Heather Lee Email & Phone Number

Bozeman, MT, US

Los Angeles, California, US

Los Angeles, California, US

Phoenix, AZ, US

As a highly experienced Client Success Manager, I have a proven track record of building and maintaining strong relationships with clients to maximize their lifetime value and drive new business opportunities. My expertise in implementing the Pragmatic Framework, conducting webinars, and providing product demonstrations has enabled me to consistently meet.

Longmont, CO, US

• Project management, maintain visibility for projects specific to deliverables, KPS and tracking fiscal performance.
• Support the Marketing Director in establishing and evaluating a marketing strategy and plan by analyzing and assembling sales forecasts, updating calendars and organizing and planning promotional presentations.
• Manage order execution for digital products across multiple platforms according to the order specifications as provided by Account Executives.
• Implement project tracking software for system integration with sales and creative team.
• Manage team of creatives to ensure timely and on-budget delivery of all print and digital marketing assets.
• Act as designer as needed- creating digital and print assets, including presentations, RFI and RFPs for existing and potential clients.

Philadelphia, PA, US

• Specialized in driving revenue growth and customer retention for a portfolio of existing mid-market customers. My ability to identifyincremental revenue opportunities and focus on customer satisfaction enabled me to.
• Met & Exceeded monthly sales quotas by identifying and closing incremental sales and revenue opportunities.
• Renewed customer contracts to protect and grew existing revenue streams.
• Built and maintained strong relationships with assigned accounts to ensure alignment of products & services with their needs.
• Developed and delivered tailored solutions to meet the needs of assigned customers.
• Led the cultivation, execution, and delivery of sales & services to local & regional accounts in the Enterprise & mid-market segment.

• Responsible for driving revenue growth & customer retention for a portfolio of Enterprise and Midmarket customers, totaling $6 million inannual revenue. I served as the single point of contact for all areas of the.
• Managed a base of 400 Enterprise & Midmarket customers with a strong emphasis on contract negotiations, product proposals, andcustomer retention.
• Conducted quarterly business reviews with customers to ensure that overall account status, service performance, billing, inventory, andcontract end dates are aligned with their needs.
• Attended sales meetings with potential new logos/customers and presenting the Client Services Manager role and responsibilities.
• Led internal account reviews to determine and execute on account strategies that drive revenue growth.
• Forecasted revenue and identified risks for assigned base of customers, including churn, credits, and write-downs.

Philadelphia, PA, US

• Expertly managed and nurtured relationships with key stakeholders at multiple levels, leading to increased revenue and customersatisfaction.
• Achieved a 98% retention rate through proactive account management and strategic upselling efforts.
• Demonstrated a deep understanding of clients' technical needs and provided tailored solutions that aligned with their business goals,resulting in the securing of a $4.6M revenue through three-year contract renewals.
• Proven ability to provide exceptional post-sales support, including training and point of escalation management, to ensure clientsatisfaction and retention.
• Acted as a technical liaison between internal and external teams, effectively communicating and coordinating efforts to deliversuccessful product launches and implementations.

Philadelphia, PA, US

• Proactively monitored systems to ensure optimal performance and troubleshooting of digital headend equipment, settop deployment,channel mapping, post-launch, and conversion implementation processes.
• Acted as liaison between field engineers, billing vendors, and cable operators.
• Subject matter expert for support, documentation, and training for internal system applications and ticketing.
• Spearheaded and implemented standard operating procedures for troubleshooting, isolating fix agents, and conducting postmortemsresulting in improved communication and reduced system downtime.

Developed, implemented and executed B2B and B2C marketing plans to drive brand awareness and increase market share. Managed media relations, researched industry market and analytics, and fostered relationships with key stakeholders, client and vendors. Created advertising including print and digital assets.

Denver, CO, US

• Implemented an efficient billing process that significantly reduced payment processing times and product changes, resulting in increasedrevenue for both clients and the company.
• Developed and conducted internal training on customer service, daily operations, end-of-month billing, and post-merger troubleshooting.
• Acted as liaison between internal and external vendors to ensure customer satisfaction, product quality, and performance.
• Worked closely with the marketing team to develop and execute a strategic B2C marketing plan, resulting in increased brand awarenessand customer engagement.

US

• Successfully managed the launch and conversion of new systems for cable operators, including satellite-delivered linear channelservices, customer premise equipment conditional access configurations, video on demand.
• Created & implemented product management processes & documentation, ensuring successful product launches & client satisfaction.
• Provided ongoing guidance, training, & support to clients post-launch to ensure smooth operation & maintenance of the new systems.

Monitored and verified billing system transactions for multiple vendors including troubleshooting billing transactions, resolving operational issues, database management and billing vendor conversions. Conducted end-to-end product testing and certification of new billing system vendors for implementation and integration. Created and led on-site billing.