Managed the initial and ongoing success of a portfolio of Enterprise Clients; from onboarding and implementation through training and use case expansion. More specifically, I served as a trusted advisor, guiding clients through different use cases while incorporating best practices and new features.Others tasks included:-Partnered with Sales to manage the smooth transition from Sales to Implementation to Expansion and Renewal-Acted as the product expert, customer advocate and liaison between the client and Allego’s Product Management team to translate business requirements into product enhancements-Executed proactive outreach to clients in order to review usage, opportunities for use case expansion and asses overall level of satisfaction-Mentored and trained dedicated Customer Success Coordinators to support the development of their product and client management skills-Developed and packaged resources that could be shared across the team to improve efficiencies and customer satisfaction

Owned the day-to-day customer relationship, from both a strategic and technical perspective, for a book of business including both Publisher and Marketer Enterprise clients. Within this role, I was responsible for understanding and delivering on client use cases and to help them achieve ROI. This role included clients in both implementation and post implementation.Other tasks included:-Helped clients capture full value from Audience Studio (previously Salesforce DMP/Krux) by serving as a strategic advisor to client executives and providing actionable insights -Drove Audience Studio platform adoption and usage and in-turn drove incremental revenue through increased use -Encouraged best practices through an informed, value-add perspective to the client line management and executives -Led development and delivery of structured, metrics-driven quarterly business reviews-Worked with Renewals Manager and Engagement Manager to ensure licensing and service agreements align with client needs-Managed post-implementation projects from start to finish ensuring all tasks outlined in the contract were achieved

Conducted high-quality, tactical and strategic training for both new and existing clients as well as delivery partners via onsite led training sessions at client locations and via virtual online sessions and webinars. Other tasks included:-Worked with other members of the Training Team to develop new content/videos and learning paths for clients and internal employees-Partnered with the Client Support team to identify patterns in support requests and modify training format to address topics that require further education-Took survey feedback and incorporate into future trainings-Held Internal Lunch N’ Learns and Webinars to train employees on upcoming product/feature launches-Developed and aligned content from "Krux" into "Salesforce Trailheads" (as Krux was acquired by Salesforce and renamed Salesforce DMP)-Enrolled clients into e-Learning-Worked with Client Partners and Solutions Managers to ensure trainings are tailored to each individual client

Managed day to day client relationships. Worked to develop a deep understanding of the client’s business goals. Maintained active dialogue with clients through weekly meetings and quarterly business reviews, while also delivering in-person training when needed.Other tasks included:-Analyzed and address inbound client requests to ensure client satisfaction, client engagement and product usage-Trained DMP clients on the platform and all of its capabilities and use-cases -Defined key business metrics and success criteria and establish a process for monitoring goals-Provided expertise on the DMP and highlight key features and functionality allowing the customer to execute their data-driven marketing strategies-Drove usage and adoption of the Krux DMP with ongoing usage reviews and account performance planning-Stayed informed of data-driven marketing news and emerging technologies

I was responsible for leveraging key relationships with clients, ISPs and delivery assurance vendors to ensure the delivery of our clients' e-mail communications to their customers. - Worked cross-functionally to establish process and procedures that optimize deliverability- Monitored deliverability metrics - Day to day client/industry contact to resolve issues around delivery, technology, problem identification, investigation, escalation and resolution- Designed and ran tests of email deliverability- Monitored and administration of Return Path toolset to find client problems- Implemented and reviewed client email authentication records- Advised external clients and internal client teams on best practices for email sending policies and infrastructure including IP warming plans- Maintained Feedback Loop programs for client IPs at participating mailbox providers

Coordinated resource requirements for mailings and projects. Analyzed provided HTML assets and revised code where necessary to integrate with internal tools to ensure proper rendering across multiple platforms. Also, troubleshooted HTML rendering issues and made suggestions for coding improvements to enhance the render-ability across a wide range of popular e-mail clients.Other Tasks:- Complete and QA campaign setups and change rounds in rapid succession.- Utilize the company's campaign management tools and support the training of clients & other employees in their use.- Utilize basic programming and database knowledge to create highly customizable campaigns.- Professionally manage the client relationship on a production operations level.- Actively seek to foster the client relationship through effective communication and expectation setting.

Handled all customer escalations to the TomTom corporate office including all Better Business Bureau and Attorney General complaints. Created and provided statistical analysis to change policies and procedures based off common customer complaints. Delivered feedback to Operations Managers at the call center to prevent future escalations to our corporate office. I also managed Quality for TomTom US. In this role, I worked to ensure all KPI's were being met. While reaching these goals, I created plans to drive Customer Satisfaction and First Call Resolution.I also worked, and facilitated meetings with TomTom Headquarters in Europe to ensure global consistency.

As a New Hire Traininer, I facilitated and managed Constant Contact’s new hire program. Outside of facilitation, I built training guides, modules, and schedules for the 6 week new hire course. I worked with all departments to develop ongoing training documentation, as well as scheduling other facilitators and employees for each session.In order to track learning results, I created quizzes to assess development of new hires and shared the results with management.In this role, I consistently worked in both a self and team environment.

Promoted to a Senior Support Specialist (Compliance Support Specialist) where I handled all compliance related calls, chats, and emails from customers. Met and exceeded productivity and quality goals set by the management staff. Scheduled and facilitated feedback meetings with our Compliance Team. Facilitated Compliance training to new hire classes, as well as Tier 1 support agents.

Handled inbound phone calls, chats and emails from customers with technical questions in regards to the products offered. Consistently met and exceeded productivity and quality goals set by the management staff.