As the leader of our Client Services team, I manage the overall client experience and ensure the successful delivery of their goals. Leveraging my expertise in user research, strategy development, operational planning, customer experience, and performance marketing, I drive business growth for both our organization and our clients.

User Experience (UX): I help companies identify, attract, and convert their ideal users by conducting targeted research, including: user surveys, contextual interviews, analytics review, website audits, card sorting, conducting heuristic reviews, and usability testing.Digital Strategy: Once research is complete, I identify the strategies and tactics to help companies grow, including: creating user persona, user journey mapping, content strategy, and website governance plans. With a digital strategy in hand, I build the information architecture for websites that are structured well and easy to use.Marketing: I'm responsible for planning, implementing, optimizing, and maintaining comprehensive digital marketing campaigns for eCity and our clients, including SEO, paid search, display ads, paid and earned social, and driving brand awareness. Account Management: I grow eCity by pitching new clients, helping them reach their goals on time and within their budget, and looking out for their best interests. Experience in higher education, healthcare, B2B, SAAS, media, and telecom industries.

I managed eCity's client services, ensuring we achieved financial and strategic goals by developing and nurturing our relationships with clients. This involved creating and optimizing the processes and services needed to meet all our clients' goals, ensure their happiness, and build long-term relationships.

I helped our clients create beautiful interactive products – websites, mobile applications, web content, marketing campaigns – that accomplish specific business goals. Clients include: Comcast, PBS Kids Sprout, University of Pennsylvania, Neat, Cooper University Health Care, Shore Medical Center, and more.

Managed the News, Finance, Entertainment, Music and Movies sections of Comcast.net and Xfinity.com, including managing P&L, defining product strategy, overseeing a staff of one producer and five editors, analyzing usage trends, developing new site features, setting the editorial vision, and managing new product builds; Negotiated new partnerships and managed day-to-day relationships with technology and content providers including news providers, movie studios, television networks, record labels and others to increase the quality of the content and user experience on our site; Developed social media campaigns to build buzz and bring traffic back to our site; Translated business goals into optimum customer experience; Created original and exclusive text and video content; Worked with sales team to create content packages for sponsorships; Maintained growth of key usage metrics (unique users, page views, video views, etc).

Initiated new business partnerships and optimized existing partnerships between Audible and portable digital device manufacturers (MP3 players, Smart Phones, PDA, GPS) and online retailers (Best Buy, Circuit City, Amazon, etc); Oversaw online customer acquisition experience; Managed an average 21% year-over-year increase in customer acquisition rates in supervised channels; Conceived, designed, and implemented nationwide direct marketing campaigns; Wrote copy and designed advertisements, mass e-mails, and landing pages; Managed work flow between departments.

Worked closely with a small editorial team producing a weekly non-commercial radio/independent retail magazine for the radio and record industry; Responsible for determining and monitoring deadlines and work flow between writers, editors, art department and printer; Worked with editor to completely reincarnate and refocus the magazine for the new business landscape; Spearheaded the launch of new Internet radio/digital downloading/new technology column, “Connected”; Initiated partnerships with outside companies to further the company brand; Responsible for formulating, writing and editing weekly record reviews, artist features, station profiles and a daily industry news column; Verification of over 500 radio stations’ weekly airplay lists.

Responsible for all Iguana Records’ street teams nation-wide, representing all of the labels’ bands; Coordinated all marketing, tour promotion, online marketing, radio promotion and publicity efforts; Conceived and designed retail promotional materials; Maintained all daily office operations.