• Promoted to customer success manager after five months as a customer services specialist due to proven ability to drive growth through relationships across the matrix organization as well as in providing strategic support to key customer accounts.• Designated with a $6.5M portfolio and directly responsible for working with multiple aspects of customer relationship as well as resolution management for approximately 70 accounts in the Credible organization. • Created a 10% customer advocacy rate within current book of clients exceeding company goals.• Achieved a 90% renewal rate for customer accounts signing multi-year agreements of nearly $250K in annual revenue.• Conduct ongoing ‘at risk’ assessments to identify, monitor and track varying levels of risk to provide actionable guidance aimed at preventing or mitigating churn risk for assigned accounts. • Comprehensively plan, develop, execute, and lead collaborative account planning sessions and issue resolution. • Excel with cross-functional communication with Customer Sales, Contractual Nuances, and Sales Strategy to align efforts with business customer annual goals. • Serve as a subject matter expert in business customer support in the technical development phase of product design. In conjunction with key stakeholders, provide guidance and recommendations that course correct the project pipeline to ensure feature roll outs or product development meet target profitability goals and maintain a continual focus on the end-user.

• Alongside C-suite and technical experts, responsible for creating agile solutions to complex and in-depth issues for key accounts in the Credible organization. This includes, but is not limited to, developing a rapid response process as well as strategic support network. • Drive and augment value proposition for existing customers through evidencing business value in the customer environment based on deep knowledge of product capability, scenarios and ability to connect insight to desired outcome. • Proactively built and leveraged relationships with key stakeholders across Credible, eLabs and eRx to develop a robust training program for internal and external stakeholders.• Manage operational excellence with eLabs and eRX modules through assisting in QA oversight, providing leadership with findings and developing critical path forward options to consider as a strategic resolution source. • Participated in the development of mentorship program for onboarding employees with a primary focus on coaching, sharing customer success industry expertise, and leveraging deep partnerships to assist with employee investment and growth.

• Anticipated and documented potential service issues. Collaboration with developers translates customer needs into Credible product enhancements. Feedback provided to operations management helps develop/optimize customer workflows. • Served as the project management officer (PMO) for new feature roll outs in eLabs platform, driving digital transformation to ensure identified roadblocks were addressed and corrected to allow for timely implementation. • Oversaw the development and utilization of applicable training for internal and external stakeholders interfacing with the eLabs platform. The training program included, but was not limited to, formulation of webinars, manuals, and 1x1 opportunities to demonstrate a globalized overview of the platform and actionable insights that correlate with the end-user’s day-to-day activities.

• Strategized, developed and executed targeted digital marketing strategies for the organization that improved YOY customer retention by 98%. • Oversaw and directed the work of offsite developers, with a primary goal to deliver custom tailored websites that were optimally designed for both the owner and end-user in mind. • Conducted personalized training with a portfolio of customers which enhanced their ability to improve website technical strategy and efficiency when using website data, initiating internal research, and leading market improvement strategies.• Sold, wrote and executed various website upsell contracts for multiple services contributed to increasing recurring revenue from an average of $2,500 monthly to $3,000 monthly.

• Generated monthly performance marketing analytics reports and monthly client meetings for over 30 accounts generating $720,000 annually.• Provided business insights and growth strategy guidance to customers resulting in customer growth of an average of 20% year over year.

• Directly managed 100 keystone accounts and client relationships averaging $2.4 million annually• Collaborated with specialized departments to efficiently resolve service issues and ensure highest customer satisfaction rankings, industry wide as well as identify further integration with DealerOn• Conducted on site and monthly meetings to review current issues, identify client website goals, and assist in reviewing website analytics • Assisted in implementing search engine optimization and digital marketing goals resulting in an average increase 25% website traffic and user engagement• Provided clients with industry leading techniques to increase website leads and traffic to meet 50% lead increase goals• Continuously contributed to improvement of internal processes and systems

• Contributed to a team that managed general client pool (>200 accounts) worth $2.6 million annually• Collaborated with other departments to create more efficient systems integration• Participated in departmental improvement meetings to improve work systems and culture• Led companywide, short term CRM project to consolidate/standardize capture of client information

• Guided client website development worth $360,000 annually creating sites optimized to meet company 50% Lead Increase Guarantee• Worked with multiple departments to create a more efficient reporting system and update the website production process

(No Longer in Business)• Arranged and coordinated client events both locally and nationally, boosting company and client recognition in Public Sector• Wrote Advice Unlimited, president’s monthly blog targeting Public Sector technology clients

During my time at Maroon PR, I was involved with the Digital and Design team in a support role. I assisted the social media managers and in house graphic designer producing impact social media graphics as well as print materials for all of Maroon PR's clients. I also assisted Maroon PR during the Maryland Live Casino's table games opening night. This event was hosted by Maroon PR.

During my time at Relylocal of Frederick, I was able to work directly with the President of the company, Caressa Flannery. I supported her social media efforts, particularly with Facebook. I produced a high volume of social media posts for all clients. My duties also included event execution support. I was particularly active during the Relylocal of Frederick’s monthly networking event hosting 20 – 40 professionals.