Kristin Marks Email & Phone Number

San Francisco, California, US

London, England, GB

Deliver strategic global (F500) account support and product management for a worldwide provider of cloud-based mobile messaging solutions – SMS, MMS, RCS, email, voice, social (WhatsApp, Facebook Messenger, WeChat, etc.).

• Managed 10DLC, local long-code (traditional phone number length) used for SMS messaging.Responsibilities include:
• Developed Product Playbook, detailing product purpose, impact to customer (market regulatory requirement) and exception process, Infobip solutions (API + customer portal), and release calendar
• Captured KPIs - P&L against company revenue initiatives, total number of customers as well as how many purchased 10DLCs, total volume of messaging, and support cases
• Scoped and executed V2 billing allowing for accurate P&L and usage by delivery method (SMS vs MMS).
• Conceptualized content strategy for sales-ready materials with the product marketing team. Created internal FAQ document and intake process for Revenue Teams.

• Supported the company’s largest client operationally while also serving as product and project manager. Acted as technical point of contact for the customer as well as for internal queries and.
• Created account operational KPIs and built internal reports to view daily traffic trends and investigate abnormalities. Presented analysis in quarterly business reviews (QBR) and translated requests into requirements.
• Defined success metrics and conducted an audit in response to adverse customer feedback around platform issue detection; identified gaps and development requirements, which led to a solution that improved disruption.
• Co-wrote all external root cause analysis (RCA) reports along with lead engineer. Formalized immature process by defining incident management process and reviews required with Legal and senior management.
• Acted as product manager to address a client KPI-detection system that nearly doubled support tickets; strategized across the executive team, assembled a technical taskforce that identified options and launched an.

Kansas City, MO, US

• Manage clients across the aviation, media, construction, and healthcare industries to support their digital transformation objectives. Responsibilities include:
• Facilitate technology solution consultation regarding cloud strategy, enterprise security, digital insights, and user experience
• Maintain and grow business relationship with existing customers and develop new ones
• Led monthly account syncs with key client stakeholdersSpecial Projects & Trainings
• Miller Heiman Strategic Selling and Large Account Management Process (LAMP) trainings complete
• Cross-functional collaboration to optimize internal communication tools

Kansas City, MO, US

Seattle, WA, US

• Marketing and presales leader at a software development agency with an emphasis on Microsoft technologies and platforms. Responsibilities include:
• Collaborate on cross-functional teams to produce proposals/RFP responses. Create, manage and maintain existing new sales collateral to optimize presales process. Manage and develop strategies and content for digital.

Seattle, WA, US

Seattle, WA, US

• E-commerce B2C content marketing via a blog, enewsletter & emailers, SEO, social media marketing and management (Facebook, Twitter, and Pinterest), PPC management and B2B social media marketing and management
• Project managed e-commerce website update, participated in cross-functional teams to support the sales team and supported event coordination for biennial industry event
• Created media list and wrote news pitches to media outlets and relevant industry influencers
• Developed editorial calendar and communications plan with an advertising budget proposal including media planning research

• Assistant to the Media Effects Lab Director: researched for various research projects; website development; trained new hires; coordinated research events with other departments
• Public Relations Writing Teaching Assistant

• Created a social media procedures manual for the communication department detailing best practices and strategies for content marketing, analysis, ROI, and crisis management.
• Conducted 8 social media training sessions for all BREC departments

Washington, DC, US

• Content management for the Louisiana Capital Area Chapter website and two sister chapters
• Photographed various events, edited the content, and uploaded the images onto the website
• Conducted interviews and wrote press releases

Markham, Ontario, CA

• Organized Holiday hospital parties for over 25 hospitals including toy shipment and volunteer procurement
• Coordinated yearly prom for 100+ teens, managed vendors and volunteers, and received $15,000 from in-kind donations
• Updated Starlight blog with weekly events
• Spoke at their annual luncheon in 2009 about my experience as an intern

Master'S, Mass Communication With A Focus Of Public Relations And Public Affairs

Bachelor'S, Psychology