Experience

Precision Genetics

• United States
• Biotechnology Research
• 1 - 100 Employee

• Director of Client Operations

  • Apr 2023 - Present



ChannelAdvisor

• United States
• Software Development
• 500 - 600 Employee

• Manager, Account Services

  • Aug 2021 - Apr 2023

  · Forecast and manage $19MM book of business · Partner closely with the implementation and support teams to increase retention of business · Analyze trends and identify risk to mitigate first year client churn, resulting in a 10% decrease in client attrition · Develop and implement strategies to identify expansion opportunities · Identify solutions that meet the needs of clients and act as a point of escalation · Lead, develop, coach and ensure the success of 8 associates · Forecast and manage $19MM book of business · Partner closely with the implementation and support teams to increase retention of business · Analyze trends and identify risk to mitigate first year client churn, resulting in a 10% decrease in client attrition · Develop and implement strategies to identify expansion opportunities · Identify solutions that meet the needs of clients and act as a point of escalation · Lead, develop, coach and ensure the success of 8 associates



Indeed

• United States
• Technology, Information and Internet
• 700 & Above Employee

• Manager, Client Success

  • Apr 2019 - Aug 2021

  · Led and managed a team of 9 Client Success Specialists, with a focus on performance and individualKPIs· Partnered with Sales Directors to understand and resolve client concerns· Identified opportunities to facilitate knowledge and information sharing across functional areas andbusiness units· Provided guidance and best practice sharing on optimization strategies and identification coaching· Developed talent through professional goal setting, ongoing feedback and career development Show less

• Team Lead, Enterprise

  • Apr 2018 - Apr 2019

  · Built a team of 7 associates, through interviewing, onboarding and ongoing performance management· Owned and optimized a high-touch book of business, valued at $1MM· Collaborated across verticals to troubleshoot problems and streamline client success processes· Key contributor on special projects aimed to address broader team knowledge gaps· Acted as a point of escalation for technical issues

• Senior Client Support Specialist, National Accounts

  • Jul 2015 - Apr 2018

  · Assisted clients with new account setup, ensuring consistency in client experience across the brand· Co-facilitated in-person Business Reviews with clients, citing ROI, recommendations for optimizationand product walkthroughs for key stakeholders· Created custom reports leveraged as a storytelling tool for client retention· Diagnosed and resolved technical and finance related client concerns and issues

• Client Support Specialist

  • Apr 2014 - Jul 2015

  · Provided exemplary support to Sales and Account Management, assisting with Quarterly BusinessReviews and acting as a liaison with our Finance and Support teams· Partnered with Account Managers on client visits, acting as a valued counterpart to provide technicalanswers and campaign optimization solutions· Identified and troubleshoot technical issues for clients· Coordinated and oversaw the day-to-day work of one intern



WeightWatchers

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Ad Sales Coordinator, Digital Media

  • Sep 2013 - Mar 2014

  • Executed monthly billing and reporting of campaigns • Pulled performance recaps for all digital clients as needed • Built comprehensive digital advertising plans to send to clients • Managed all versions of weekly digital eNewsletters • Trafficked and optimized campaigns as necessary to ensure timely deliverance • Executed monthly billing and reporting of campaigns • Pulled performance recaps for all digital clients as needed • Built comprehensive digital advertising plans to send to clients • Managed all versions of weekly digital eNewsletters • Trafficked and optimized campaigns as necessary to ensure timely deliverance



Clabbor

• Community Manager

  • Sep 2012 - Sep 2013

  • Initiated ongoing market research and analysis projects • Recruited and supervised contract employees • Developed sales presentations for marketing purposes • Initiated ongoing market research and analysis projects • Recruited and supervised contract employees • Developed sales presentations for marketing purposes



NBCUniversal

• United States
• Entertainment Providers
• 700 & Above Employee

• Ad Sales and Market Research Intern- TV Distribution

  • Jun 2011 - Aug 2011

  • Prepared PowerPoint presentations for account executives • Learned and utilized Dealmaker to assist in targeting key advertisers • Updated Media Sales Spec Sheet for 11/12 season for distribution to key agencies • Reported spending requests for research and finance teams • Prepared PowerPoint presentations for account executives • Learned and utilized Dealmaker to assist in targeting key advertisers • Updated Media Sales Spec Sheet for 11/12 season for distribution to key agencies • Reported spending requests for research and finance teams



Variety

• Entertainment
• 300 - 400 Employee

• Ad Sales Intern

  • May 2010 - Aug 2010

  •Performed research to obtain prospective new clients •Created Microsoft PowerPoint presentations for use during outreach to clients •Substantial contact with new clients to assess their needs •Participated in international web-meetings within the company to brainstorm new ideas •Performed research to obtain prospective new clients •Created Microsoft PowerPoint presentations for use during outreach to clients •Substantial contact with new clients to assess their needs •Participated in international web-meetings within the company to brainstorm new ideas