Responsible for driving commercial business transformation by working with executive sponsors on key customer experience & client success initiatives. Design & own the business strategy, processes, change management, project management & enablement program development for a 500+ person organization.• Owned multiple complex and large projects simultaneously from initiation through delivery. Managed planning/execution of strategic initiatives. Defined business objectives & KPI’s, developed & executed strategic plans and measured outcome/impact.o End to End Customer Experience Program (pre-sales to renewal)o Customer Journey and Persona Mappingo Teams: Roles, Responsibilities, Training, Enablemento Customer Success Manager Enablement Programo Technology: Gainsight CX platform launch, Salesforce.com & Tableau integrations & custom buildso Customer Engagement Programs: CSAT, NPS, Voice of the Customer, Client Advisory Board, Executive Sponsorships, Customer Appreciation

• Built and managed client success practice for LiveRamp B2B including: hiring/managing/coaching 10+ global Client Success Managers, operational playbook/best practices development & implementation, P&L management, forecasting, risk detection & mitigation, client retention, upsell, team coaching.• Managed $62MM+ in Revenue (Fortune 500 / BlueChip accounts) • Maintained avg/ 122% of quarterly revenue & retention goals; high employee satisfaction with zero attrition• Enabled cross functional collaboration with: product, marketing, privacy, legal, data ethics, support & professional services teams

• Contributed to building the Tech/Telco business vertical from the ground up by defining and implementing: business model/strategy, client engagement, program success and kpi measurement; cross-cutting role working across: Executive team, Engineering, Finance, Product, Marketing• Ensure high rate of program adoption and client retention while increasing P&L revenue• Data Strategist for assigned Fortune 500 client base (Oracle Data Cloud: Tech/Telco vertical)• Customer advocate, strategic partner, data analyst, project manager, and industry expert

Habesha Momma’s mission is to connect with communities inspiring hope and contributing to the health, education, vocation and spiritual care of individuals to achieve lasting change. Habesha means a group of people inhabiting the horn of Africa, and many Ethiopians use the term to identify themselves as native to Ethiopia.

• Customer advocate, strategic partner, data analyst, project manager, and industry expert for clients• Increased client renewal rate to 98%, consistently achieved high Net Promoter score (9/10) and increased cross-sell/up-sell revenue by 250%• Provide management/support of cornerstone C+ level enterprise client relationships • Act as clients trusted advisor, educating myself on all aspects of their business to provide sound strategic recommendations, optimizations & best practices• Project manage technology solution implementations and troubleshoot challenges to help clients realize the full value of Rio’s product capabilities and ensure high rate of product adoption• Facilitate technology integrations between complex tracking systems (javascript, cookies, web analytics, container tags, tag management solutions, on-click and pixel conversion tracking, ad serving & Big Data management technologies)• Liaise between internal departments, client’s vendors & the stakeholder to ensure timely completion of projects within or under the allotted budget• Monitor & report clients results, competitive landscape, and industry trends while delivering thought leadership• Write case studies highlighting client success stories to be used by sales, marketing, and clients• Develop and implement new account management processes to increase efficiencies and production• General oversight and management of the Seattle office • Develop and manage intern program with the University of Washington

• Conducted contracting, sales, and marketing for the Pacific Northwest market• Negotiated national and international corporate net rate agreements• Developed and executed co-op marketing programs for corporate clients, tourism boards, and other travel partners • Secured adequate inventory to support market growth• Developed and implemented pricing and promotional strategy for assigned product• Wrote promotional content and various marketing materials• Uploaded rates and inventory into BookIt’s Extranet site• Trained clients how to use extranet system• Provided management with business plan, forecasts and production reports • Facilitated training of in-house personnel on assigned accounts and special promotions

• Managed over 35 Forbes 100 client campaign projects as well as numerous in-house special projects to ensure resources are appropriately allocated, timelines adhered to, and key performance indicators are met • Wrote copy for marketing materials, white papers, websites, press releases, advertising campaigns, and internal documents• Negotiated contracts and managed revenue and profits for existing and prospective clients• Developed, implemented, and managed channel marketing strategy • Provided consulting services for Search Engine Marketing and Social Media utilization techniques• Attended and spoke publicly at industry related events as a representative of the company to establish favorable public relations

• Managed client relations for 100+ accounts on behalf of official Las Vegas tourism promoter• Cultivated and developed relationships with promoters of shows and events, liaising with clients’ sales, reservation, and senior management personnel• Identified and gained promotional opportunities for client shows, including cast appearances and cast inclusion in public relations events• Designed and delivered internal and external training sessions on important developments and methods for promoting client interests• Improved employee performance and morale by developing and implementing incentive system Managed all Private Label partnerships• Responsible for partner merchandising on VEGAS.com

• Directed group reservation department for world-renowned hotel with 5,000+ rooms and suites• Managed wholesale booking activities and maintained associated extranets• Supervised 18 employees including hiring, training, general oversight, and evaluations• Collaborated with meeting planners, convention services, front desk, and entertainment departments to assure that travel arrangements were seamless and that guests enjoyed exceptional service