Client Success Manager

• Nov 2020 - Present

Client Success Manager

• Apr 2019 - Apr 2020

- Managed tech-based patient access programs for pharmaceutical clients as first line of contact for support & analytics, focusing on customer success.- Compiled & presented monthly & quarterly business reviews to clients & provided project lifecycle updates.- Generated invoices to bill clients based on detailed analysis of product use.- Worked with sales, marketing & product development teams to present pitches to prospective clients & provided support during each step of the sales & onboardingprocess.- Recorded detailed notes of client meetings to be used as permanent documentation.- Researched industry trends & data to provide insight to sales managers whenapproaching new & existing clients with new business proposals.- Aided in identifying new potential customers to reach out to, focusing on accountmapping, strategic messaging & proposed product use cases.

Manager of Client Support

• Oct 2015 - Jan 2019

- Managed client support & training for publishers using our content management platform.- Addressed day-to-day technical support issues, coordinated with developers to deliver solutions quickly & effectively.- Managed on-boarding of new clients by providing tutorials & demos, both in person & via video conference, to provide platform knowledge & best workflow practices.- Used insights gathered from interactions with clients to write & maintain a repository of documentation resources for our users.- Worked with video producers to create on-demand video tutorials addressing workflows & best practices.- Trained new employees to the company & acted as a continuing resource for training & product knowledge.- Managed 2 teams of after-hours support reps, creating & maintaining on-call schedules & presented training updates to refresh knowledge & skills.

Client Services Manager

• Jul 2014 - Aug 2015

- Worked with luxury real estate brokers as the point of contact for website support on the company's platform. - Functioned as liaison between the clients & our development teams to help resolve technical issues, provide training, write documentation & express the needs of the clients to the company. - Interacted with clients via email, phone & teleconference. - Tracked & reported issues in a shared ticketing system (JIRA) as well as our own proprietary CRM. - Coordinated complex solutions behind the scenes between many branches of the company in order to provide a seamless experience for our clients.

Customer Service Manager

• Jun 2013 - May 2014

- Remotely managed 2 customer service teams in India & South Africa providing support for subscription based mobile apps for phones & tablets. - Managed financial transactions, generated refund reports & coordinated weekly batches of checks to be generated with the bank. - Worked extensively with Microsoft Excel to create budget reports for our finance team & I often collaborated with our development & marketing teams on a number of creative projects to improve customer experience. - Remotely managed 2 customer service teams in India & South Africa providing support for subscription based mobile apps for phones & tablets. - Managed financial transactions, generated refund reports & coordinated weekly batches of checks to be generated with the bank. - Worked extensively with Microsoft Excel to create budget reports for our finance team & I often collaborated with our development & marketing teams on a number of creative projects to improve customer experience.

Customer Service Supervisor & Social Media Director

• Aug 2010 - Jun 2013

- Supervised 2 teams of customer service representatives in New York & Manila in a call center for online retail. - Composed training curriculum, policies & created an entire online database to aid our team representatives while assisting clients. - Provided coaching on customer service skills & I was in charge of corresponding with clients via email & composing templates for the representatives to use as well.- Contributed on the company’s website & blog as a technical writer for product descriptions & policies. - Created the social media strategy & generated original content for the company’s various social media outlets to promote brand loyalty. - Developed integrated Apps through Facebook to drive new traffic through contests & sponsored promotions, & helped grow the company’s fan base by 120% within a year.