Kendra Bissonnette Email & Phone Number

Brighton, East Sussex, GB

• Leads a team of 17 staff including individual contributors and mid-level managers across Customer Success, Account Management and Sales Development. This team is responsible for over 300 customers with a combined.
• Supervises the team on all contract renewals for our customer segment, and forecasted team success metrics including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), to Brandwatch Senior Management.
• Established and oversees the Sales Development function within the Agency team, including the hiring of team members and the implementation of processes and workflows.
• Plays an active role in many customer touch points including participating in bi-annual Executive Business Reviews and quarterly Product Roadmap Presentations, supporting agency end-client pitches and managing issue.
• Analyzes team performance and client feedback to inform future-facing strategies including compiling customer feedback to determine top product requests, meeting with internal product stakeholders to select top.
• Develops processes for team collaboration, including defining roles and responsibilities across multiple groups.

Brighton, East Sussex, GB

• Oversaw a team of 14 staff including individual contributors and mid-level managers across Customer Success and Account Management. This team is responsible for over 300 customers with a combined annual revenue of.
• Supervised the team on all contract renewals for our customer segment, and forecasted team success metrics including Gross Revenue Retention (GRR) and Net Revenue Retention (NRR), to Brandwatch Senior Management.
• Played an active role in many customer touch points including participating in bi-annual Executive Business Reviews and quarterly Product Roadmap Presentations, supporting agency end-client pitches and managing issue.
• Analyzed team performance and client feedback to inform future-facing strategies including compiling customer feedback to determine top product requests, meeting with internal product stakeholders to select top.
• Developed processes for team collaboration, including defining roles and responsibilities across multiple groups.
• Coordinated with SVP and C-Level colleagues across other departments including Marketing, Finance, Technical Services, Professional Services, Legal and Engineering.

Brighton, East Sussex, GB

• Managed and mentored a team of Customer Success Managers to ensure customers successfully use Brandwatch to achieve their objectives
• Owned forecasting and reporting of key performance metrics for the team
• Allocated resources across existing portfolio of accounts
• Managed escalations from team/clients
• Worked with the VP of CS to craft and shape the vision for integrated customer success
• Attended business reviews with key clients and builds strong relationships within client network

Brighton, East Sussex, GB

• Managed and lead a team of Client Success Managers
• Generated and distributed comprehensive reports about team performance, mission-related objectives, and deadlines
• Assisted management with hiring processes and new team member training
• Conducted team meetings to update members on best practices and continuing expectations
• Developed a trusted advisor relationship with customer executive sponsors, such that all activities are closely aligned with the customer's business case and strategy, allowing the full potential of the Brandwatch.
• Established and oversaw the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment

Brighton, East Sussex, GB

• Responsible for developing and executing strategic direction of client accounts
• Accountable for the retention of client base
• In partnership with Sales, was responsible for maintenance and development of executive relationship in existing account base
• Identified and closed relevant revenue uplift opportunities within client base
• Coordinated internal stakeholder mapping and development
• Identified and owned risk mitigation strategy

Brighton, East Sussex, GB

• Managed onboarding of new clients and teams
• Carried out regular proactive calls and meetings with clients
• Managed and troubleshoot clients’ Brandwatch Accounts
• Identified and closed relevant revenue uplift opportunities within client base
• Managed account renewals for client base, collaborating with Group Managers around retention strategy and implementation
• Assisted and enabled support to best address clients’ technical issues

Boston, MA, US

• Supervised a small team and maintained staff by recruiting employees and helped to develop personal growth opportunities
• Participated in management meetings to establish strategic goals for the future of the social media department
• Maintained a caseload of clients and fulfilled the responsibilities of a Social Media Strategist

Boston, MA, US

• Developed and modified social media campaigns for clients that fit with the clients’ overall brand vision and corporate objectives
• Implemented, managed, prioritized, and oversaw the strategic vision of the campaign and set proper expectations for our clients
• Defined campaign goals and metrics to measure and demonstrate success
• Created and analyzed reports to take actionable steps to modify our clients’ plans for success
• Collaborated with internal teams for client strategy meetings and discussions

Boston, MA, US

• Managed the daily posting and organization of Compete’s award winning blog
• Responsible for the tactical execution of all social media marketing campaigns
• Measured and tracked marketing campaigns through the use of Google Analytics, Compete PRO and other metrics
• Monitored Compete.com brand buzz on Facebook, Twitter, LinkedIn and Google+
• Followed key influencers and participated in online dialogue in the name of Compete

Boston, Massachusetts, US

• Drafted and had published bylines, op-eds, blog posts, media advisories, and press releases
• Composed and posted Facebook updates and tweets on behalf of agency and clients
• Pitched stories to local and national media
• Edited video that was posted to clients’ YouTube accounts
• Wrote research memos about prospective new clients
• Analyzed social media statistics and provided recommendations for clients

Boston, MA, US

• Wrote drafts of media advisories and radio copy
• Took photos at events to send to local newspapers and to post to social networking sites
• Oversaw print and radio trade for events to aid in the execution and evaluation of all advertising campaigns
• Performed daily media monitoring for applicable sports teams and upcoming events