Erica Oliver, M.A. Email & Phone Number

Cambridge, Massachusetts, Us

Manage 150+ customer relationships; combination of new and experienced users.Work with customers regularly to understand business goals and provide appropriate resourcesPartner with cross-functional teams to 'solve for the customer' including, but not limited to, onboarding, up-sell/cross-sell, and renewals.Understand stakeholder needs and business key performance indicators to communicate strategic approaches to performance measurement and optimization opportunities.Day-to-day work includes 4-5 scheduled deep-dive meetings with customers, where we review their progress, make strategic and tactical recommendations, and keep them up-to-date on the latest product enhancements. Promote the growth of my install base by uncovering, scoping and qualifying opportunities to ensure customer retention and growthUnderstand technical roadblocks and make recommendations for solution implementation and core integrations where appropriateCreate comprehensive Account Plans for customers with a certain level of MRRForecast to estimate business performance against revenue targets to manage risk and identify growth and adoption opportunitiesCollaborate with Product Owners to facilitate direct lines of feedback from customers based on market needs and demandsCustomer Experience Champion: Monthly review of product feedback, in which we prioritize submissions from the entire organization with use-case context to inform product improvement.Engagement Assistant Champion: Team that piloted AI bot functionality to improve internal processes and work efficiencies for the entire Customer Success Organization.

Cambridge, Massachusetts, Us

Work with customers on recurring services and/or one-time outcome-based service packages to provide strategic advice as well as help to plan and build growth strategies which includes marketing campaigns and sales strategies.Build deep relationships and enable customers to become power users of HubSpot.Use marketing knowledge, creativity, communication skills, and organizational skills to help deliver tangible, positive results to customers’ growth effortsDrive product adoption across book of businessGuide customers in the Inbound methodology as well as sales & service methodologies to get the most out of the HubSpot product

Cambridge, Massachusetts, Us

Work autonomously to troubleshoot and further investigate to fix problem while adapting quickly to changing priorities and customer needs via phone or emailMaintain comprehensive knowledge of HubSpot to diagnose software issues and engage with product and engineering teams to solve more complex product issuesCollaborate with account managers or sales teams to identify opportunities for existing customers to use more services; which resulted in over $37.8K in revenue generation in 2020Provide support & guidance to Marketers, Salespeople, and Service professionals across customer base in navigating a variety of tools & features within HubSpotUtilize technical aptitude and familiarity with software concepts to assist with technical issues around APIs, HTML, & CSS, and 3rd Party integrationsAppropriately escalate billing and account security concerns

London, England, Gb

Assist with managing a program of 150+K publishers and lead day-to-day client relationsPresent weekly reporting on US business performance against budget, program maintenance, optimization opportunities, and recruitment efforts to further expand and contribute to the global success of the program.Lead global expansion of the Apple Music affiliate program by coordinating partnerships between record labels, entertainment websites, app developers, and ad networks.Act as the primary contact for Latin America business partners, along with monthly reporting on Canada and LatAm business performance, lead on recruitment, and presenting performance metrics to both regional program managers.Aggregate bi-weekly, the global conversion metrics report and status updates for the larger Apple marketing team.Reconcile outstanding payment claims by acting as a liaison for Apple and partners in the program on a quarterly basis.Respond to partner’s program inquiries through the customer support platform Zendesk daily.Provide one-on-one trainings for Premier partners on the platform Partnerize for reporting and account setup.Review and assess application submissions to determine program participation eligibility and potential for success.Audit Premier partners quarterly to maintain brand integrity and performance expectations.Assist with ad hoc business development requests as needed to help grow revenue for the larger affiliate team.Lead teamwide training sessions on both soft and hard business skills and Affiliate 101 trainings for company New Hires.Manage brand creative assets, presentations and program reporting on Box.Officewide subject matter expert on Influencer Marketing as a member of the Areas of Awesomeness team.

London, England, Gb

Developed and monitored sales performance for the affiliate channel; in conjunction with other channel initiatives.Maintained comprehensive reports and presented campaign/program business objectives for internal and client teams. Coordinated and executed the day-to-day management of the account.Developed and fostered relationships with client and affiliate partners.Created process documentation and trained team members on compliance best practices.Coordinated and managed regular compliance audits via platform application.Officewide subject matter expert on Digital Trends as a member of the Areas of Awesomeness team.

London, England, Gb

Day-to-day contact for national broadcast and cable commercial run confirmations to report to client and viewing team.Maintained flowcharts and presented promotion plans for each property’s film releases.Input and retrieved data from Media Ocean/DDS; coordinated billing discrepancy resolution with vendors and finance.Analyzed syndicated research and estimated ratings to determine best networks/programs for target audiences.Reported daily programming performance based on Nielsen data.Focused on internal efficiency, performance, and consistency, as well as overall customer service for both client and network representatives.Manage Threatical buying charts and posting on Shared Drive

St. Louis, Missouri, Us

Assisted end-users with web based application, network, and desktop related issues.Enabled advisors to operate within current legal and firm guidelines regarding social media presence by monitoring the stable operation of middleware applications.Addressed customer escalations in partnership with the marketing team through SalesForce.Reviewed, updated, and retrieved information from Microsoft Access to ensure correct and timely onboarding of advisors.Generated and distributed reports to appropriate stakeholders concerning weekly/monthly metrics and changes to program membership/activity and perform weekly data audits.Maintained relationships through open communication for product fixes and enhancements with vendors Tested and evaluated functionality of both applications to inform decision making, and/or address compliance concerns.Developed social platform processes and procedures, training plans, and conducted trainings.Provided ad hoc trainings (remotely) concerning application functionality and best practices for marketing and business development.

Online Marketing/Social Media: Research, content creation/curation, scheduling, reporting and SEOContent Development: Copywriting, optimization and migrationManagement: Data hygiene, lead processing, and CRM maintenanceReporting: Data collection, analysis, and report preparation

St. Louis, Mo, Us

Carried out business process analysis and optimization projects across University departments, Documented and analyzed business processesIdentified improvements and delivered recommendations that elevate the efficiency and effectiveness of the organization. Worked directly on process improvements alongside expert consultants.Supported and coordinated special projects,Applied analytical skills to solve moderate to complex problems and becoming well-versed in business process analysis. Document and model both current and future state processes using the IBM Blueworks software.Supported organizational change management and communications involving business process optimization.Provided technical and administrative support for the Process Center of Excellence.

Immersive Code Camp, Computer Software Engineering

Master Of Arts (Ma), Marketing

Bachelor Of Arts (Ba), Legal Communications