◦ Managed a portfolio of 8-10 SMB & Enterprise clients◦ Provided strategic consulting, including business plan & marketing strategy development◦ Leveraged B2B marketing best practices to provide a clear path to drive more value from Eloqua◦ Documented customer requirements, processes & marketing goals◦ Leveraged my extensive Eloqua knowledge to engineer campaigns, automated programs & custom solutions◦ Helped clients understand features & functionality to achieve… Show more ◦ Managed a portfolio of 8-10 SMB & Enterprise clients◦ Provided strategic consulting, including business plan & marketing strategy development◦ Leveraged B2B marketing best practices to provide a clear path to drive more value from Eloqua◦ Documented customer requirements, processes & marketing goals◦ Leveraged my extensive Eloqua knowledge to engineer campaigns, automated programs & custom solutions◦ Helped clients understand features & functionality to achieve better marketing results◦ Developed necessary supporting documentation to maintain assets, programs or processes designed & delivered through the service◦ Managed weekly calls with power users to discuss progress, project status & prioritize new projects◦ Provided product/feature Demos to Management, Sales and other members of the team. Show less

◦ Managed a team of Tier 1 Product Specialists◦ Ensured consistency & case quality across the team◦ Provided coaching & training to team to ensure customer satisfaction◦ Handled account escalations by internal team members & external clients◦ Ensured client satisfaction with both the Eloqua platform and overall support experiences

◦ Responsible for case escalations due to unsatisfactory response or upset clients◦ Ensured clients were satisfied & happy with the new response or solution provided◦ Followed up on cases with low satisfactions survey results◦ Provided recommendations for improving service & case surveys◦ Vetted & verified bugs prior to passing them to development.

◦ Provided clients with the best customer service experience◦ Averaged the highest client satisfaction scores & most cases handled/closed.◦ Handled inbound support calls as well as email cases◦ On-boarded new hires, trained them in proper call handling techniques