Digital Customer Success Manager

• May 2021 - Present

Key Responsibilities: • Consulting with customers to develop a digital marketing strategy for their product and services • Provide insightful digital advice to positively impact the customer and aid the business in achieving its overarching objectives of customer retention and revenue growth. • Work closely with customers to ensure campaigns are performing in line with customer objectives and expectations. • Reviewing campaign performance metrics and customer feedback to develop solutions and recommendations to achieve desired outcomes • Supporting the business by notifying Media Sales Advisors of any account risks, issues or opportunities, and helping to mitigate any risks through account deep dives as and when required. • Providing customers with digital marketing insights and recommendations to maximise their ROI. • Setup, monitor and optimise paid advertising campaigns for Thryv customers • Manage day-to-day paid activities across multiple media platforms, including Google, FB and Instagram • Prepare and distribute performance reports for customers, while ensuring that they are of high quality and meet required timelines Show less

Client Service Manager-Digital Marketing

• Jun 2019 - May 2021

Key Responsibilities: • Drive successful adoption and on-boarding of customer's website, hosting and digital marketing solutions. • Create value for customers by partnering to define plan with identified objectives, milestones, risks and metrics needed to achieve their digital marketing goals • Form strategic relationship with key stakeholder to understand customer's business within their industry and develop strategic roadmap. • Partner with internal teams to develop strategic and technical plan that help customer to achieve their business objectives. Show less

Client Service Professional

• Sep 2015 - Dec 2018

Key Responsibilities: • Provide first level support using existing processes, knowledge manuals or other reference materials • Be first point of contact for Customer Support escalations for APAC region • Manage global projects and initiatives in collaboration with the other Support Delivery Managers Key Responsibilities: • Provide first level support using existing processes, knowledge manuals or other reference materials • Be first point of contact for Customer Support escalations for APAC region • Manage global projects and initiatives in collaboration with the other Support Delivery Managers

Escalation Specialist

• Jun 2012 - Apr 2015

Key responsibilities: • Serve as the single point of resolution for the customer and assist with product information and site navigation. • Ensure that new customers are familiar with Yahoo! procedures and processes that will impact their ability to manage their online businesses. • Provide feedback to management regarding necessary changes and updates (including upgrades, functionality and customer care issues) • Accurately record customer trends using internal tools Key responsibilities: • Serve as the single point of resolution for the customer and assist with product information and site navigation. • Ensure that new customers are familiar with Yahoo! procedures and processes that will impact their ability to manage their online businesses. • Provide feedback to management regarding necessary changes and updates (including upgrades, functionality and customer care issues) • Accurately record customer trends using internal tools

Analyst

• Jun 2011 - Dec 2011

Key responsibilities: • Completes Premium Audits for Property & Casualty commercial insurance policies-Workers’ comp and General Liability. • Works directly with the policyholder by phone to obtain payroll and other accounting record information and details about their business to apply correct classifications and exposure amounts for these policies. • Manages inventory escalated to themselves to meet customer time service and quality requirements. Key responsibilities: • Completes Premium Audits for Property & Casualty commercial insurance policies-Workers’ comp and General Liability. • Works directly with the policyholder by phone to obtain payroll and other accounting record information and details about their business to apply correct classifications and exposure amounts for these policies. • Manages inventory escalated to themselves to meet customer time service and quality requirements.

Operations Team Member

• Jun 2009 - Dec 2010