Susan Fry Email & Phone Number

Los Gatos, California, Us

Integral part of sales organization - a thought-leader throughout the sales process by articulating and demonstrating how UserTesting’s solution solves business challenges and delivers positive business outcomes.

Mountain View, Ca, Us

• Provide technical expertise for industry partners to support pre-sales by way of product demos.• Manage a portfolio of strategic industry partner accounts from various verticals/industries.• Build service delivery plans and content roadmap with partners.• Deliver professional services and lead as a trusted advisor in assisting with course launches that provide high quality content on the platform.• Enable industry partners to achieve their strategic goals through product expertise, project management services and knowledge of Coursera’s pedagogical best practices.• Be the key orchestrator for all of the Coursera cross-functional work streams associated with strategic industry partners, conduct regular internal taskforce discussions and executive reporting.• Run data performance analysis to find ways to optimize course success.• Manage marketing initiatives to successfully promote courses for a broader reach – help convert trial subscribers into paying leaners.• Contribute to internal projects and initiatives and serve as Subject Matter Expert for specific technical or process areas.• Codify creative solutions delivered to partners into best practices that can be replicated across entire partner ecosystem.• Address all product-related queries in a timely manner.• Liaise with product team for enhancement requests/alternative work arounds when standardized tool does not meet partner’s requirements.

Ann Arbor, Michigan, Us

Technical Account Manager (7/2019 - 4/2022)• Provide technical expertise for clients to support pre-sales and post-sales processes.• Address all product-related queries in a timely manner.• Effectively train clients on the use of products.• Provide product managers with client feedback to help identify potential new features or products.• Report and submit issues on product performance.• Identify solutions to reduce support costs.• Analyze client needs and suggest upgrades or additional features to meet their requirements.• Liaise with the sales department to win new business and increase sales.

Ann Arbor, Michigan, Us

Project Manager - Implementation Consultant (7/2015 - 9/2017)Project Manager - Lead Implementation Consultant (10/2017 - 6/2019)• Manage all aspects of new survey implementations for clients across all industries (Retail, B2B, B2C, Healthcare, Finance, etc.) and measurement channels (Store, Post-Visit, Fulfillment, Web, Mobile, Mobile App, Call Center, etc.).• Understand the client’s business, industry and key KPI’s to effectively develop their questionnaire to provide meaningful, actionable insight from an analytical standpoint.• Facilitate all interaction and communication during implementation with client and internal teams, including scheduling touch base meetings, agenda creations and managing timelines.• Facilitate code development with internal technical and QA teams.• Support and manage clients from implementation through go-live: monitoring data, ensure that code is working correctly, correct any issues that might arise.• Answer client questions, concerns, requests. Effectively forecast and prioritize use of time and expectations for client, internal teams, and self. Adhere to expected internal process and protocols.• In addition to expected tasks for an Implementation Consultant also took on additional responsibilities to help support teams which include submitting translation requests, creating static links for email deployments, updating email templates and survey edits.• Work with Product Managers as an SME for the Launch team on new products.

Ann Arbor, Michigan, Us

Client Analyst, Data• Work directly with multiple clients as the primary point of contact and responsible for creating and sustaining highly valued, long-term relationships via successful project and account management.• Create content for surveys for a variety of customer channels (web, mobile, in-store, contact centers).• Work with internal resources - sales, tech, UX to ensure implementation of the surveys are successfully executed on time.• Address and manage any issues or concerns from clients as they arise.• Analyze data, interpret, and present meaningful insights to create a story in the metrics and prepare and present findings in reports delivered throughout the term of the contract.

Troy, Mi, Us

• Manage the development and production of custom instructor led training, web-based training, virtual training programs and performer communities (SharePoint).• Work collaboratively with client/SMEs, internal development staff, contract writers, instructional system designers, web programmers, and quality assurance team. • Work within project management systems and quality processes to assure efficiency, high quality, and effective training solutions for clients.• Support the Business Development Manager in developing overall account strategy and act as a client liaison to develop and strengthen client relationships.• Manage the redesign and launch of the i3Logic.net website (WordPress).• Work directly with VP of Operations to develop and execute new internal initiatives.

