Led team of six focused on renewal & expansion goals for 1300 customers Established and executed upsell strategiesDeveloped portfolios, commission structures, and individual goals for enhanced team performanceCollaborated across FreeWill management teams to solve attrition trends

Originated management role by spearheading recruitment and expansion of teamImplemented ramping & onboarding program for new account managersStreamlined processes that enhanced data insight, improved customer satisfaction, and reduced churn rates

First in new role with a focus on nonprofit renewals and product upsellsInteracted directly with customers to facilitate renewals and upsells, addressing objections

Partnered with small and growing nonprofits using the Salesforce NPSP PlatformEngaged in strategic relationships with executives at nonprofit partners to support digital transformationsProvided recommendations and solutions across development, programming and engagement departments

Oversaw new sales, renewals and upsells across the tri-state marketDeployed aggressive prospecting strategy leveraging customer and vendor referrals to drive sales

Led event execution utilizing GiveSmart services including registration, silent and live auction and fundraisingProvide superior customer service throughout client’s event Train and supervise event staff and volunteers on GiveSmart technology and procedure

Handled donor customer e-mail and phone support through Zendesk Troubleshooted account errors with donors and site visitorsCoordinated donor refunds and payment inquiries

Managed all customer accounts and support through InfusionSoftOversaw all customer support including e-mail and phone communication with subscribersSold custom subscription plans for new and recurring customers Processed customer payments, coordinated and approved refunds

Coordinated marketing and digital media for Direct Message Lab Created content for company website and monthly client-directed newsletter Analyzed and produced data and best practice reports for clients

Promoted content and events through new media for the websiteLaunched campaigns to successfully use social media to increase engagementProduced regular coverage on Penn State student activities

Maintained blood drive calendars and paperwork including volunteer & donor listsPerformed general administrative duties (reception, schedules, etc.)