Managed a portfolio of commercial accounts in the United States, South America, and Eastern Europe.Acted as the primary business point of contact for mParticle’s clients and served as a trusted consultant to optimize and expand use cases through the mParticle platform.Managed the client partnership experience from onboarding onward. Led customer engagements including strategy sessions, training, and formal QBR meetings to provide ongoing value.Understood and assessed client requirements, marketing strategies and growth drivers to create ongoing action plans for achievement and expansion.Identified and executed upsell opportunities, generating a 20% overall increase in ARR through strategic cross-selling of premium features, upselling of analytics and machine-learning tools, and securing contractual increases. Mitigated churn through early risk identification, running strategic success plays and connecting with multiple client teams to expand communications, discover pain points, and achieve business objectives, resulting in a 0% churn rate across my book of business. During mParticle’s acquisition of Indicative, owned a select book of Indicative customers and operated as their dedicated representative following the completion of an accelerated training program. Understood client organizational structures and communicated with professional contacts at all levels (from Marketing Associates up to C-Level Executives) to drive maximum adoption.Maintained a high level of customer satisfaction by collecting and structuring client feedback & working closely with internal teams to prioritize requests.Utilized Salesforce for maintaining organizational structures and upsell/renewal opportunities, along with Totango as a central point of truth regarding customer communications, internal notes, and task completion. Worked cross functionally with mParticle Sales, Finance, Professional Services, and Solution Consulting Teams.

Manage a portfolio of accounts with a specific focus on superior customer satisfaction, owning the renewal term and cross selling / up selling appropriately.Develop and execute client roadmaps with named accounts to ensure successful adoption and continual engagement of the DojoMojo platform.Build and nurture close client relationships to drive account expansion and growth, in line with communicating client ROI and ROAS.Fully responsible for driving the actions to deliver against organizational and Customer Success specific OKRs and individual KPIs.Meet and exceed adoption and retention targets while maintaining an active pipeline.Collaborate with Engineering, Design and Customer Success teams to translate client needs and technical challenges into business solutions.Identify client goals and work closely with the Partnerships team to bring marketing campaigns to life on the DojoMojo platform.

Managed 90 key, growth, and newly acquired supplier accounts in the Northeastern and Southern United States, California, Las Vegas, and Latin America.Assisted and advised suppliers in product optimization, portfolio growth, and growing market share, resulting in an additional 80% year-over-year growth.Established and developed client relationships, while negotiating offers, margins, inventory, and other terms using financial projection data models and leveraging industry knowledge.Conducted monthly and quarterly business review presentations to client stakeholders and decision makers.Maintained client relationships through frequent inbound/outbound communications utilizing email, phone, and in-person/virtual meetings.Secured a 15% increase in new products across entire portfolio and successfully negotiated 5+ year rate extensions for over 65% of accounts in portfolio.Advocated for client’s needs while maintaining Expedia Group’s best interests, resulting in mutually beneficial relationships.Project manager for the NYC theater/show accounts, successfully developing new processes to expedite the onboarding and maintenance of show products in NYC, while generating an additional 15% in gross bookings and revenue. Worked across multiple levels of management and held trusted relationships with leadership within Expedia Group, vendors, and contracted suppliers.Conducted market/competitor analyses, managed portfolio inventory, audited product content, and coordinated with partners’ operations teams to ensure customers have a smooth booking/redemption experience. Conducted quarterly presentations to multiple levels of internal leadership showcasing overall portfolio KPI performance.Produced regular performance reports and other ad hoc analyses for Expedia Group leadership and partners using data analysis tools such as Salesforce, Business Objects, QlikView, QuickSight, Tableau, Reportico, Confluence, Trello, Slack, Voyager, and the Expedia Extranet.

Facilitated contracts for attraction, activity, tour, cruise, and other tour providers/operators throughout the US and Canada. Coordinated with suppliers to obtain group/tour operator rates and negotiated favorable booking, payment, and cancellation policies for hundreds of products.Identified product/supplier gaps in our portfolio as goals for team members to approach for immediate contracting. Resident system expert for Genie; handled IT responsibilities, including user software installation, maintenance, and troubleshooting services; report creation/analysis/delivery to colleagues and leadership.Provided additional assistance with service reservations and coordination for traveling groups.

Negotiated contracts and obtained exclusive rights to operate billiards leagues in Queens, New York.Team leader in charge of negotiation, delegation, recruitment, administrative and financial departments.Trained teams and players to abide by the league’s rules and regulations to ensure fair play for all.Organized weekly league nights and tournaments; designated as top official and referee.

Primarily focused on winning corporate/leisure group business in the Midtown area, plus managed all social media pages.Integrated new concepts and ideas to bolster foot traffic and group business.Created the McGettigan’s NYC Tour and Travel program, which offered specialized menus and rates for organizations in the travel industry.Directed and coordinated with NYC staff for any event details, new promotions, and special agendas.Attended networking events to garner new clientele and strengthen existing relationships.Monitored and updated McGettigan’s social media pages: Facebook, Twitter, Instagram and Yelp.

Promoted from the GTA division to focus on sourcing/contracting restaurants, music halls, hotel dining space and cruises throughout North America for exclusive group travel.Negotiated exclusive menus and rates for Kuoni’s select international markets.Loaded product data regarding venues and menus for sales teams to access.Created/distributed marketing material over Salesforce Chatter and direct to Kuoni’s global sales offices.Sourced special dining requests within set budgets for high end clients.

Dedicated focus towards inbound operations and maintaining bookings with contracted vendors.Confirmed and maintained bookings on the GTA internal booking systems: AS400 & Suppliers Online.Ran and analyzed service reports for sightseeing tours and vehicle transfers.Negotiated with suppliers to reduce or remove losses.Performed in a team environment; elevated to senior staff in team, then served as system trainer for new Destination Services staff and newly contracted suppliers.Personally managed sensitive booking requests by global office managers to support and/or repair the working relationships between GTA and important clients.

Customer Service specialist for travel agents in North and South America, focused on travel itinerary management.Fielded new/future/post-travel requests, along with creating and maintaining booking itineraries.Maintained high quality assurance numbers and mentored newer employees.Volunteered for additional responsibilities in other GTA departments.

Trained on the benefits, ingredients, and specialized line of Eukanuba/Iams products.Travelled around New York City/State in a Marketing Street Team to offer free samples, offer insider knowledge and reach new customers; visited key locations (dog runs, pet stores, parks and more) to focus on the target clientele. Provided scientific product information and promoted the Eukanuba/Iams brands while not criticizing competing brands. Proficient at changing the minds of skeptical pet owners using scientific fact and logical counterpoints.