Customer Success Manager/Architect

Evaluated business challenges and mapped Salesforce features, which increased customer account retention rate by 20%.
Streamlined client enablement and onboarding by implementing a webinar series, reducing the need for 1:1 sessions and enabling more efficient use of resources.
Led implementation efforts for entire project cycle across 150+ (SMB, Mid-Market, Enterprise) customers within 2.5 years, including solution consulting, post-implementation support, and technical validation.
Analyzed customer usage statistics, health indicators, and use-case growth potential to identify renewal and upsell opportunities, working cross-functionally with sales and product and resulting in a 20% increase in average order value (AOV).

Developed measurement strategies across 8 media channels, followed by detailed mid- and post-campaign reports, enabling effective campaign tracking and informed decisions for the following fiscal year.
Designed and generated comprehensive dashboards for 4 brands, delivering crucial insights to drive improved performance, identifying opportunities for campaign optimization, and guiding tactical decisions for ongoing and upcoming campaigns.
Collaborated with cross-functional teams to define key performance indicators (KPIs) and establish data-driven goals.

​​Leveraged SQL to efficiently extract datasets from the internal platform and third-party sources, managing all data-driven requests for 3 major-city client accounts.
Collaborated cross-functionally to develop tailored client strategies based on performance analysis and targeted geographic and demographic data findings.

Led digital marketing efforts for 10 pharmaceutical clients, using market research to rebrand their digital presence and achieve an average ROI of 9%.
Collaborated with the business development team to create strategic data-driven offerings, resulting in 4 new clients and growth in existing accounts.

Managed new and ongoing digital marketing activities and campaigns, which generated company awareness, increased site traffic by 125% and Twitter followers by 48%.