Justine Friedman Email & Phone Number

Remote

SaaS Customer Success Manager, servicing EMEA on the BoardEffect Customer Success team. Oversee a large portfolio of accounts (all of Africa), ensuring an amazing customer experience as measured by NPS, net revenue retention, referrals and product usage indicators. Perform account management, successful customer onboarding, training, webinars, and board orientations. Build and maintain customer relationships to ensure long-term satisfaction, accelerated net retention growth and referral sales. Key contact point for customers and partners.

City Of Johannesburg, Gauteng, South Africa

Ensured the smooth end-to-end successful management of multi-million Rand projects by achieving specific quantifiable outcomes, KPI’s and business strategy implementation. Developed and cultivated long-lasting relationships with global clients, key stakeholders and partnering agencies. Ensured the retention of existing services and identified opportunities to expand on these offerings and product upgrades. Presented personalized creative solutions that delivered effective and sustainable results. Provided a seamless experience for clients, through clear communication, inter-departmental collaboration, proactively anticipating client’s needs and over-achieving on deadlines. Onboarded and trained new clients and team members, providing the best quality service to inspire loyalty.

City Of Johannesburg, Gauteng, South Africa

Consulted on the conception, organisation, risks, and ROI for projects for companies, utilising my management experience, communication skills and media and technology knowledge. Implemented and executed operations and training (internal and client) for such projects. Presented core ideas, plans and strategies to achieve the desired goals. Aided in the utilization of the budget, reporting procedures and deadlines. Industries:Media, Marketing, Outdoor advertising, Customer success, Point of sale and Digital.Corporate customers:Sectional Title Solutions, Point Group Marketing, All Web Solutions

City Of Johannesburg, Gauteng, South Africa

Planned, tracked, monitored and analysed the campaign process for all channels, including CPP and ROS Deals – from pre to post campaign. Strategically planned the utilization of inventory and booking process. Designed and created reports to analyse revenue, targets, and performance, to track and project revenue. Presented core program research summaries reflecting target markets, rating statistics, competitor information, market changes and strategic solutions to create additional revenue. Managed the entire e.tv inventory portfolio (every client) and national internal sales team, with main account focuses: Unilever, AVI and ABSA.

City Of Johannesburg, Gauteng, South Africa

Responsible for the KPI’s and sales targets of a large national team of Internal Account Executives and Log Schedulers (Johannesburg and Cape Town). Produced accurate Sales Schedules for ETV’s daily transmission and reconciliation. Managed schedule over-sells. Tracked, projected, and planned strategic utilization of infomercial inventory and revenue. Participated in several international conferences to build client relations.

Cape Town, Western Cape, South Africa

Onboarded and trained schedulers on strategic planning of promotions scheduling with Standard Operating Procedures I created. Presented core program research to the team for training purposes. Built relationships with several departments on management level. Performed all scheduler duties.

Cape Town, Western Cape, South Africa

Produced and ensured the accurate daily transmission schedules. Implemented promotion planning to meet contractual agreements. Accurately actioned all program changes, checked promos for discrepancies, start times and outstanding material.

Cape Town, Western Cape, South Africa

Co-ordinated large-scale expos to promote travel, working in and immigration to Israel. Event management included promotions, logistics, scheduling, budgeting, and invoicing, international entertainment, and guest speakers, and MC’d all events. Co-ordinated group and individual immigration to Israel including documentation, visas, flights, absorption plans and was the official liaison between the Israeli Government and South African Consulates. Co-ordinated group and individual volunteer, tour, and work programs to Israel. Produced and managed community database and administered all office duties and events staff. Wrote articles for the Jewish Newspaper, documenting all events that I held, current happenings in the Community and immigration and program statistics.

Cape Town, Western Cape, South Africa

Weekend receptionist and weekday volunteer. Manned the reception area and switchboard. Visited the elderly residents during the week.

Cape Town, Western Cape, South Africa

Responsible for office administration and managed sales reps. Assisted in invoicing, checking figures and balance sheets. Data captured all information. Assisted in operations management and stock take.

Bachelor Of Arts (Ba), Media And Writing & Drama Studies

University Of Stellenbosch Business School - Executive Development (Usb-Ed) And Masterstart, Project Management

Project Management: Principles and Practices

Professional Certified Coach

Media Management, Distinction

Production, Camera Work And Lighting

Higher National Diploma, Grade 11 And 12, Matric With University Entrance

Activities and Societies: Captain Indoor Cricket (girls team) Completed high school - Grade 11 and 12