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 annual revenue of $15M, and includes agencies from Publicis, Omnicom, WPP, Dentsu, Havas, IPG and many independent groups.• 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 escalations. • 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 priorities for our upcoming roadmap, or spearheading the development of new products or services to meet client demand.• Develops processes for team collaboration, including defining roles and responsibilities across multiple groups.• Coordinates with SVP and C-Level colleagues across other departments including Marketing, Finance, Technical Services, Professional Services, Legal and Engineering.

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 $15M, and includes agencies from Publicis, Omnicom, WPP, Dentsu, Havas, IPG and many independent groups.• 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 escalations. • 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 priorities for our upcoming roadmap, or spearheading the development of new products or services to meet client demand.• 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• Recruited, mentored, developed, coached and inspired an elite team• Collaborated with Product team to help develop and inform the product roadmap on behalf of your clients• Conducted yearly reviews and ongoing 1-2-1s with each member

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 solution to be realized• 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• Managed account renewals for customer base, collaborating with group managers on quarterly business reviews, retention strategy and upsell initiatives• Identified opportunities for expanded use of the platform and integration into the accounts business process• Recognized and escalated key customer product related requirements and manage customer expectations on an ongoing basis• Facilitated the development of a community of like-minded Brandwatch customers, routinely sharing best practices and leveraging lessons learned• Updated CRM and billing system records for customer accounts and opportunities• Enabled and assisted product support to best address customer’s technical issues• Served as a coach and trusted advisor to Brandwatch customers

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• Assisted and enabled support to best address clients’ technical issues

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• Identified and shared intel to Group Managers and Sales Development

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