held at the Forest History Center, a music festival entitled the "Forest Jam." The job of the stage manager was to assist in the loading/unloading of equipment for performers, be sure the performers knew what time they were on deck, what time they would be performing, to ensure they stuck to the schedule, and providing beverages and refreshments of choice. Show less

Office Assistant

• Mar 2009 - Aug 2013

Filing, customer service, cleaning Filing, customer service, cleaning