Rasheed Robinson Email & Phone Number

New York, NY, US

New York, NY, US

• Directed and mentored a team of 14 Customer Success Managers (Team Leads and IC's), driving account renewal and identifying upsell opportunities using the Wunderkind performance marketing platform.
• Managed a portfolio of 121 Strategic, Enterprise, and Mid-Market clients, generating over $20 million of ARR.
• Improved Wunderkind’s Salesforce instance by creating Dashboards and Reports for CSMs, Sales, and Account Managers and automating processes (CSAT emails, account assignments, ect)
• Successfully reduced client churn from 15% to 7% and increased client satisfaction from 4.4 to 4.7 on a scale of 1 to 5.
• Conducted weekly developmental meetings to address client issues, prepare for presentations, ensure ongoing success, and support professional career development plans.
• Efficiently managed team bandwidth by collaborating with internal and external stakeholders to assign the most suitable team members for each account's unique needs and goals.

San Francisco, California, US

• Assisted various global enterprise & global advertising agency clients to derive maximum value from their investment in Datorama, by promoting adoption, ensuring retention, and growing the business from $5.1 mil AOV to.
• Managed and led the Global Team Blue (GTB) account team to spread and grow their Datorama instance from the AMER East region to worldwide adoption, yielding a 12% increase in user adoption YoY.
• Developed and managed a Datorama dashboard for CSMs to monitor account KPIs (NPS, CSAT, platform usage stats), adopted by over 130 CSMs over the AMER Region.
• Built and managed content for the CS knowledge repository (success plays, case studies, templates) to upskill a global team of 350 success managers and 24 client teams.
• Coached internal and external teams on establishing and managing change management/governance/center of excellence programs.

San Francisco, California, US

• Managed American Express’s email marketing program across 15 lines of business, to deploy over 500 email campaigns a year through the Salesforce Marketing Cloud with 50+ VP/exec level leaders/stakeholders.
• Led and oversaw the staffing and workforce planning of resources consisting of campaign managers, technical architects, QA specialists, and deployment specialists.
• Managed the communication/deployment process for American Express’s email campaigns and projects including: SOW creation, project/resource scoping, issue escalation/resolution, contract renewals, development.
• Partnered with internal teams across Salesforce to drive innovation by hosting over 10 quarterly trainings and knowledge shares.

Costa Mesa, CA, US

• Managed and led a team of 3 Client Success Managers and 2 Senior Account Managers to grow Citibank’s email marketing programs across 23 lines of business at Citibank and deployed emails to a customer base of 25 million.
• Oversaw and created individual career growth plans for my team, managed team bandwidth, scoped projects and created timelines with Citibank.
• Created standards, safeguards, and process controls to improve my team's email deployment accuracy from 91.4% to 98.8% YoY.
• Developed a dashboard with the strategic team and Citibank’s Marketing team to identify, analyze, and display KPIs for the AMER region.
• Created and presented Quarterly Business Reviews to VPs at Citibank.

• Managed and led a team of six to rebrand and reposition ProExam and launch ProExam Vault, a SaSS solution for verifying digital credentials.
• Onboarded, trained, & provided ongoing support to ensure client adoption for ProExam Vault.
• Used various project management tools to unify disjointed employee communication internally and externally, drove adoption of Trello which was utilized by over 90 employees for communication, collaboration, and change.
• Developed a process to improve project scoping, which resulted in leading the hiring of external teams and partners to maintain ProExam’s growth and project timelines.
• Worked cross functionally with internal and external teams to create competitive analyses for multiple proprietary SaaS products being developed in-house.

Totowa, NJ, US

• Grew e-commerce business to $9 million and grew the marketing team from 2 to 5 over a 30-month period, managed social media strategy and grew Twitter following from 42 to 15,000 over a 12-month period

• Provided consultation services on technological and marketing strategies to enhance and grow various businesses.