James Serroka Email & Phone Number

• Manages 100+ target accounts within Sketch, including driving renewals and up-sells, guiding adoption of new features, and expanding relationships within client companies.
• Oversees the entire renewal process from contract negotiation to implementation.
• Demonstrates product value through the promotion of best practices, creation of tailored resources, and collaboration with other teams that meets the client needs.
• As part of a growing team, works to define processes for administering accounts, build out accurate forecasting, and develop internal resources to increase efficiency in the role.
• Collects and channels feedback from customer to product team, focusing on enterprise solutions to meet the needs of customers at scale.

Philadelphia, Pennsylvania, United States

• Oversaw moderation guidelines and on-site review performance for enterprise brands in the Pharmaceutical, Finance, CPG, and Baby spaces representing nearly 3,000 brands.
• Collaborated regularly with client stakeholders to define and refine content best practices in line with program needs and industry sensitivities, particularly highly regulated concerns.
• Worked cross-functionally across internal teams to advance client priorities and goals, while identifying areas for revenue growth and increased product adoption.
• Managed Curalate client onboarding within client portfolio and provides training and resources on the platform to the Bazaarvoice team - including onboarding 50+ Bazaarvoice clients into Curalate post-acquisition.

Philadelphia, Pennsylvania, United States

• Onboarded 100+ SaaS clients onto the Curalate platform from Enterprise to SMB.Provided best practices and strategy by advising clients how to use Curalate and leading to increased conversions, revenue, and product.
• Drove opportunities for increased client scope and renewal via long-term client management, strategic projects, and retention response.
• Collaborated across CX on client engagement initiatives - funneling ~400+ pieces of client feedback to the product team, gathering competitive intel, and identifying market trends.

Greater Philadelphia Area

• Onboarded 100+ SaaS clients onto the Curalate platform from Enterprise to SMB.Provided best practices and strategy by advising clients how to use Curalate and leading to increased conversions, revenue, and product.
• Drove opportunities for increased client scope and renewal via long-term client management, strategic projects, and retention response.
• Collaborated across CX on client engagement initiatives - funneling ~400+ pieces of client feedback to the product team, gathering competitive intel, and identifying market trends.

Washington D.C. Metro Area

• Managed member accounts, guiding clients through the project cycle and maintaining strategic relationships.
• Led business development and sales process for potential clients, orchestrating and delivering sales calls and presentations.
• Grew account portfolio and revenue through outbound sales.
• Assured account satisfaction through responsiveness, alignment of service, and individualized customer care.
• Conducted business and data analysis, usability audits, and user research to drive forward recommendations and solutions.
• Collaborated with creative team to create value driven initiatives that solve client business needs, including copywriting, branding, marketing, and business development.

Washington DC

• Led budgeting for the Urban Solutions department, inclusive of major projects and external initiatives.
• Coordinated budget tracking amongst all Program Assistants.
• Supervised grant proposals and reports, aiding end-of-the-year and mid-year grant reporting.
• Collaborated with development and finance staff to analyze grant period expenses and facilitate incoming grants/donations.
• Served as the primary point of contact for Urban Solutions activities, supporting the Directors of the program.

Washington D.C. Metro Area

• Supported divisional project planning and mission execution for technical assistance.
• Liaised between technical assistance advisors and recipient countries on mission execution in the regions of Africa, South and Central America, and the Caribbean.
• Prepared logistics for international missions including briefings, travel arrangements, security clearances, visas, etc.
• Coordinated meetings, workshops, and seminars on technical topics held at headquarters, internationally, and via videoconference.
• Oversaw the publication of divisional papers and technical assistance reports, proofread and edited correspondence, research papers, reports, and additional documents.
• Managed the translation of materials that support technical assistance work to and from the divisional working languages of French, Spanish and Portuguese.

Washington D.C. Metro Area

• Managed membership and payment processing for national student organization.
• Prepared content for national website, social media, and email.
• Conducted promotional outreach, including member communication and graphic design.
• Oversaw collegiate and corporate sponsorship programs, which included hosting competitions and advertising in organizational publications.
• Performed administrative tasks including membership support, financial record keeping, and database management.
• Organized and promoted a national conference in Chicago, AIAS Forum 2013, attended by over 1000 architecture students.

Gap, France

• Instructed beginner-level English classes for French primary school children.
• Planned and prepared lessons for various age groups between 3-12 years old.

• Prepared briefings for customs representatives attending international meetings with multi-lateral organizations such as the WCO, APEC, and the G-8.
• Assembled a directive for the Office of International Affairs addressing U.S. Customs and Border Protection’s engagement internationally.
• Performed day-to-day functional, technical, and organizational work: data entry, research, and analysis.
• Recognized for contributions to the Office of International Affairs Strategic Operations Division in the preparations for the World Customs Organization meeting of summer 2010.

Bachelor Of Arts (B.A.), International Studies, French

User Experience Design

In this 10 week part-time course, I learned a wide range of UX methods and concepts. These included: ‣ Understanding my target audience.

French Language And Literature

2011 Conducted intensive French language studies in the pursuit of improving fluency. Participated in various cultural excursions.

Education record

Bachelor Of Arts - Ba, International Studies, French

Bachelor Of Arts - Ba, International Studies, French