Agatha Entote Email & Phone Number

Vancouver, Bc, Ca

CS owl > CS owl > AS owl > CS owl. 🦉

Vancouver, Bc, Ca

As part of the Scaled Account Management team, I actively contributed towards driving renewal and ARR growth by delivering value-led business reviews, strategy workshops, and other engagements at scale across a book of 230 customers totaling $2M in ARR and $8.6k ACV.- Exceeded targets during first full quarter in the role, accomplishing a 79% NRR across a quarterly book worth $387k spread across 47 accounts, while securing 9 multi-year renewals in the process.- Maintained cross functional partnerships across multiple teams (e.g. Sales, Finance, Implementation, Support) to continuously secure opportunities for ongoing value realization, account expansion, and on-time contract renewal.

Calgary, Alberta, Ca

Leaning on a proven CS approach rooted in empathy and collaboration, I partnered with a book of over 50+ Corporate customers at Athennian consisting of enterprise in-house legal departments, private equity firms, and real estate companies among others totalling $1.4M in ARR and a $27k ACV. - Drove sustainable organic account growth by effectively navigating and guiding customers through the full retention + renewal cycle, all while maintaining a qualified pipeline of upsell opportunities within my book of business.- Achieved a 75% NRR to date across accounts renewing in 2023 (with 80% being multi-year contracts and an average lift of 10%) through a discovery-based approach designed to minimize back and forth negotiations. - Secured a 2-year extension with a large private equity client ($45B AUM, $40k ACV) less than a year into their current multi-year contract by quickening their Time to Value out of Athennian, and building an open line of communication between the client and Product team as a way to strengthen the relationship.- Proactively built comprehensive playbooks focused around optimizing key customer success motions such as proper account transitions between CSMs and the handover process between CS and Delivery/Implementation teams.

Vancouver, Bc, Ca

In my role as a Scale CSM, I was responsible for managing a named book of over 80 mid-market and Enterprise customers spread across multiple verticals (including FinServ, Healthcare, and Higher Education) amounting to more than $1.1M in ARR. This means relying on effective segmentation and prioritization of my book while working with clients in creating lasting relationships that help them put trust in Hootsuite as their (mischievous but wise) partner in social. - Employed a proactive yet prescriptive approach founded on trust while building authentic client relationships with stakeholders across all levels (including C-suite) to ensure adoption and continued success with the product.- Leveraged available customer usage data and KPIs in order to clearly identify potential at risk accounts, develop impactful retention strategies, and create/execute on success plan to mitigate against potential churn. - Regularly ran executive business reviews and status calls with key stakeholders, informed customers of upcoming product releases, and established cadences with key accounts in order to meet mutually aligned goals/priorities.- Served as a keen advocate for customers in echoing their feedback about the product to internal teams, while championing for product features and improvements reflective of the customer's current/future needs.- Key part of a tiger team spearheading the roll out of multiple scaled 1-many strategic customer engagements across the Commercial space. This included transforming engagements typically run on a 1-1 basis, adopting the material for a wider audience, and successfully facilitating 4 separate workshops.

Vancouver, Bc, Ca

At Hootsuite, I was part of a wider 5-person team specifically tapped to manage a very large volume of North American SMB accounts (in the thousands) using a technology-centric 1:many pooled model. - Served as one of the first points of contact on a client's post-sales journey, from initial kick off to onboarding and beyond, partnering with them throughout their time at Hootsuite as a trusted advisor and consultant.- Utilized knack for understanding customer needs and natural rapport-building skills in maintaining a deep familiarity of clients’ short-term needs, with the goal of converting this understanding into long term success.- Consistently provided prompt, thoughtful, and efficient customer engagements (including quarterly check-ins, training sessions, and progress reviews) for clients across a wide variety of verticals and revenue footprints.- Applied practiced conflict management + negotiation skills, a knack for diplomacy, resourcefulness, and a highly collaborative attitude in resolving difficult customer cases, escalations and account-related issues.- Worked closely with Renewal Managers in mitigating churn while allowing for highly accurate revenue forecasting by monitoring and identifying at-risk SMB accounts using a holistic approach supported by data.- Fostered close working relationships with Sales teams through proactively identifying potential upsell opportunities and partnering with Account Managers in order to facilitate SMB account growth.- Hosted virtual knowledge-sharing sessions to enable the global CS organization on leveraging Gainsight while promoting platform best practices and building authority as subject matter expert on utilizing the platform.

