Compliancy Group

Implementation Specialist

2020-Present · Implementation Coach for a Compliance SaaS company, managing a portfolio of 150+ clients across a range of industries that include the Healthcare sector, MSPs, SaaS organizations, Nonprofits and more. · Responsible for account management and customer success, educating clients on HIPAA, OSHA, SOC2 regulations while onboarding our web- based Compliance tracking solution. · Consistent performance against monthly KPI targets for Implementations completed and Customer satisfaction with top NPS scores. · Assist with documentation for Knowledge Base articles (software and training documentation) and Marketing Newsletters. · Provide training for new employees on company platforms and processes.

Event Journal, Inc.

Director of Client Services

2012-2020 Customer Success Manager Relationship management of a portfolio of 30- 40 strategic accounts that raise $4M+ in charitable donations a year via our site and services. Improved customer retention rate so that 91% of client roster is renewals and 73% of those renewals are clients with a minimum of 4 years of business with the company. Generated incremental revenue from clients by upselling add-ons and upgrading accounts to higher tiers. Developed new workflow processes and updated current policies (including onboarding map, Quality Control and proofing processes, collaboration, client approvals) to streamline delivery channels and maximize resources of small start-up staff. Created client Training programs which increased product adoption and improved both clients' ROI and customer satisfaction survey scores. (Click here for client testimonials) Project Management: Served as central resource and client advocate for Out-of-Scope projects and Customization requests, providing cross-functional, interdepartmental support for service improvements and add-ons (expertise in Basecamp, Microsoft Project, Asana, Kanban).

Video Monitoring Services

Client Services & Product Development Specialist

2004-2011 All phases of Support, Advisement and Customer Success Management to Advertisers and Advertising Agencies in the media monitoring space across multiple verticals (Telecom, QSR, Pharma (OTC and DTC), CPG, etc.) to ensure customer satisfaction, optimize adoption, deliver product support, and foster long-term business relationships and revenue growth. Complete Customer Success Management in the media monitoring space for ten Advertising Agencies and their Brand clients across multiple verticals (Telecom, QSR, Pharma {OTC and DTC], CPG, etc.) to ensure customer satisfaction, optimize adoption, deliver product support, and foster long-term business relationships with an eye toward new revenue streams and renewals. Integrated client base into new corporate Sales structure after former company was purchased, helping transition clients into new business model and software services, assuring business continuity while also selling additional range of products. Used Salesforce to execute and keep track of client interactions and manage the pipeline for Sales and deliveries. Conducted personalized Training and Onboarding with a focus on best practices to ensure clients were getting full value from our services, while promoting opportunities for upsell and add-on features to enhance our services and expedite successful outcomes. Collaborated with the Sales team as-needed to help close new accounts, conducting web- based and on-site Product Demonstrations to secure year-over-year revenue growth. Frontline technical support working with Operations and IT to resolve site errors and outages, as well as issues with Production deliveries. Key resource in the overhaul and development of our new flagship Media Monitoring software, as the Sales Advocate and Client Experience expert guiding the SDLC (Software Development Life Cycle), writing use cases, providing Q/A testing for new features and supporting the deployment teams with testing and approval in the move from Staging to the Live environment. Cross-functional resource and advocate for the Clients’ custom requests and project roadmaps, liaising between Clients, Sales and IT Developers to gather new feature requirements and then shepherd these through the SLDC from concept to release. Partnered with companies such as Nielsen, SQAD and Media Monitors to help develop systems to ingest measurement data (occurrence and expenditures) to complement our Ad, Print and Digital Media monitoring system to expand and power the analytics available to our clients. Education Master’s Degree, English (M.A.) State University of New York at Stony Brook Bachelor’s Degree, English (B.A.) State University of New York at Stony Brook Awards Received Phi Beta Kappa Honor Society Cum Laude Dean’s List (Every Semester for Four Years) CompTIA A+ Certification Skills MS Office: (Word, Excel, PowerPoint, Project, Access, FrontPage, Publisher, Outlook) Basecamp, Kanban and Asana (Project Management) Salesforce, Infusionsoft/Keap, Gainsight and other proprietary CRMs Tigerpaw (Tech Support/Tech Support Ticketing) Webinars for Client Training (WebEx, Zoom, GoToMeeting, Teams, Google Meet) Slack for Team Collaboration Google Analytics Web Page Building with Xara Working knowledge of HTML and Photoshop Camtasia Studio, Screencastify, TinyTake for Video Creation