Ann Arbor, Michigan, Us

• Oversee all aspects of ecommerce projects built on the Magento ecommerce platform.• Responsible for production schedules, projections, and budgets.• Act as lead liaison between clients and internal team members during the entire build process. • Managing time and tasks for Design, UX/AI, Marketing, Software Engineers, Interface Developers and QA teams. • Clearly define project scope, create effective project plans, and ensure the timely, on-budget delivery of initiatives.• Advise clients on recommended solutions, industry best practices, and aligning services with client goals.

Commerce Township, Michigan, Us

Manager, eCommerce/Interactive (3/2012 - 3/2013):• Set sales forecasts and promotional calendars, managing to the projected ROI.• Manage online vendors, partnerships, consultants, and e-commerce staff.• Perform all Analytics Analysis including site traffic, Paid Search, and SEO.• Manage the development and delivery of projects for our global brands which include HoMedics, House of Marley, Powerbag, myCharge, HMDX Audio and Sharper Image.Senior Project Manager (7/2010 - 3/2012):• Manage the development and delivery of projects for the eCommerce/Interactive team. • Clearly define project scope, create effective project plans, and ensure the timely, on-budget delivery of initiatives. • Work on campaigns that include online marketing initiatives, eCommerce sites, product demos, and other consumer facing initiatives. • Develop templated websites using HTML and CSS for newly secured vendors and distributors internationally selling HoMedics and The House of Marley products.• Work proactively and collaboratively with every team in the organization. Main liaison between internal clients and the Interactive Team.

Los Angeles, Us

• Develop and manage national value-added promotional programs for Ad Sales clients aimed at new and/or existing clients.• Project Manage integrated value-added promotions including spots/interstitials, sweepstakes, contests, and product placement/integration for national Ad Sales clients.• Effectively coordinate efforts across departments with internal constituents, including: Ad Sales, Production, Legal, On Air and Online Interactive Promotion, On Air Design and Creative Services.• Build & maintain excellent relationships with Ad Sales clients and other promotional partners.• Ensure projects are executed on time and under budget, reporting on this data.

Southfield, Mi, Us

Manager of Business Development• Actively prospect and generate client business through warm and cold calling, mailings, and face to face meetings.• Nurture and grow current client relationships into long lasting partnerships.• Develop comprehensive proposals and presentations for client initiatives that meet clients' interactive marketing goals and ensure client results will be met.• Complete mid and post promotion reports using industry standard data and promotion database results to communicate effectiveness of promotion in meeting the client's objectives.• Manage results-driven recruiting activities to acquire the highest caliber candidates.• Assist in reviewing and hiring of all candidates in the LA office.• Serve as consultant in strategically planning and executing the growth of the LA office – location, facilities, layout, hiring, marketing, training, client relationships, and continuous improvement. Specialist, Fulfillment Services• Administrate successful interactive sweepstakes promotions for all major clients – over 75% of Fortune 100 companies.• Actively participate in discovery and kick-off meetings regarding new promotions to develop timeline for fulfillment and customer service.• Manage crucial timeline for bonding and registration of promotions in applicable States.• Perform quality assurance on all promotion rules, emails, and prize awarding.• Upon selecting a potential winner, create affidavits and winning emails. Notify and verify all winners according to standards set forth in rules and participating States.• Communicate with project managers regarding verified winners and creating winner’s template to be submitted to client.

San Francisco, Ca, Us

• Interview, prospect, and hire top-quality sales associates.• Train associates in fundamentals of increasing productivity, achieving sales goals, and merchandising standards.• Consistently achieve sales increases above company average.• Exceed in visual merchandising standards. • Perform opening and closing managerial functions as part of store operations.

Mba, Human Resources, Marketing

Ba, Sociology

Education record