Malia Chiang Email & Phone Number

Chicago, Illinois, United States

Chicago, Illinois, United States

• Manages a diverse client portfolio, overseeing $14 Million in annual revenue. Maintains proactive communication and relationship management to ensure exceptional client satisfaction.
• Collaborates closely with major clients to identify operational gaps in their processes. Crafts bespoke software solutions that streamline workflows and addresses specific business needs, fostering lasting partnerships.
• Leads a dynamic cross-functional team in resolving complex client challenges, driving enhancements, and delivering tailor-made solutions. Fosters synergy among team members to provide comprehensive client support.
• Provides regular high-level updates to key client stakeholders, ensuring transparency and alignment on project progress, milestones, and potential areas of expansion.
• Manages the professional growth, goal setting, and performance evaluation of a 7-member team, fostering skill enhancement and career advancement.
• Skillfully manages contract lifecycles for a diverse client base, ensuring timely renewals and seamless transitions. Maintains a high contract renewal rate (98%+), contributing to sustained client relationships and.

Chicago, IL

• Acted as the primary liaison for major clients within the Media eBusiness division, fostering strong relationships through proactive communication and responsive support.
• Designed, orchestrated, and led the successful deployment of cutting-edge software for a high-value client spanning 20 cities and 400 users. Ensured a seamless transition and optimal utilization, contributing to.
• Developed and executed tailored training programs both online and on-site, addressing individual client needs. Resulted in improved user adoption and operational efficiency, while equipping clients with the skills.
• Oversaw career progression, goal setting, and performance tracking for a team of 3. Nurtured a high-performing team culture and facilitated skill growth.
• Orchestrated the development and launch of an innovative enterprise tool for Media eBusiness TV clients. This pioneering solution revolutionized Local Broadcast Television workflow management based on extensive client.

Chicago

• Directed the product testing and release cycle for Enterprise software Strata AExpress, a product that is in use by over 2,000+ end users at over 70+ clients.
• Developed and executed testing strategies by identifying key stakeholders, documenting test scripts, and logging and monitoring issues to be resolved by software developers.
• Managed and coordinated the successful rollout of our largest Media Sales client (to date), with over 500+ users.
• Acted as a 3rd level support for both user challenges and technical issues
• Wrote and maintained internal and external documentation, reference guides and version log for Strata AExpress
• Managed communication across internal teams (product, development, client service, technical support & training) to coordinate large client rollouts, upgrades, new features and workflows.

• Managed and resolved issues for end users, with varying knowledge of software, on how to utilize 20+ Strata applications; personally responsible for fielding over 300 calls/e-mails per month.
• Facilitated and led one-on-one new client software training for 20+ Strata software products; developed and configured program documentation for internal and external use
• Developed monthly Cable Client newsletters highlighting solutions to high priority issues which was distributed to over 1,000 end users.
• Assisted the Product Teams in User Acceptance testing – identifying issues and working hands-on with developers.
• Acted as a liaison between TV Sales Reps and Media Buyers to research and resolve technical issues impeding the completion of business.

• Verified, analyzed and updated data for 25 cable networks within the Strata One Source database
• Developed and created previously undocumented standard operating procedures which continue to be utilized by existing and new resources throughout the Strata One Source department
• Resolved client issues and educated users on how to effectively utilize the product’s functionality