Client Service & Operations - Launched client health dashboard - Launched client onboarding process - Defined & implemented client segmentation - Lead Product Support, Client Services, and Professional Services - Rebranded department, defined roles and career path, reorganized - Built process and automation supporting: - 60% increase in logos, 450% increase in revenue, 1 net new resource - Launched client knowledge center > promoted internally - Stood up Salesforce (Q2 2018) - Launched ChurnZero (Q2 2019) - Automated user communication (NPS, New user welcome personalized with CS contact) - Alerts: Renewals 90 days out, Usage shifts - New Business Leads: detailed history of users no longer with accessEngagement & Retention - Built feedback & retention strategy - 21% increase in logo, 22% increase in YOY revenue retention - 18% increase in NPS (58)Company Culture - Engaged x-functional teams to ensure voices and perspectives are heard and considered operationally - Launched & co-led 3 annual company summits

Maintained 90% retention rate across Enterprise + Tier 1 clients. Scaled services to support growth from $1MM in 2013 to over $10MM in 2016 Maintained existing headcount while supporting 45% YOY revenue growth Increased client satisfaction > 2013 Forrester Wave report scored low marks, in 2016 we were in the leader quadrant Built Client Services org structure, goals and opportunities for advancement. - Managed client prioritization focused on revenue and potential growth to maximize efficiency and support cross functional communication - Implemented service models for Enterprise > Self-Service - Client onboarding + team process - Cross functional operations and communication - Joined the executive leadership team representing our clients and the client service team

Overall responsibility for managing existing client/partner opportunities to ensure client success and grow incremental revenue through new business opportunities within the existing client base. - Key account lead for strategic planning, development, and client communication- Provide account leadership including coordination of internal analytical, strategy and technical resources to deliver on client's needs and expectations.- With a consultative approach, translate client business needs and deliver solutions through account management, modeling and analytics, and custom product development.- Act as the “internal client” for all deliverables, giving guidance to resources and granting internal approval before presenting to the client- Ensure client satisfaction and engagement with the product development and innovation process- Responsible for retention and growth of the existing client base through individual efforts and efforts of the account management team to deliver profitable quality service.- Development and evolution of client onboarding and client solutions account management program- Build, lead, and mentor the account management and training team, ensuring adherence to strategy and client requisites

Directly responsible for managing client relationships and providing strategic account direction for private online communities. Clients include Microsoft, LG, ABC Studios, Disney, & Hyundai.- Key strategic guide for clients in developing, sustaining and growing successful communities with Microsoft, Hyundai, ABC Studios, Disney, and LG- Understand the dynamics of the client’s business and their industry while pro-actively championing the role of Passenger within the organization- Utilize strong knowledge of business and brand strategy to develop robust community strategies that align with client’s core business objectives - Work with Group Account Director to provide vertical-focused and overall strategic guidance to clients in the use of online community based on Passenger-developed best practices- Manage community growth and development, including tracking and calibration of core community strategy to continually align community execution with client business objectives- Identify and build relationships and opportunities to grow business within organizations and with client agencies- Manage scope of service and client expectations - Manage timelines and deliverables and lead weekly client status calls- Expertly manage client expectations within parameters of product offering and capabilities

Strategic marketing including branding, customer acquisition, and customer retention programs Manage marketing team responsible for online advertising, viral, PR, contests & promotions, and database marketing Manage 3rd party agencies Marketing requirements and strategy for website features and functionality Deliver reporting for product, programming, creative and sales around to network site statistics and marketing campaign results Manage Paid & Organic Search campaigns Support sales and client services team to ensure client campaigns deliver successfully Support business development with syndication of our content Develop strategy, manage, and execute network research. Administer surveys, usability labs, and focus groups to support programming, technology, and web operations. Manage and execute several surveys, usability labs, and focus groups to support programming, technology, and web operations

- Develop key strategies and tactics for various clients Paid Search, SEO, and Paid Inclusion campaigns - Work with clients to maximize their campaigns based on client goals and tailored campaigns to help reach optimal profitability. - Collaborate with clients to help fuse all online media and assist in creating unified online presence - Test, track, and optimize new creative, landing pages, and keywords expansions across multiple accounts. - Analyzing and reporting customer data utilizing the Atlas One Point and offline analysis of individual search campaigns including Yahoo Search, Google, MIVA, and other Tier III engines. - Provide weekly reports regarding online marketing efforts and performance metrics to clients - Manage a team of Search Managers and Search Coordinators - Manage Agency relationship with Major Search Engines - Assist with the training and developing of materials for the training of new hires.

- Assist with the development of a new online lead generation business including brand identity, needs assessment, client relations tools, and overall strategy - Handle all incoming orders of lead packages and place media buys to fulfill the orders - Work directly with the client’s technical team to provide seamless lead fulfillment systems - Handle all client relations, inquiries, and technical issues- Optimize online ad campaigns in correlation with company budgets and lead goals- Organize all internal tasks and marketing for the SLS Network

- Strategic development and implementation of Online (domestic and international)and Direct marketing campaigns - Media negotiation and placement - Project Management (website development) - New Business Development