Melanie Paddock Email & Phone Number

San Diego, California, United States

San Diego, California, United States

- Led Demand Team for NXT Upgrades- Ended FY23 at 121% of revenue upgraded goal and 118% royalty savings goal- 70+ NPS Score for Upgrade Projects- Program started with 300+ customers to migrate from SFDC edition to NXT edition of Gainsight- Ended FY23 with 18 customers left to Upgrade to NXT- Built and scaled processes to streamline demand per quarter- Managed Pipeline and capacity planning- Worked cross functionally with CSMs, training, and Sales to prepare customers for Upgrade

San Diego, California, United States

• Own and manage pipeline and lifecycle management for a complex initiative to convert ~400 customers from the legacy Gainsight Salesforce app to the CRM-agnostic Gainsight NXT Platform. • Maintain internal and customer-facing documentation and materials related to the Upgrade Process.• Assist with marketing initiatives to drive demand for the Upgrade to NXT – case studies and email campaigns.• Helped develop messaging and journeys for all personas involved in the upgrade process• Worked cross functionally with other departments to ensure seamless customer handoffs related to Upgrade including Customer Success, Product, and Professional Services.

Greater San Diego Area

I am responsible for ensuring the success of a portfolio of Cordial’s clients - success being defined by the client. The CSM is a true client partner, their primary point of contact at Cordial, and works diligently to advocate and align technology and expertise on behalf of the client. The CSM is the owner of the entire client relationship post-sale, but is included in pre-sales discovery conversations with prospective clients. Key focus areas include owning the client success plan, executive engagement, commercial relationship, and proactively managing competitive threats.Responsibilities:- Learn, comprehend and internalize the client's definition of success with regards to Cordial and their broader business.- Develop a comprehensive understanding of business challenges faced by clients and objectives to appropriately map Cordial features and business benefits to address client needs- Create & deliver success plans for each client and ensuring the broader Client Experience team stay on task to achieve agreed upon goals as stated in the plan.- Own the client cadence (planning/status/review meetings) and organization of the program- Achieve a foundational understanding of Cordial’s platform and its value proposition in addition to demonstrating the platform’s capabilities.- Partner with Cordial’s Channel Growth & Partnership team to align technology and service partners with clients.- Participate in business development and discovery meetings with prospective clients- Partner with Cordial’s sales, marketing and product development team to align on client needs, use cases and success stories.- Ensure timely renewals by owning the commercial relationship end to end, including forecasting, negotiation and execution of contracts- Focus on the continual expansion of Cordial’s integration with the client to drive ever greater levels of client success.- Drive phenomenal rates of renewal, expansion and advocacy in Cordial’s client base.

Greater San Diego Area

Manage major brand accounts to ensure satisfaction with our SaaS platform. Responsible for client retention and growth with a focus on account planning, strategic up-selling, and providing unparalleled customer service.

Greater San Diego Area

•Own and manage the relationship between Tealium and client to ensure absolute and complete satisfaction including 100% contract renewals.•Ability to multi-task, working across multiple client engagements at the same time as well as key internal initiatives.•Be a recognized expert by clients, partners and colleagues regarding the Tealium solution.•Work closely with Implementation Engineers during initial implementation, as well as to scope and estimate opportunities and identify overall project approaches, activities and execution details.•Assist clients in learning and expanding their usage of the Tealium platform; act as trusted advisor to enable clients to apply our tools to achieve their online business objectives.•Manage the entire renewal process including creating service orders and addendums, obtaining necessary client signatures and communicating with management.• Upsell additional features and services.• Effectively analyze complex project issues, identify the possible solution options, and present recommended solutions to client.•Provide training on the Tealium User Interface.•Take full ownership of client experience throughout the Implementation Process providing a “Ritz-Carlton” level of customer service as well as the ability to manage challenging situations including impending deadlines, demanding clients and stressful workloads.•Ability to work in a start-up environment where processes are evolving and changing to meet the needs of a rapidly growing company.•Maintain effective communication with clients including escalating important issues, provide ongoing status updates and properly manage expectations.

Phoenix, Arizona Area

Primary job function is to manage accounts and reach ROI goals for clients, done through analysis of campaign performance, proactive recommendation and implementation of solutions.• Manages all aspects of ad operations: interaction with clients, agencies and networks, brainstorm and recommend creative/offer ideas, assist with developing campaigns and managing performance, reviewing reports and optimizing campaign performance and budget.• Interface with clients/vendors and sales team to help maintain and improve ROI objectives for clients.• Direct client support of day-to-day campaign delivery and execution.• Assume campaign ownership to ensure full delivery and proper pacing of advertising campaign.• Work with FetchBack sales reps and engineering to help answer technical/implementation questions.

Phoenix, Arizona Area

•Develop strategic marketing promotions that engage readers and encourage customer interaction to yield a higher click thru rate for better ROI, while simultaneously helping to grow our customer base•Prepare creative briefs that allow our designers to seamlessly develop effective advertising messages•Work with clients during ad proofing process to ensure expectations are exceeded and objectives are met•Schedule and coordinate the timely launch of web, mobile, SEO/SEM, and email advertising campaigns•Provide campaign analysis, optimization, and follow-up •Complete billing and reconciliation for strategic and agency accounts