Customer Success Manager

• Dec 2021 - Present

Customer Success Manager

• Jan 2021 - Dec 2021

• Supported a portfolio of 60+ accounts, ranging from small to large ecommerce companies throughout North America • Provide on-boarding service and product training sessions to new customers • Monitored metrics and developed actionable insights to improve efficiency and performance • Hosted daily status calls and weekly ad hoc meetings with clients to promote client satisfaction and keep all parties abreast of changing digital environments within Google and Facebook • Analyzed marketing data, including marketing trends, competitor performance and product strengths • Performed troubleshooting of software to resolve issues and escalated situations to technical department Show less

Account Manager, Customer Success

• Apr 2018 - Sep 2019

• Supported a portfolio of 8 - 10 clients, ranging from $10K to $1.5M in monthly revenue in insurance, home security and pest control industry• Tracked sales data to assess trends and make proactive strategy changes• Prepared client budgets by reviewing all client billing and managing monthly invoices• Increased longevity of Call Marketplace accounts by providing individualized customer service and developing relationships with account holders• Set up contracts, negotiated rates and hammered out service terms• Monitored budgeting, forecasting, expenditures and performance for all accounts• Partnered with Sales Account Director and Partner Management team to prepare, design, implement and measure success of campaigns Show less

Supervisor, Campaign Management

• Aug 2015 - Mar 2018

• Built, implemented and updated effective SEO strategies• Led team of 10 Campaign Managers and offered regular coaching, mentoring and help with daily tasks and career development• Worked alongside DexYP client on managing/optimizing 5,000 SEM account portfolio• Define daily and weekly resource allocation to adjust team focus to help reach SLA goals for specific tasks• Produced and submitted monthly reports outlining progress against KPI objectives• Helped lead account management, strategy, targeting and campaign development for our DexYP client• Prepared and gave presentations to clients and other project stakeholders• Directed hiring, training and performance evaluations for Campaign Management staff and supervised daily activities• Managed project deadlines and monitored milestones through completion stage Show less

Lead, Campaign Management

• Mar 2013 - Jul 2015

• Assisted Supervisor in coaching, mentoring and helping Campaign Managers with tasks and responsibilities.• Managed team workloads to ensure SLA goals were being met on daily/weekly/quarterly basis• High-Spend SEM Campaign Management: Created and maintained reports to analyze campaign metrics and lead investigation of changes in campaign performance in relation to advertiser goals, identifying growth opportunities or impending issues.• Collaboration: Worked with other members of my immediate team, product team, and senior leadership to formulate and adjust strategies for advertiser SEM/PPC campaigns. Show less

Campaign Manager 2

• Jan 2011 - Feb 2013

• Created and reviewed SEM campaigns according to internal best practices and Google AdWords and Bing AdCenter requirements.• Created and reviewed content for SEM campaign landing pages.• Performed regular optimizations to ensure SEM accounts were meeting agreed-upon Cost-per-Lead and Budget Pacing goals.• Communicated with client counterparts on daily basis regarding account changes and inquiries.• Trained new hires on campaign creation process, client communication and optimizations Show less

Manager

• Feb 2003 - Nov 2010

• Strategized plans to increase bar revenue through innovative promotional concepts, specialty drinks and customer-focused events • Created effective employee schedules maintaining coverage at peak times and minimizing labor costs • Guaranteed optimal beverage stock by assessing weekly inventory and collaborating with owners for corrective action planning to limit expenses • Determined business needs by acquiring client feedback for process improvements • Managed bar inventory, restocked supplies and placed orders for spirits, beer, wines and mixers • Handled money, balanced tills, processed credit card payment batches and prepared bank deposits, maintaining 100% accuracy • Maximized customer service by training staff, overseeing operations and resolving issues • Increased profits with enhanced inventory oversight and strategic pricing adjustments • Handled escalated customer concerns with speed and knowledgeable support to achieve optimal satisfaction and maintain long-term loyalty Show less