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Work Background
ServiceNowClient Success/Impact Program Manager - Fintech
Jan. 2024
Women of Customer SuccessMember
Apr. 2023Tampa, Florida, United States
Mad MobileManager, Enterprise Customer Success - Global Retail
Feb. 2023 - Jan. 2024Tampa, Florida, United States
eGain CorporationCustomer Success Manager - Digital CX
May. 2022 - Dec. 2022
GartnerGlobal Enterprise High Tech Customer Success Manager
Jun. 2021 - Jun. 2022Tampa, Florida, United StatesHighly Visible Client Facing Role Initiatives: Cloud transformation, data analytics, communicating the value of IT to stakeholders, Communicating MROI, digital transformation, FinTech adoption, IT vendor contract negotiations, Data Center Migration, Network Segmentation, IT Service Management plus many more.
- Leading the organizational "Anchors and Beliefs" initiative for my High Tech team as the Chief Recognition Officer/Recognition Captain
• Growing and managing a $5.2million portfolio of 90+ clients at various global enterprise high tech organizations.
• Retaining and renewing client accounts and maintaining a healthy IRR and CRR.
• Collaborating cross functionally with Sales team members and executive partners to provide strategic and proactive advisory services to C Suite executives at top organizations.
• Collaborating with internal stakeholders on QBR’s to ensure renewal and contract health.
• Managing prioritized accounts through collaboration with internal retention specialist by having monthly DBR’s to discuss account health.
• Nominated and operating as team Chief Recognition Officer to increase engagement in high tech Anchor’s and Beliefs initiative.
• Mentoring new hires on best practices, common pitfalls, and tips on social contracting.
• Creating “Knowledge Transfer Template” for new hires to use to ensure a smooth account transition post-training when they are first meeting their new clients. This contributed to the Gartner pillar of a “Fast Start” for clients.
• Increasing quick adoption of new PowerBI dashboard by leading a learning session on its risk tracking capabilities, contract detailing, and other important KPI tracking for continued CSM success.
• Amplifying high tech business unit brand message by managing web page on CM Web [Gartner internal site] about the details of what it means to be on the high tech team.
iHeartMediaDigital Marketing Account Executive
Nov. 2020 - Jun. 2021St Petersburg, Florida, United StatesClient Facing Role
• Maintaining regular communication to main proactivity of upcoming campaigns to help meet client needs.
• Collaborating with internal partners to create cohesive strategies for clients designated goals
• Educating and presenting digital assets to clients including: OTT, Google Ad Words, SEO, Social Media Marketing, Retargeting, YouTube Ads, Podcast advertising, Geofencing etc.
• Understanding and having working knowledge of Google Analytics and all social platform analytics dashboard and how to apply them to create a better optimized campaign. • Working with clients to collaborate on the most effective creative for their chosen campaign (visuals and audio).
The Parking SpotManager, Customer Experience
Jun. 2017 - Dec. 2018Dallas, Texas, United States
Greensheet MediaDigital Marketing Account Executive
Jun. 2016 - Dec. 2016Dallas/Fort Worth AreaHighly visible client facing role which required me visiting clients on-site and meeting with external stakeholders. Creating and overseeing digital marketing campaigns for clients including SEM, PPC, Social Media, and other digital assets
• Utilizing high level content creating for social media captions, website content, client blog content, and other consumer facing digital media
• Managing a team of 6 social media and content creators to ensure timely client campaign facilitation.
• Always providing high quality written and verbal communication to C level executives, internal employees, as well as inverted pyramid style for any communication that will be used for external purposes.
• Effectively collaborating with internal teams to ensure deadlines and KPI's are met.
• High level time management, prioritization, and process improvement.
• Having full knowledge of how to analyze marketing data to forecast campaign success, changes needing to be made, and next steps regarding follow-up sub-campaigns.
• Scheduling meetings (face to face, phone, or shared screen) with clients to go over analytics of campaign.
• Creating digital ads to be included in client marketing campaign
• Ensuring campaign was created within client budget
Apex Digital MediaSenior Business Development Manager
Mar. 2015 - May. 2016
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