Karah Rosa Email & Phone Number

As the Director of Client Experience at Bizrate Insights, I lead efforts to enhance product and feature adoption through strategic advice, risk management, and client retention strategies. My role is pivotal in ensuring our clients derive maximum value from our solutions while maintaining a robust sales pipeline.Key Responsibilities:• Product and Feature Adoption: I drive the adoption of products and features by providing consultative advice, making recommendations for usage, identifying risks, and implementing mitigation strategies to ensure client satisfaction and retention.• Cross-functional collaboration: I work closely with teams across product development, engineering, operations, and marketing to identify and prioritize new products and features that meet client needs, align with market demands, and drive product innovation.• Quarterly Business Reviews: I create impactful quarterly business reviews by leveraging customer feedback and industry insights to drive informed decision-making and enhance client engagement.• Executive Communication: I convey complex ideas and strategies in C-Level meetings with executive stakeholders, utilizing my analytical, presentation, and communication skills to drive alignment and strategic direction.Significant Accomplishments:• Team Mentorship: I mentored and coached the client experience team to sell and upsell solutions effectively, identifying gaps and opportunities and fostering a culture of continuous improvement and client-centricity.• Client Onboarding: I supported new clients through the onboarding and adoption phases with technical knowledge of our core SaaS solutions, ensuring seamless integration and maximizing client satisfaction.

As the Associate Director of Client Experience at Bizrate Insights, I managed a diverse portfolio of over 100 e-commerce clients, demonstrating exceptional client relationship management and a steadfast commitment to client satisfaction.Key Responsibilities:• Client Portfolio Management: I oversaw a portfolio of 100+ e-commerce clients, building strong relationships with Enterprise-level clients and serving as their trusted advisor and primary day-to-day contact.• Needs Identification and Solution Selling: I identified client needs and effectively sold, upsold, and cross-sold appropriate SaaS products from our suite of services, ensuring solutions aligned with client objectives and priorities.• Quarterly Business Reviews: I conducted quarterly business reviews to proactively identify opportunities, provide recommendations, and gather feedback using client data portal insights and my extensive knowledge of the e-commerce and retail spaces.• Voice of Customer Surveys: I assisted clients in creating voice of customer surveys and implementing custom questions, gathering valuable data to improve sales and enhance customer satisfaction.Significant Accomplishments:• 100% Renewal Rate: I achieved a perfect renewal rate for all paid client contracts, ensuring high levels of client satisfaction and loyalty.• Team Leadership: As a subject matter expert, I supported new hires and managed the success of two junior Client Experience Managers, fostering their professional development and promoting team cohesion.• Revenue Growth: I consistently met and exceeded quarterly goals for new sales, retention, upselling, and cross-selling, driving continuous revenue growth and business expansion.

Stamford, Connecticut, United States

As the Partnership Marketing Manager at Synapse Group Inc., I led the creative development process for marketing initiatives from strategy through to print production and delivery, ensuring all projects met client expectations and adhered to brand guidelines.Key Responsibilities:• Creative Development Management: I oversaw the entire creative development process, from strategic planning and initiation to print production and delivery, ensuring alignment with client expectations and brand standards.• Cross-Functional Collaboration: I worked closely with the Marketing Director and Account Management team to prioritize and fulfill client and business needs, ensuring timely and budget-conscious execution of projects.• Financial and Planning Coordination: I partnered with the Financial and Planning group to track and analyze new and existing initiatives, ensuring smooth project execution and optimization of performance.• Compliance Engagement: I collaborated with in-house legal and regulatory departments to ensure compliance on all client and consumer-facing materials and promotions, maintaining adherence to regulatory standards.Significant Accomplishments:• Training Material Development: I developed new training materials, including visually impactful tip sheets, script writing, and concept planning for training videos, which enhanced partner engagement and increased conversion rates.• Online Training Platform Implementation: I spearheaded the research and implementation of a new online training platform to replace in-person training post-COVID. This platform focused on content creation, interaction tracking, completion monitoring, and reporting & analytics capabilities, significantly enhancing training efficiency and effectiveness.

Stamford, Ct

During my tenure as a Retail Training Specialist from 2016 to 2019, I focused on developing and executing comprehensive training programs across various levels of retail operations, ensuring effective delivery and continuous improvement.Key Responsibilities:• Training Route Development: I developed strategic training routes to conduct on-site sessions at retail locations, as well as district, regional, and group meetings, ensuring broad and impactful training delivery.• Session Documentation: I organized and promptly documented training notes for all sessions, including those led by other team members, facilitating internal analysis and client-facing reporting.Significant Accomplishments:• Customized Training Sessions: I conducted diverse training sessions including in-store trainings, phone trainings, and webinars tailored to specific data metrics (cancel data, transaction data, conversion rates), geographical nuances, and client preferences. These efforts significantly enhanced the relevance and effectiveness of our training programs.• Training Material Enhancement: I prepared comprehensive training packets for all trainers and collaborated closely with the retail marketing team to suggest revisions or develop new training materials. This continuous improvement process aimed to enhance the quality and impact of our training content continually.

Connecticut

As the Boutique Manager at Everthine Bridal Boutique, I was responsible for overseeing all daily operations while supporting a team of four staff members, ensuring seamless workflow and exceptional client experiences.Key Responsibilities:• Daily Operations Management: I managed all aspects of the boutique's daily operations, ensuring smooth workflow and high-quality client interactions.• Internal Operations and Training: I developed internal operations and employee training practices, establishing efficient processes and procedures to optimize boutique performance and staff productivity.Significant Accomplishments:• Staff Development: I provided regular updates to the staff on new selling techniques, store financial goals, social media planning, and designer policy changes, fostering a knowledgeable and informed team.• Vendor Relationship Management: I maintained regular contact with all domestic and international vendor contacts to place orders, confirm shipping details, and address quality control issues, establishing strong vendor relationships and ensuring optimal product availability and quality.

New Haven, Ct

As the Training District Manager at Urban Outfitters, I played a critical role in supporting the District Manager with company rollouts, training plans, in-store evaluations, and payroll budgeting across eight stores in the Northeast District (NY, CT, MA), ensuring consistency and compliance with company standards.Key Responsibilities:• Rollout and Training Support: I assisted with company rollouts, developed training plans, and conducted in-store evaluations, ensuring all stores adhered to company standards and practices.• Payroll Budgeting: I managed payroll budgeting across the district, ensuring stores operated within budget while maintaining adequate staffing levels.• Weekly Conference Calls: I conducted weekly conference calls to address district needs and align with corporate directives, focusing on key performance indicators (KPIs) such as sales, payroll, and budget.Significant Accomplishments:• Manager Training Programs: I spearheaded the creation of new manager training programs implemented across all eight stores, enhancing leadership capabilities and operational efficiency district-wide.• Strategic Training Initiatives: I supported the needs of all stores, each generating over $5M in revenue, through strategic training initiatives and ongoing assistance, contributing to consistent performance and profitability across the district.Additional ExperienceStore Manager, Urban Outfitters, Farmington, CT (2010 – 2011)Department Manager, Urban Outfitters, New Haven, CT (2006 – 2010)

Farmington, Ct

New Haven, Ct

New Haven, Ct