- Project Manage client disputes through resolution.- Provide frontline insight to leadership teams to facilitate continuous improvement.- Utilize data to evaluate account risk; develop plan of action to maintain client partnership.- Perform periodic account reviews.- Work cross-functionally to develop company policy, best practices, and workflow SOPs.- Participate in AR collection efforts.- Provide supervisory support for Client Offboarding team.

LUK, Inc. is a non-profit organization headquartered in Fitchburg, MA serving all of Central MA and the Lowell area. For the last 50 years LUK (a.k.a.Let Us Know) has focused on strengthening the community through prevention, counseling, transitional home placement and other support services. LUK was originally a 24/7 crisis center hotline started by two volunteers that has since grown into a multifaceted organization that has experienced exponential growth.

Our Mission:Felix Consulting Co. is dedicated to providing assistance and resources to small and micro business people that will empower them to grow and maximize profit. All business, if done properly, is a labor of love, care and consideration. Let Felix Consulting Co. help you to reinforce these values within your business.Contact Felix Consulting Co. now and let us help you realize your business vision!Contact Information: Email: nehcole@felixconsultingco.comPhone: 978-846-7995Website: www.felixconsultingco.com

● Manage client transitions from legacy SQL solution to next generation AWS based platform with enhanced Machine Learning and robust analytics solutions; successfully helped clients to change process and adopt new solutions through effective consultation and training during platform implementation process.● Responsible for customer retention (ARR) and proactive relationship management through periodic outreach and Quarterly Business Reviews.● Perform direct outreach on negative client NPS scores to garner product feedback, points of improvement and to foster trust and transparency with clients.● Drive account penetration and upsells opportunities through deep knowledge of client’s business operations and revenue tracking needs. ● Track increases and decreases in client usage and proactively create account plans to reengage the team and/or provide additional training opportunities. ● Manage customer interactions with Tech Support team to ensure best results and productive communication.● Responsible for negotiating contract pricing and terms for single and multi-year contracts.● Assist in the resolution of billing discrepancies and disputes; focus on loss prevention and timely resolution of issues.● Provide active feedback to internal Product team from the marketplace as the new platform solution continues to develop and change.

● Conducted research for and created a competitive intelligence matrix for the existing team; this document was made to prepare team members in the newly developed Competitive Seller role.● Coordinated end of year ‘Close the Gap’ exercise that drove incremental revenue opportunities at the end of Q4; the team exceed their goal due to this final push.● Assisted the large accounts team with changes and tracking within the AdWords platform.● Worked with other contractors to provide productive feedback on the Google Contractor Program; collectively created an outline for an onboarding process and useful team interactions.● Liaised with support teams on client requests.

Rapid7 is a leading provider of security data and analytics solutions that enable organizations to implement an active, analytics-driven approach to cyber security. We combine our extensive experience in security data and analytics and deep insight into attacker behaviors and techniques to make sense of the wealth of data available to organizations about their IT environments and users. Our solutions empower organizations to prevent attacks by providing visibility into vulnerabilities and to rapidly detect compromises, respond to breaches, and correct the underlying causes of attacks.

Oversee Client Services team for the Mid-West region.

Generate client RFPs from pricing to inventory, manage all aspects of online ad campaigns post sale, optimize campaigns when necessary to ensure success, manage potential client relationships through outreach and research, generate revenue through up-sell and closing new RFPs ($50K or less), decrease revenue lost through management of internal Delta system and optimization, create client mock-ups for proposal process.

Developed Package Insert Programs for the purpose of increasing circulation across all Rodale publications, generated leads on potential PIP partnerships, assisted in the developemt of insert creative/copy/rules and regulations, assisted in day to day workflow management.

Brand development through Street Team promotions, managed Street Team performance/attendance on special promotions, provided all Research data to regional Sales team, proposal creation, assisted in national circulation growth studies, managed premiums and promotional materials.