- Served as process team lead for the implementation of the 4x4 method to drive client engagement and reduce churn by 60%. - Achieved consistent customer experience by creating and maintaining internal training documents for the Strategic Advisor team.- Introduced batch tag targeting for increased visibility and messaging of unengaged clients and creating automation through drip campaigns. - Made data driven decisions for clients and internal teams with the use of ChurnZero and Salesforce custom dashboards. - Built and maintained monthly strategy reports for iContact’s premier clients by presenting data (open rate, click rate, list health, unsubscribes, bounce rates) and made recommendations for email marketing campaign improvements. - Drove expansion revenue through offered services and term agreements. - Consistently overachieved in upselling of services, increased engagement levels, and completed design and content projects: unit retention 94% (goal - 90%) and revenue retention at 107% (goal - 98%).- Achieved an increase in 1-2 projects per client per month to maintain the value of the iContact services.

- Introduced Retention Reporting and Time to Value reporting in order to measure the success of the customer implementation team and set realistic expectations for the Account Executives.- Served as the voice of the customer by assisting the Product Development team to quickly identify and solve errors, bugs, and product improvements.- Successfully maintained 92% in net retention using QBR and KPI metric reporting. - Responsible for the second largest book of business in the organization equalling $1.5 million in annual recurring revenue. - Achieved expansion revenue goals of $6K ARR every quarter through increasing customer licenses. - Assisted QA with use case testing for the launch of the Adobe & InMotionNow integration.

- Worked closely with enterprise financial institutions on gathering requirements to create tools and websites to display their fund marketing data.- Act as the subject matter expert to ensure synergy between what the client wants and expects and what the implementation team delivers.- Ensured the delivered solution accurately mets the client’s requirements as initially identified.- Partnered with development, product owners and business analysts on customer requirements in order to build project timelines and expectations.- Created new document and project management platform training material for new hires. - Managed resource allocation of development, business operations, and customer success to ensure all facets of the project are completed on time and within budget.- Developed process for Devops communication with Salesforce and Confluence in order to reduce project timelines.- Reduced project implementations below the standard 6 months by prioritizing sprint stories in JIRA.

- Hired, trained, and mentored a legendary team of client implementation analysts, success reps, and data services project managers to achieve a client retention rate of 96%.- Maintained highest employee retention rate of the entire Client Services team with Traction leadership. - Conducted quarterly employee reviews to provide feedback, career growth and advancement in order to ensure the team was continuously challenged and thriving.- Reduced backlog of at-risk clients with a proven 4 x 4 communication method for outreach and recovery. - Worked closely with development to enhance product features and reduce bugs. - Conducted satisfaction surveys, communicating feedback to sales and marketing increasing client growth to 30% month over month.- Provided Innovative C-level reporting in Salesforce for company key performance indicators measuring client launches within 90 days, launches per implementation analyst, content contributions for our LMS and client community site, and sales leads.

- Taught classes on executive reporting at our annual client conference, Dude University, showing clients how to create and present your data in a way that gets your message across council and board members. - Served as a product expert in our maintenance, GIS, inventory, and energy management software around the government vertical market. - Successfully implemented enterprise clients, holding the highest book of business of the team. Held 90% percent success rate for implementing under the project plan statement of work.

- Trained clients in the government vertical market on setup and utilization of cloud-based operations management software, consulting on best practices for reporting and workflow.- Obtained vertical market knowledge by participating in trade shows and conferences.