Kathy Brahm Email & Phone Number

Brea, California, Us

Brea, California, Us

Responsible for sales, retention, customer relationship and product and strategic partnerships for entire company product line including web hosting and cloud products.• Establish sales process, training and sales team from implementation to execution.• Manage new team and training new team members to reach over 100 contacts per day with a 50% conversion.• Act as a customer advocate for internal projects and cross functional decisions.• Refine customer communications, including testing for effectiveness.• Mapped customer lifecycle and predicted retention based on customer activity.• Understand customer indicated levers for churn and push retention efforts for improvement.• Define and roll out retention and relationship building programs.• Lead team managing product and partner evaluations and implementation.• Define, track and execute marketing programs supporting product launches and promotions.• Business development across all product lines.• Define best practices for implementing and deploying products.• Maintain strong relationships with key partners to create trust and growth.• Grow strong relationships with partners and facilitate partner lead deployments.• Partner with other divisions within the organization for pre- and post- deal management, including, requirements definition, solution reviews, and developing statements of work.

Brea, California, Us

Responsible for entire product line for $40 Million web hosting business. • Responsible for full P&L for existing core products – Shared, VPS and Dedicated hosting.• Define and test product promotions, refine and revise as needed to ensure best take rates and retention rates.• Point of contact for high value customer escalation.• Define product roadmap. Work with Engineering team to build customer experience and implement new products.• Improve existing customer experience from order entry through admin panel.• Promote retention by improving customer communication and implementing customer lifecycle program.• Provide, define and execute on high-level strategy.• Implement and improve upon internal process.• Business development and partner management.• Improve and promote affiliate and referral program.

Responsible for all new student marketing and communications, website redesign, PR, social media, rebrand and rename.• Define, roll out and Manage PR/media process internally as well as external PR and Brand launch plans• Responsible for website redesign with a focus on enhancing the customer experience• Define social media plan and organize cross functional group for engagement• Refine current front line customer communications process to reduce confusion or multiple touch points. • Track and test communications, marketing tactics for best results.• Target low enrollment segments with specific marketing campaigns.• Guide and define rebranding and renaming process and brand launch

Stamford, Ct, Us

Oversaw all online and interactive marketing tactics as well as manage website development and launch including new buy flow in both English and Spanish. •Manage online acquisition creative, placement, landing pages, PURLs, chat, email campaigns and newsletters from inception to execution. -Evaluate results for online campaigns and test new tactics for continued optimal response rates. -Target customers with tailored campaigns and messaging. -Launch search engine optimization (SEO). -Test non standard interactive tactics including a successful acquisition mobile text campaign through a network partnership. -Begin testing and refining social marketing locally and nationally.•Manage the timewarnercable.com website. -Continue to improve content, offers, product messages, and buy flow. -Successfully launch a new Buy Flow to improve customer experience and compete more effectively, which has increased online orders by 40%. -Responsible for managing web team including developers and designers

Stamford, Ct, Us

Managed customer retention programs for all cable products and maintained total knowledge of competitors. • Rolled out Customer Touch Point program in the LA region. -This program allows closed loop communications with customers during various points of their lifecycle where they are most likely to churn. The initial six month test resulted in a 12% reduction in churn.• Worked on programs to improve customer satisfaction by promoting product knowledge, understanding their needs and ensure they are satisfied with their services and value.• Communicated to customers about product enhancements and other service improvements. This includes the launch of new HD networks and a 1 Gig network upgrade.• Responsible for complete understanding of competitor products and offers. -Implement inoculations plans to secure current customers in both Verizon FiOS and ATT U-Verse areas. -Ensure customer facing employees are armed with the latest competitive knowledge for both pricing and product enhancements. This includes messaging for TWC products to position products and value most effectively.-Launched and updated an online portal for front line employees to access competitive information.

Stamford, Ct, Us

Developed and executed marketing strategies for High-Speed Data and Digital Phone for the Southern California. • Tested direct marketing creative and offers in order to reach potential customers using the most cost effective media and messaging for both acquisition and upgrade.-Managed marketing tactics across all media including cross channel, online, broadcast TV, radio, bill inserts, statements, direct mail and FSI.• Established monthly sales forecasts and annual marketing budget. • Developed promotional plans and pricing strategies for all sales channels based on competitive research. • Managed communication for product changes and upgrades to current customers. • Collaborated with strategic partners to develop co-marketing programs. • Served as an escalation point and product expert for Customer Service, Operations and Engineering teams.• Ran the launch of Digital Phone as a new product across the entire LA footprint-Worked with engineering to establish launch plan based on technical capabilities.-Included go to market strategy, customer communication and upgrade and acquisition efforts.• Managed the launch of several High-Speed product enhancements. -Handled three speed increases across the footprint for over one million customers. -Launched the first self installation kit in LA for both High Speed and Digital Phone.-Tested and launched a Wi-Fi service free to current customers in MDUs in our most competitive areas.-Successfully managed the migration of 850K High-Speed Data customers into an enhanced email service.-Launched enhanced services for the High-Speed Data portal such as personal storage space, music downloads, and other exclusive content.• Built an automated process to facilitate seamless equipment exchange for customers needing an upgrade without increasing calls to the call center or visits to payment centers.• Handled integration of all 2.5 million Digital Phone and High-Speed Data customers.

Product management and business development of enhanced voice-over IP (VOIP) applications.• Managed and developed new products from initial concept through delivery, utilizing strategic marketing, market and competitive research, and business development.-Effectively worked with engineering to build and launch a “click to talk” application. This included outlining product specifications, design and pricing.• Launched new product offerings, and support the sales organization throughout the sales process. • Maintained full P&L responsibility and sales forecast projections for new products.• Presented quarterly product performance metrics to management to gauge effectiveness of current marketing and sales strategies.

Us

Responsible for marketing support for ten telecommunications sales teams, consisting of 78 sales agents.• Proposed and executed strategic marketing and business plans. • Maintained current market analysis and competitive database. • Provided training on new products, changes and new releases. • Served as an escalation point for sales representatives for product and application issues. • Coordinated customer events and attended trade shows in order to promote products and build relationships. • Created promotional campaigns from development through implementation including cost analysis, lead generation, promotional collateral and direct mail.

Herndon, Va, Us

Project management and strategic planning for telecommunications services and products.• Worked with the marketing team to develop programs and media to create product awareness for potential customers and increase knowledge for current customers. • Analyzed and report on how current marketing program results compare to projections and market trends. • Evaluated current customer base in order to assist in specifically determining target market.• Manage sales and products from RFP stage through provisioning. • Assemble complex bids unique to each Dedicated Hosting opportunity. Assist team members with product training and the selling process. Managed both internal and external lead sources and provide analysis and insight on how marketing spends translate to revenue. • Generated and maintain a business-to-business lead database for sales representatives. • Reported on and graph lead sources and viability of each source. • Identified potential partners, evaluate competition and keep an updated competitive matrix to assist in more effectively selling against competition. • Analyzed and evaluate marketing programs in order to more effectively drive sales and revenue.Managed a team of twelve outbound sales representatives. • Hired and trained sales team on the sales process, new products, services and promotions offered. • Designed incentive programs and contests to keep sales representatives motivated and their product knowledge current. • Served as point of escalation for customer issues as well as manage customer outreach, disputes and contract renewals. • Provide analysis of results on a daily and weekly basis to show sales, revenue and productivity.

Ba, Communications

Education record