Phoebe Manzi Johnson Email & Phone Number

Boston, Massachusetts

• Charged with managing retainer services, after two years in managed services, for two SaaS platforms with over 500 clients, generating $8M revenue ARR
• Successfully transitioned from serving 24+ enterprise clients with large managed services contracts to hundreds of mid and emerging market clients with smaller contracts.
• Quickly hit the ground running in this transactional business realm of delivering retainer work
• Leveraged team lead and staff expertise to create soft skill training for the retainer consultant role
• Developed and implemented a comprehensive training program and hired five inexperienced resources (unfamiliar with SaaS BB software), preparing them to effectively serve clients after only three months
• Effectively supported new hires and existing managed services resources transitioning into retainer work

• Successfully managed a portfolio of 25 enterprise clients representing $13M in managed services annual revenue with a total value to Blackbaud of $30M ARR while successfully maintained service deliverables quality goal.
• Effectively maintained a 95% renewal rate through partnership development with clients based on providing quality service
• Successfully led a fully remote team comprised of six managers and a 50-person service delivery team
• Promoted and fostered a collaborate and supportive internal team culture, resulting in a very low rate of staff attrition (<1%)
• Maintained employee engagement and high morale despite challenging transitions and led change management in many aspects of a shifting business
• Developed new team structure to support clients, team leads, and delivery staff and implemented a heavy investment in training to enable service delivery on new platforms and leverage new combined roles, adopting and.

Greater Boston Area

• Successfully managed large scale CRM, campaign and business intelligence platform implementations. Collaborated with client and internal stakeholders to lead all aspects of the project lifecycles, including discovery.
• Effectively assessed, prioritized and tracked progress on project deliverables, ensuring on time delivery
• Proactively anticipated and managed risks to ensure timely project completion
• Led release management, escalation management, security, compliance and auditing processes
• Managed daily and weekly status meetings and reports for internal and external project stakeholders
• Leveraged agile scrum methodologies for development and testing, together with analyzing problems, proposing solutions and implementing improvements in business operations and technical processes

• Charged with developing and maintaining close relationships with clients, prioritizing, tracking and delivering client initiatives. Utilized 450 monthly retainer hours for multiple clients involving new project.
• Effectively identified and communicated business goals and objectives, representing clients’ interest to internal team members, prioritizing initiatives and non-contractual expectations, deliverables and other factors
• Created SOWs, business requirements documents, change requests, project plans, and quarterly business review presentations
• Scheduled and organized client account calls, status meetings, presentations, and delivery of related materials and reports
• Successfully identified and presented opportunities for growth in client relationships to internal and external stakeholders, including new data and analytics sales

• Front line data expert and main client contact for data analysis, quality assurance, troubleshooting, documentation and report delivery for multiple clients. Responsible for a high profile special initiative for 30+.
• Researched and delivered database marketing intelligence: ad hoc analyses, extracts and aggregations, marketing campaign and database reports, troubleshooting analyses
• Gathered requirements from clients, created business requirements docs, wrote technical specifications and worked with developers to deliver enhancements, new implementations
• Designed, created and maintained a platform to calculate and deliver daily model scores utilizing Unica Campaign
• Responsible for troubleshooting production issues, working collaboratively to identify and implement process improvements, and to communicate critical issues to clients

(BeNow)

• Responsible for data analysis, quality assurance, troubleshooting, documentation, and report delivery.
• Created database marketing deliverables: ad hoc analysis, extracts and aggregations, marketing and database reports, troubleshooting analyses.
• Responsible for writing tech specs and working with developers on project enhancements and new implementations.
• Troubleshooting production issues and communicating to internal teams and clients.

• Developed actionable strategic analysis to improve the profitability of clients’ marketing programs and other customer-focused business initiatives.
• Lead analyst responsible for the migration and implementation of a major retail client to new campaign platform (Unica on Oracle)
• Troubleshooted production issues, performed ad hoc analysis, coding of predictive models, extracts and aggregations, and other projects using SQL, PL/SQL, SAS and other tools.
• Responsible for establishing list pull guidelines, best practices, strategic segments, table mappings and other internal standards

(Pamet River, Inc, Boston '98-'99)

• Hired, trained and supervised a team of analysts while functioning as the lead analyst.
• Responsible for resource and project management
• Supervised the day to day work of 5 analysts; reviewed all deliverables for quality assurance
• Created analytical reports and client presentations on marketing segmentations and campaign performance
• Performed client-facing presentations and training

(Target Analysis Group, Cambridge, MA '95-'97)

• Developed, supported and documented the research and production systems for Target Tags, marketing segmentation tools.
• Modeled the likelihood of potential donors to respond to a particular direct marketing channel based on previous responses to campaigns using a chai-squared modeling tool, CHAID
• Performed backend analyses for clients to assess direct marketing strategies and the effectiveness of segmentations

• Created market analysis reports on personal computers, consumer electronics, and telecommunications.
• Analyzed high tech vendor marketing strategies (e.g. product, pricing, distribution) and market share. Research methods included: telephone interviews with product/marketing managers, analysis of pricing and.
• Researched, wrote, and designed the home office technology newsletter; primary editor for the interactive multimedia newsletter

• Responsible for hiring, supervising and training a fifteen person tele-research department.
• Reviewed and evaluated tele-researcher performance
• Compiled daily survey results and reported to upper management
• Functioned as a tele-researcher to conduct phone interviews, in French and English, with professionals in the graphic arts industry

M.A., French

Bachelor Of Arts (Magna Cum Laude)

Superior Diploma Of French Business.

Education record