Reporting to the Senior Account Manager and eventually the Group Account Director, I managed the end-to-end creative development + execution of various ATL projects, with a focus on TV spots and digital material.- Seamlessly coordinated the launch of multiple TVCs and Digital assets under tight turnaround times, liaising with agency partners (media, digital marketing) and broadcast producers to ensure alignment and on-time delivery.- Actively managed client relationships by regularly updating stakeholders on ongoing projects and anticipating future needs, in addition to translating client requirements into clear contact reports, briefs and job orders.- Monitored project budgets and costs at every stage of a project, while producing cost estimates for new projects.- Served as point person for evaluating claims in creative material for adherence with local ad standards council guidelines.---Affiliated with the Grey Group, Campaigns & Grey has been producing famously effective advertising for over 30 years as one of the country’s leading full-service ad agencies - spanning ATL, CSR, Shopper Marketing, Activations, PR, and Digital.Accounts handled: Wyeth Nutrition, GlaxoSmithKline (Oral Care), Fly Ace Corporation (Jolly Foods)

Vancouver, British Columbia, Ca

Working closely with the Senior Project Manager and Operations Manager, I was initially hired to be a primary resource for resolving website support requests. I wore many different hats and eventually expanded my role however to include project coordination responsibilities based on my interest, aptitude, and keen organizational skills.- Assisted Senior Project Manager in setting up projects across Mavenlink and Google Drive, quoting and scoping for new projects as well as creating sound project documentation (including functional requirements and proposals).- Monitored the agency's support queue and served as key support coordinator, ensuring that customer issues are resolved in a prompt manner while engaging in frequent technical troubleshooting.- Effectively communicated client requests to the Production team and worked directly with front and back-end developers to ensure accountability and the continuous flow of deliverables throughout a project's lifecycle.- Established daily resource schedules and worked with Senior Project Manager in managing shop priorities based on ongoing and incoming projects in the pipeline.- Took on role of key subject matter expert and training resource for Backbone’s custom CMS (content management system) – produced comprehensive training materials and trained clients on how to use the CMS.---Main accounts handled: Vancouver Coastal Health, Fraser Health, Teck Resources, Easton Cycling & Race Face Performance, Chambar, Plen+y, and IGA/Fresh St. Market

Burnaby, British Columbia, Ca

Initially a 4 month Co-op term, my contract was eventually extended and I was kept on after graduation. As a result I also got to work across both Travel and Car Insurance products in completing both strategic and tactical marketing initiatives.- Provided project timelines, tracked project status and costs, coordinated approval of creative, and conducted post-mortem analysis on campaign results to support the successful end-to-end execution of multiple traditional/digital marketing campaigns and product updates.- Handled budgets for multiple marketing campaigns as well as a large six-figure overall advertising budget for Car Insurance, working with external vendors and Accounting in order to reconcile invoices and complete monthly accruals with accuracy.- Drew actionable insights from analyzing external market conditions and internal KPI, web metrics, as well as completing extensive research on the competition.- Aided in revitalizing the Community Engagement seminars for Travel Insurance by acting as a key event support contact to 27 Service Locations, proofing seminar invites, and taking the lead in refreshing existing collateral with an external agency.- Executed three sales incentive programs that achieved an average 8.5% growth in policy sales by working with Finance to build reporting structure, providing timely results to sales network, and coordinating the production of program materials.

Vancouver, Ca

- Coordinated the on-time deployment of weekly Career Centre newsletters, regular updating of Sauder website content, and creation of eye-catching digital signage content.- Spearheaded the creation & execution of comprehensive digital marketing plans for key Career Centre initiatives such as the BCom Resume Book and annual BCC Satisfaction Survey. - Exercised keen project coordination skills initiating a resume database initiative by fielding submissions from over 200 students, proofreading resumes, liaising with career consultants, and facilitating communication between parties.- Formulated survey questions, verified data, and employed statistical methods to analyze over 700 responses for an annual student satisfaction survey; delivered and presented findings through a comprehensive report to key BCC and student government stakeholders outlining areas of improvement and actionable recommendations.

- Took on additional responsibilities and became the initial point of contact for potential tour and event goers, managing the online ticketing system and answering customer queries as needed.- Convinced management to implement social media as essential part of marketing plan by conducting audit of existing strategy, evaluating and applying web analytics as well as creating a continuity plan for the next marketing assistant. - Grew existing online community on Facebook by 30% and Twitter by 16% through building relationships with key food influencers and actively promoting Swallow Tail events as an on-site “social media correspondent”.

Master Of Business Administration - Mba

Bachelor Of Commerce, Marketing Co-Op