Heather Arkwright Email & Phone Number

Scottsdale, Az, Us

•Responsible for overseeing a team (10+) of Client Success Managers within the Client Success department and their assigned clients.• Ensure that the requirements and needs of Televerde clients have been met through strategic consultation, on-target campaign/program implementation, and accurate, effective analytics.• Ensure that campaign results consistently meet or exceed client expectations.• Set departmental and team goals/metrics that lead to client retention and satisfaction.• Ensure consistent high-quality results by applying motivation techniques that will further develop a successful team.• Develop and execute strategic and tactical account growth plans for assigned business teams.• Spearhead the development, communication, and implementation of effective growth strategies and processes to maximize opportunities.• Act as a change agent to help create and drive a market-driven culture.• Develop strategic partnerships with clients that maximize results for client and maximize sales for Televerde.• Drive marketing technology consultation and strategic planning with the Client Success department and with clients.• Responsible for maintaining team schedules, managing escalations, and continually training, coaching and developing team members.

Create and execute on programmatic and high-level strategies to ensure agents are successful, performing at the highest level, and drive retention and sourcing efforts. - Support the agent population by developing or sourcing skill development collateral, in the form of new learning modules, video tutorials, programmatic dial-in sessions, webcasts/lunch & learn series.- Spearhead and launch the Agent Referral Program to drive retention and source top talent- Identify the needs of the agent, at various stages of the agent lifecycle, to iterate and enhance current practices, with the intention of boosting retention and agent sentiment.- Identify, engage and form partnerships with third-party vendors to deliver new offerings to agents, such as a discount “marketplace,” healthcare options, tax services, soft skills collateral, and more.- Identify gaps in the agent community’s online knowledge base to inform and prioritize the development of new assets.- Pioneer new agent programming that will support the work-from-home business owners’ success, as well as strengthen their relationship with the Liveops community.

• Manage strategic services team, accountable for providing contracted strategic community services to Higher Logic enterprise-level customers• Directly manage and oversee a team of five community managers responsible for over 2 million in revenue• Drive team improvement initiatives and innovation by identifying areas of growth and implementing structural, procedural, and strategic changes

Washington D.C. Metro Area

• Responsible for providing direct support and management for client-run online community platforms• Serve as an organization’s internal or external online community manager• Recommend and implement engagement tactics, including incorporating community into organization programming, communications strategy, annual conferences and events• Map goals and priorities for upcoming year, and develop tactical plan to support attainment of these goals• Create and maintain KPI dashboard to track client site performance• Train and assist clients in understanding functionality, leveraging available features, fixing bugs and troubleshooting• Conduct annual performance evaluation, and establish goals to support continuing community growth and any new organizational initiatives• Manage client support cases and communications with technical team• Coordinate status updates to report on outstanding and recently resolved issues• Proactively update client sites to the latest features and best practices

Washington, Dc

Responsible for developing and managing accounts and increasing member retention in West Coast markets while being measured on monthly outreach and renewal goals• Manage all premium accounts (500+) in designated markets• Act as the main point of contact and go-to person for all vendor questions, concerns, or account problems• Onboard clients to the WeddingWire platform and educate clients on product capabilities by providing training and tutorials on all WeddingWire tools• Act as a liaison between sales and marketing teams• Reduce early termination, increase member retention, and work with clients to maximize success with the WeddingWire platform• Assist in new hire training and development for Customer Success team

Bachelor Of Arts (B.A.), Communication And Media Studies;

Minor in Political Science

Bachelor Of Arts (B.A.), Journalism