Ian M. Laczynski Email & Phone Number

Dedham, Massachusetts, United States

- Building the CSM function from the ground up, focusing on retention and account expansion through engagement efforts, working with 2000+ existing customers on the service program.- Design and execute email engagement campaigns using Reply.io for collecting customer feedback, cross-selling opportunities, and referrals.- Managing inbound leads to drive new sales opportunities, focusing on promoting service programs to contribute to increased ARR.- Prospecting new accounts, researching and initiating outreach.

Remote

- Efficiently editing a workload of podcast episodes ranging from 15 to 45 minutes on tight deadlines, working with content from organizations such as Microsoft, Upwork, Takeda, Lululemon, Illumina, and more.- Mixing in Logic Pro X to ensure professional-level audio for a wide audience.- Editing audio to remove filler words, unclear phrasing, and vocal tics for clarity of content, ensuring the success of hosts and guests for highly informative episodes.- Coordinating with the Senior Editor to ensure deadlines are met and guests are pleased with finished episodes.

Boston, Massachusetts, United States

Founded as an initiative within WGBH in 2011, CDP is now an independent public benefit corporation working on behalf of more than 230 public radio and television stations to share data across the system, analyze fundraising performance, and develop best practices.- Championed and managed a portfolio of high-value and SMB accounts, representing nearly $60 million in annual revenue.- Fostered long-term, high-touch partnerships throughout the customer journey, driving a 90% retention rate, and empowering clients to achieve measurable revenue growth through data-driven market analysis leveraged from tools like Tableau, Salesforce, and CDP’s ROAR benchmarks.- Identified and presented strategic upselling/cross-selling opportunities for complementary SaaS solutions, resulting in revenue growth and increased adoption.- Led cross-functional client project teams to ensure the successful execution of renewals, development initiatives, problem-solving efforts, and ad hoc client requests.- Streamlined client support by overseeing client case/ticket queues and fostering seamless communication across internal teams, ensuring consistent client satisfaction.- Hired by WGBH in 2018 as a Client Services Specialist, promoted to Manager in 2020.

Boston, Ma

- Performed tasks described above in a junior role.- Hired by WGBH 2018, CDP separated as a standalone org in Dec. 2018.

Boston, Massachusetts

- Managed tasks discussed above. CDP separated from WGBH Dec. 2018.

Waltham, Ma

Citizens Disability is America’s premier Social Security Disability advocate, working to serve the millions of Americans who are disabled and unable to work, helping them receive the Social Security Disability benefits to which they may be entitled.- Juggled a high volume of client inquiries through email and web chat, demonstrating exceptional time management and prioritization skills.- Leveraged strong analytical and problem-solving skills to contribute valuable insights to the Claim Maintenance team's strategy, improving overall efficiency.- Effectively navigated client concerns, handling ~65 daily calls as a Client Services Analyst. Demonstrated exceptional communication and client service skills.- Demonstrated a strong aptitude for learning new systems by quickly mastering Salesforce CRM to manage client contacts and documents.- Rapidly acquired knowledge of Social Security disability law, acting as a Subject Matter Expert (SME) for client interactions, ensuring accurate and informed communication.

Waltham, Ma

Costa Mesa, Ca

- Contract employee via Canon Business Process Services, permanently placed for excellent rapport with the client.- Never missed a deadline preparing shipments for trade show reps.- Independently managed trade show inventory.- Diplomatically coordinated shipments with courier services and FedEx to make sure trade show reps received all materials on time.

Orange County, California Area

- Serviced various client accounts for reception, mail services, hospitality, mass copy, document binding, etc.- Quickly mastered job site routines at eight different locations, including high-profile clients such as Verizon, Mazda, Kia, and Newmeyer Dillion.- Awarded Employee of the Month (July 2013) for outstanding service with a difficult client who was facing turnover issues.

Cambridge, Ma

- Contract employee via Océ Business Services.- Created new KPI benchmarks and set the standard for PowerPoint presentations on mailroom data to be reviewed with the Facilities Manager.- Awarded Employee of the Quarter (Q2 2011) for outstanding service, expediting numerous large outbound mail projects.