- Manage Tier 1 Accounts: Chase Bank, Verizon, Citibank- Drive client retention, renewals, up sells, and client satisfaction- Work closely with Analytics and Ad Operations to determine root causes for customer success or failure, and drive requirements for product or process enhancement and development as needed - Leverage technical tools and quantitative data to successfully guarantee high customer satisfaction and renewal- Prepare and manage daily/weekly reporting - Input and manage client Salesforce profile - Project Manage Ad-Hoc initiatives outside of regular platform abilities to result in extra revenue- Interface with Product and Engineering teams as the voice of the customer- Manage RFP opportunities

The Client Solutions team is responsible for managing client relationships and the delivery of solutions for Rocket Fuel’s clients. My position, as a member of the Client Solutions account team supports the Rocket Fuel self-service DMP clients. As part of a cohesive team I work to deliver the best breed of customer service and performance.

- Clients include but are not limited to: General Electric, MillerCoors, Four Seasons, Time Inc/Amex Publishing, Panasonic & Rodale Inc- Work collaboratively with customers and the Adobe Product Management team toimplement the Adobe Social platform- Collaborate with the Adobe Consulting teams on a regular basis to ensure customerrequirements are met successfully and on time- Communicate with the product team to share product requests and feedback fromnew and existing customers- Ensure customers adopt and maximize the product to prove tangible business value,guaranteeing customer renewals- Identify account up sell opportunities and work with sales to ensure that accountrevenue is growingAdobe is consistently ranked as one of FORTUNE magazine’s “100 Best Companies to Work For.”

- Responsible for servicing clients including General Motors, ESPN, SONY, COTY, L’Oreal, Taco bell, and MPG - Manage several database systems which maintain the clients yearly media advertising plan - Conduct customized training sessions for clients, on software usability via web & in-person - Help install, trouble shoot, and update client software.- Support a customer service helpline- Responsible for day-to-day client communication, and software updates, database customization - Implement software enhancements, and bug fixes on a client by client basis- Investigate and test software inaccuracies and work with QA to implement changes- Responsible for analyzing data, running reports, and database queries - Responsible for tracking and updating client contracted support hours toward for monthly reconciliation- Assist with sales and contract renewals for existing and/or new clients

-Troubleshoot and monitor system issues with clients through diagnostic and application procedures.-Log and track incidents via a management database; maintain history records and related problem documentation.-Work closely with business analysts, product developers and technical team to explain software errors or to recommend changes to programs and provide workflow recommendations to current and new software products.-Assisted with QA testing and data gathering for new and existing software products.-Handled basic technology issues such as recycling LUID's and clearing security violations-Troubleshoot error messages and other violations to determine whether local IT or specialist should handle.

-Assisted clients by resolving their billing and delivery issues.-Communicated daily with Accounts Receivables for other invoicing and due accounts issues.-Managed and updated client database.-Handled manual credits and other heavy administrative duties.-Maintained and oversaw delivery of features to clients.-Monitored clients contracts with UM and made sure any cancellations or issues were consistent with the terms of agreement.-Assisted with pushing and selling our products and features.-Acted as liaison between Features Editor and clients regarding corrections or feature replacement.

-Conducted multi-layer research to locate key media personnel and gather other relative contact information.-Monitored and researched article/photo reprints for use in press and media kits.-Created press and media kits.-Collected and maintained press clippings inventory.-Wrote press releases, media alerts, client biographies and company profiles.