Sr. Client Success Manager

I am innovatively developing unique programs and tailored solutions to boost brand loyalty, both internally and externally, among clients while crafting employee and customer communication strategies grounded in human-centered design principles and neuroscience. I collaborate closely with VPs/CMOs to align client business goals, managing project budgets for profitability without compromising excellence. Coordination with Research and Analytics teams leads to the establishment of key performance indicators (KPIs) and measurement strategies. I foster a culture of unwavering customer satisfaction, providing leadership support and swiftly addressing client issues in tandem with senior management. Additionally, I oversee critical HR operations, including hiring, training, and on-boarding new team members, contributing significantly to the company's present success and growth.
• Established engaging CRM strategy SOWs and delivered implementation support to major pet
pharmaceutical, automotive, retail, loyalty program, and petroleum services clients in US/Canadian and European Markets.
• Led multifaceted client engagements across diverse industries, collaborating closely to discern corporate needs, develop tailored solutions, and adeptly manage Profit and Loss (P&L) for these projects, ensuring optimal financial outcomes.
• Cultivated strong relationships within our current client base, resulting in a remarkable 105% increase in corporate revenues from our Ford US business partnership.
• Skillfully directed a variety of market and competitive analysis initiatives, overseeing numerous projects and assuming full accountability for senior project management. This strategic effort directly contributed to the launch of an innovative service offering by the organization, driving a substantial 30% uptick in consulting business from existing clients and enticing an additional 15% new client acquisition.

Managed online marketing campaigns and interactive marketing projects for Ford’s Shopper Marketing team. Promoted projects on varied mediums comprising Paid Digital OLA, Video, E-mail, and Site content. Coordinated with proprietary internal systems and platforms to lead campaign launches such as trafficking, creative development, Q/A, and troubleshooting.
• Managed campaign budgets to assist in determining ROI while ensuring strict adherence to agency and client-approved brand communication strategies.
• Enhanced advertising campaigns in collaboration with cross-functional teams from various disciplines, including Media, Creative, Project Management, Account, AdOps, and Analytics.
• Supported creating and managing campaign trafficking for OLV and OLA marketing campaigns for Ford's biggest annual sales event for 12 regions throughout the Midwest.

Demonstrated expertise in enterprise sales, client services, and strategic leadership. Proven track record of developing and executing tailored engagement campaigns, leading cross-functional teams, and driving business growth through innovative solutions. Adept at restructuring campaign strategies for optimal performance and
fostering collaborative relationships with strategic partners. Skilled in defining organizational procedures/SOPs, conducting consultative client enterprise analyses, and contributing to business development efforts.
• Managed Profit and Loss (P&L) for a comprehensive portfolio, which included a multitude of marketing campaigns and well-established enterprise client relationships, effectively optimizing financial performance.
• Successfully supported clients in developing bespoke engagement campaigns with precise target audience alignment and specific objectives.
• Held responsibility for meeting and consistently exceeding sales quotas, ensuring revenue growth across all enterprise clients and overall firm. Led company to grow over 600% in revenue YOY (2011-2015)
• Lead business development initiatives by actively participating in various capacities, including providing expert project management consultation, meticulously crafting budgets and proposals, delivering compelling client presentations, and formulating winning strategies tailored to intricate clients with extended sales cycles. Notably, secured multiple six-figure contracts with major clients, underscoring my exceptional management and leadership within the role.

Bachelor of Science in Industrial & Systems Engineering