Facilitate a best-in-class post-sales customer experience from platform onboarding to adoptions, engagement, and retention - focused on automation, segmentation, and scale to allow our team to maximize efficient service delivery.Lead ChurnZero and customer success operations for the entire CS teamImplementation, training, etc. of ChurnZero and automation of customer success operations across the team.Utilize effective written, verbal, and presentation skills to connect with customers and deepen their adoption of the Brand Navigator platform.Dive deep into customer’s marketing and business goals using Success Plans to guide the relationship - and proactively advise customers (and internal brand strategy team) when shifts occur to ensure services deliverables are high-impact.Establish trusted advisor relationships with all customers while partnering deeply with brand strategists to deliver customer recommendations and reports.Leverage product roadmap and feature releases to share knowledge with customers and make recommendations to the marketing team on gaps in customer education to proactively share new content with customers.Advocate internally and share Voice of the Customer insights and data with the product development team to prioritize the features and functionality that customers are requesting.Work cross-functionally with internal teams such as data science, engineering, and brand strategy to address and resolve customer needs, involving appropriate escalation points as needed.Lead renewal conversations for accounts, maintaining an accurate weekly sales forecast in Clari, and prioritizing actions for account health using ChurnZero data.

Account Management: Oversee and manage 20+ client accounts providing strategic program advice based on customer goals. Maintain high customer retention rates and keep a regular cadence of QBRs to stay connected with customer needs and wants.Customer relationship management: Earn the trust of customers, understand their requirements and act as overall program advocate and escalation point.Program Strategy: Analyze and help customers achieve high utilization of deployed solutions.Training: Provide onboarding, support and troubleshooting for clients and their partners.Project Management: Project manage custom configurations and integrations. Work alongside the development team to scope, design and release these projects.Technical Support: Ensure critical customer issues are addressed quickly and effectively by collaborating with Support, Product Development, Professional Services, Cloud Operations, and Quality Assurance in a global environment.Sales Support: Work with sales and executives to participate in business and operational reviews with customers.Partner Marketing: Advise and help customers implement partner marketing campaigns and instill best practices.

Account Management: Management of 6-10 client accounts providing onboarding, support and troubleshooting. Run 5 – 10 weekly client calls to sync on proper platform set up, performance, and maintenance. Marketing: Share best practices on to and through partner marketing. Give strategic direction and advice on marketing campaigns and content that drive partner adoption and platform utilization.Training: Provide training and support for clients and their partners who use the platform. Technical Writing: Write and create documentation for current and new platform features. Project Management: Project manage 5+ longtail new features and special projects per quarter at client request. Work alongside the development team to scope, design and release these projects. Release Management: Manage weekly scrum and triage meeting. Provide workback schedule for releases based on available resources, total feature and bug hours, and company roadmap. Technical Support: Manage the support queue, assign developers to address issues, provide instructions on how to use the platform, and receive feature requests to share with the product team. Maintain response time of less than one day.Sales Support: Work with sales team to upsell platform features and enhancements. Help identify customer types and their needs/wants in the platform to target potential new customers.

Go-To-Market Campaigns: Plan and execute all major product announcements including email, social landing pages and website updates.Marketing Automation: Own customer and prospect email programs including three nurture streams, one newsletter per month and miscellaneous email comms. Social Media: Editorial calendar creation and maintenance, planned one month in advance. Maintain daily posting schedule and respond to comments. Research various homebuying content outside of the organization to build credibility.Content Management: Plan, write, edit, and publish bi-weekly blog content, monthly site updates, email, fliers and more. Relaunched company website with new copy and branding direction.

Monthly Webcast Production: Management of two, once a month, live webcast series from production to go-live, working with the studio and director on production timeline, launch, and editing.Project Management: Ownership of the project workback schedule and coordinating deliverables with the following teams: operations, production studio, content, social, and advertising. Content Creation: Creation and QA of all 30+ assets per episode (60+ assets per month), including landing page, email, newsletter, and blog content. Localization: Coordinated efforts for these two webcasts by localizing emails, landing pages and videos in 10+ languages.

Marketing Automation (Marketo): Implemented the company’s first marketing automation system. Created strategic plan to target customer personas via various nurture streams. Responsible for writing and editing all email communication, including 20+ nurture streams, monthly newsletters, product announcements and more. Lead scoring: Created in-house lead scoring model. Increased conversion rate by pinpointing and sharing targeted profiles to sales.Go-To-Market Campaigns: Project managed announcement plans for new products and services including email announcements, PR, social media, webinars and more.

Social Media: Implementation and management of five social media accounts: Facebook (10K fans), Twitter (6K fans) LinkedIn (500K fans), Google+ (200 in circles), Pinterest (40 followers). Events: Managed and executed two trade shows and two customer events a year. Go-To-Market Campaigns/Sales Enablement: Project managed announcement plans for new products and services. Worked with sales to teach/highlight new features. Worked with the marketing team to analyze competitors and create buyer’s journey. Website Optimization: Increased corporate website conversion rate through A/B testing.

Social media: Management of three social accounts, Facebook (180K fans), Twitter (3K followers), Pinterest (1K fans)Social media advertising: create advertising plan and manage advertising budgetSocial media editorial calendar: creation and management of social posting calendar publishing three posts per day, five days a weekCatalog production: Assist marketing manager with the production of 5-6 clothing catalogs per year sent to over 1M customersMulti-channel promotions: Assist Marketing Manager with planning and implementation of 5+ multi-channel promotions per year, including in-store promotions, promo cards, discounts and more.

Manage 3 social media accounts: Facebook (5K fans), Twitter (10K followers), MySpace (5K friends)Assist with planning and implementation of 4+ events per yearFacilitate sales callsFormat and edit approximately 30 one sheets for sales teamEdit approximately 80 classified ads and format the classifieds section once a weekStreet team event set up at 15+ eventsReceptionist – Answer phones and greet guests for an hour each day

Assist with client assessmentsCompile list of competitorsAssemble presentation deckConduct research on product, industry and brandingCopy editing

Assist with event planning and coordination for 3+ eventsPSA writing and editing for on-air announcementsUpdate website with concert and event information for all Seattle area eventsStreet team event set up at over 20 concerts and eventsInteract and inform listeners of station sponsor promotions via fliers, giveaways, etc.