Experience

Firebolt Group

• United States
• Technology, Information and Media
• 1 - 100 Employee

• Client Solutions Manager

  • Feb 2023 - Present



Valassis Marketing Solutions

• United States
• Advertising Services
• 700 & Above Employee

• Learning and Development Specialist/Trainer

  • Jun 2013 - Aug 2022

  • Applied strategic expertise training sales support associates in all areas of client and campaign management from client onboarding, pricing, contracts through program execution for both print and digital programs. Print Products included, Direct Mail, Inserts, Coupons and Solo Mail. Digital Products included Display, Mobile and E-Mail.• Collected data to identify patterns on topics and processes to prompt proactive transformation in existing standards and implement process improvements.• Developed training content from inception to implementation with key stakeholders, aligning organization goals to desired outcomes for sales support position.• Completed onboarding and training of new Client Coordinators, with ongoing coaching and mentoring to develop and improve demonstrated success of associate. • Collaborated with leaders to assist with the development of individual associates utilizing prepared training material or creating new, depending on need.• Led and managed needs analysis with stakeholders: identified, created and facilitated training curriculum, establishing effective delivery structure for new process and products.• Created assessments to measure training effectiveness and reviewing outcomes with learning reinforcement to improve knowledge retention and promote application of key learning concepts.• Evaluated advertising programs to ensure standard procedures observed and appropriate documentation retained. Identified potential process gaps and/or improvements needed. • Compiled internal training materials to ensure updates captured and accessible for associates. • Partnered with Product Management on new product rollouts to increase associate’s preparedness to support sellers.• Developed internal network of partners establishing cross functional relationships to call upon, when needed. Show less

• Client Services Supervisor

  • Aug 2011 - Jun 2013

  • Conduct hiring interviews with potential new candidates.• Managed Client Coordinators remote and onsite team supporting Consumer Packaged Goods and Retail Clients.• Coached and mentored team on Client Coordinator Role sharing expertise with emphasis on strategic partnership with sales team and career growth.• Prepared and delivered mid-and-year end reviews highlighting employee accomplishments, areas for improvement and providing individual coaching to enhance overall skills.• Facilitated conflict resolutions, when necessary, between Client Coordinator, Sales and/or clients.• Conducted weekly 1:1 meeting with associates keeping pulse on workload volume and career growth opportunities.• Handle issue resolution to ensure outcome satisfactory for business and client.• Collaborate with internal teams to identify process improvements. Show less

• Customer Success Manager

  • Sep 2000 - Aug 2011

  • Assisted Sales Executive and assigned customer base providing marketing solutions that engaged customers, activated a response and measured results for print and digital advertising campaigns. Print included Direct Mail, Inserts, Custom Print, FSI and Solo Mail. Digital products included Cross Device Display, Mobile and E-Mail.• Collected print and digital assets ensuring specifications aligned with applicable product.• Established and maintained client relationships, acting as liaison and client advocate between internal departments and clients.• Onboarded and set up clients for specific product implementation. This included credit established, preparing contracts and pricing negotiations.• Managed relationship and business of multimillion dollar consumer packaged goods and retail clients, providing account servicing and execution of multiple print and digital products.• Managed production timelines to ensure appropriate assets received and programs executed flawlessly.• Partnered with operations and manufacturing to address any production or delivery delays. Identified solution to alleviate any negative client experience.• Prepared client presentations for Sales team to support business products and services.• Prepare customized reports based on client needs. • Partnered with Data and Analytics team developing cost effective marketing lists to maximize household reach, interpreting outcome reports, preparing and presenting cost per market analysis for client review.• Partnered with Legal and Contract teams to facilitate contract modifications. • Maintained internal reports and supply data essential for sales forecasting.• Assisted sales in identifying clients for ancillary products based on individual needs and objectives. Show less