Kate Martin
Senior Account Manager at Roya.com- Claim this Profile
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Bio
Amy LeBlanc Heffron
You are a breath of fresh air for clients and teammates alike. Thank you so much for the hard work and innovation you’ve brought to this role!
Amy LeBlanc Heffron
You are a breath of fresh air for clients and teammates alike. Thank you so much for the hard work and innovation you’ve brought to this role!
Amy LeBlanc Heffron
You are a breath of fresh air for clients and teammates alike. Thank you so much for the hard work and innovation you’ve brought to this role!
Amy LeBlanc Heffron
You are a breath of fresh air for clients and teammates alike. Thank you so much for the hard work and innovation you’ve brought to this role!
Credentials
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CPR; AED
American Red Cross
Experience
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Roya.com
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United States
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Technology, Information and Internet
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1 - 100 Employee
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Senior Account Manager
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Mar 2021 - Present
Highly motivated Account Manager who is passionate about excellent customer service. I develop and manage post-sale relationships with our major accounts and act as a liaison for internal and external client communications. Through active listening and extensive account research, I conduct strategic conversations with clients to find the best possible solution for their unique scenarios. During these meetings, we comprehensively review their accounts data from PPC campaigns, Banner ads, Google Business Profile Manager, Social Ads, Social Posts, SEM and on/off site SEO efforts. The clients' success is my number one priority and through additional exploration of their performance data, I am able to propose recommendations that will both fit their budget and assist with meeting their goals!
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iMatrix
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Advertising Services
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100 - 200 Employee
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Client Success Outreach Specialist
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Jan 2020 - Mar 2021
-Provide a level of customer service that goes above and beyond the normal -Liaison for client-facing departments to bridge the gap in communication and increase client satisfaction -Conduct check-in calls to reengage ‘dark clients’ i.e. update their websites, revisit their marketing services, probe for additional sales opportunities -Proactive outreach to check in with new clients: Ensure their experience is going pleasantly and address any hiccups that may deter them from staying in the future -Proactive Billing Outreach: Resolve client financial issues in a timely manner -Red Flags: Initial retention efforts to solve any new or ongoing issues with their services -tNPS Surveys: Contact clients to gain insight on their experience whether it be positive or negative and act accordingly Additional projects taken on: -Created SOP’s for various Client Success workflows to refer to and for future training purposes -Created/adapted Client Success Email Templates = 2% gain in efficiency -Created ‘Welcome Kit’ email to be sent to all new clients when transitioning out of onboarding process -Perform audits on various workflows to share with management for Churn Analysis -Stepped into and quickly learned the Retention role for core clients with minimal training when we were down a team member during a world-wide pandemic -Signed 17 clients back into contracts before project was placed on hold -Took it upon myself to learn basic website editing to alleviate some of the work load and turnaround for our support team
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Club Pilates
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United States
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Wellness and Fitness Services
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700 & Above Employee
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Studio Manager
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Dec 2018 - Nov 2019
-Managed facility and staff -Created Sales SOP and rolled out to team -Created a variety of tools to help track sales and increase efficiency -Created synergies with local businesses -Worked with AGM to establish performance management process to address underperforming employees Increased member engagement through the development of hosting periodic events and promotions Maintained employee and customer satisfaction -Managed facility and staff -Created Sales SOP and rolled out to team -Created a variety of tools to help track sales and increase efficiency -Created synergies with local businesses -Worked with AGM to establish performance management process to address underperforming employees Increased member engagement through the development of hosting periodic events and promotions Maintained employee and customer satisfaction
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Hilltop Preschool
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Poway, California, United States
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Marketing Consultant
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Jan 2018 - Dec 2018
• Managed social media accounts for client, generating interest for existing and upcoming services • Tracked and analyzed social media and online marketing initiatives • Created social media content with consistent content and tone • Increased customer engagement through social media • Contributed to business receiving "Business of the Year" for Poway as well as "Best Private School of the Year" in North Inland County • Managed social media accounts for client, generating interest for existing and upcoming services • Tracked and analyzed social media and online marketing initiatives • Created social media content with consistent content and tone • Increased customer engagement through social media • Contributed to business receiving "Business of the Year" for Poway as well as "Best Private School of the Year" in North Inland County
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LA Fitness
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United States
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Wellness and Fitness Services
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700 & Above Employee
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Front Desk and Kids Club
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Sep 2014 - Dec 2018
• First line of communication in-person and by phone • Collected deposits, fees, and payments • Resolved service-related problems in a timely manner • Reported maintenance problems to the appropriate personnel • Maintained account records • First line of communication in-person and by phone • Collected deposits, fees, and payments • Resolved service-related problems in a timely manner • Reported maintenance problems to the appropriate personnel • Maintained account records
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Mention My Biz
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United States
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Technology, Information and Internet
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Sales Specialist
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Jun 2017 - Jan 2018
• Demonstrated product features, answered questions and persuasively overcame objections. • Drafted, finalized and submitted paperwork to complete sales. • Answered customer telephone calls promptly and in an appropriate manner. • Assisted in driving sales goals and achieving monthly quotas. • Demonstrated product features, answered questions and persuasively overcame objections. • Drafted, finalized and submitted paperwork to complete sales. • Answered customer telephone calls promptly and in an appropriate manner. • Assisted in driving sales goals and achieving monthly quotas.
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Education
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2014 - 2017
Grand Canyon University
Bachelor of Business Administration (B.B.A.), Business, Management, Marketing, and Related Support Services -
2013 - 2014
Palomar College
Marketing
Community
