Imani H. Email and Phone Number

Exceeded team’s annual goal of keeping client response rates above agreed SLAs (97%).Coordinated with the Sales and Product Departments in providing report analysis of trends in customer behavior and user experience every three months. Developed CRM tools tracking and reporting sales operations activities.Oversaw the implementation of new email marketing software delivered ahead of schedule.Managed a team of Customer Success Managers.Conducted online training sessions to new clients and led on boarding process to ensure success rateHelp drive adoption and maintain top accounts with key stakeholdersStrategized on new business and expanded footprint into existing accountsDevised and conducted continuous best practice webinar sessions to the install baseGenerated analytical utilization reports to influence renewal business and drive user adoptionDeveloped promotional email marketing campaigns to generate awareness and retain user adoptionKey achievement:Introduced changes to the client win-back process that increased the client satisfaction score by 8%.