Drive customer understanding of business and organizational benefits of digital transformation with specific guidance and best practices on change management (short-term and long-term recommendations)Establish a partnership with key stakeholders to build Customer Success Plans, defining critical goals, or other key performance indicators as well as a roadmap for success for both systems integrations and user adoptionObsessively understand, document, track, and revise key performance indicators, working closely with data and analytics team to constantly evaluate customer data, identifying data trends and use cases for expansion in order to prioritize your workConsult on industry and product best practices and conduct (remote or in-person) Business Reviews to ensure the customer is achieving value and to address gaps and/or opportunities to unlock expansionAdvocate for customer needs/issues across product, marketing and support functions. Align seamlessly with sales, product management, marketing, and engineering teams and stay updates on latest releases and product capabilities

Develop a trusted, proactive, advisor relationship with customersSolved recurring issues, documenting and promoting best current practices Conduct end user training and database administrationDiscover and influence the customers internal metrics for success of Dotloop and ensure the customer knows how to achieve and measure those results Increase renewal rates and reduce churn.Collaborates with sales organization for renewal strategies, business case values,while cross and up selling accounts

Act-On Software, Inc. is the leading adaptive marketing automation provider for fast growing businesses. Act-On provides a cloud-based integrated marketing automation platform that enables businesses to effectively acquire customers, build loyalty and expand their relationships with these customers. My role:-Managing a base of accounts throughout the implementation process-Help create and manage a marketing automation process for a wide variety of businesses. This includes creating marketing funnel process that aligns with the buyer’s journey.-Help customers create custom work flows from API, FTP to custom HTML and Java Script. -Act-On product expert including the product's technical workings and practical business application.-Ensure customers are successfully using the software by working with them to understand their business objectives and recommend strategies to achieve those goals- Drive regular account reviews with customers and provide strategies to optimize return.-Work closely with internal departments such as Sales and Customer Support to provide services required to meet customer expectations.-Troubleshooting and analysis of customer reported issues

-Provides dedicated support to EmailDirect clients, including training and troubleshooting for web-based software, marketing consultation, program performance management, development of HTML Creatives, database management, and delivery optimization.-Obtained expert level knowledge of Email Marketing and Best Practices.-Managed, supported, and consulted with over 140 individual client accounts simultaneously.-Operated Full Service accounts that required development of marketing creatives, segmentation of databases, A/B testing, reporting, and deployment of campaigns.-Held strategy consultations for each new client in order to understand their goals and develop a plan of action.-Encouraged clientele to purchase marketing automation packages and developed all packages that were sold.-Built strong relationships with account representatives which gave customers a reassurance in our product and greatly supported our client retention rates.-Ability to troubleshoot a wide array of technical problems and relay answers back to customers jargon-free (HTML, API, Email Deliverability).-Provided thorough shared-screen training seminars for our web-based software for each individual user.-Ability to record all daily communications neatly and organized within our company CRM (Salesforce)-Contributed blog posts to the EmailDirect Blog - “Hello Inbox”-General administrative duties such as copying, research, data entry, etc.

EmailDirect helps companies strategically develop enterprise level email marketing campaigns through targeted emails, triggered messages and transactional email. With features such as Purchase Behavior Targeting, Relational Databases, API/SMTP integration, and advanced filtering segmentation, EmailDirect helps drive traffic and sales for hundreds of top online retailers.Specialties:Email Delivery, Email Optimization, HTML Coding, Email Segmentation, Email Automation, Reporting, Graphic Design Work, GEO Targeting