Tanya Wick Email & Phone Number

Raleigh, North Carolina, United States

* Manage and engage with a book of centralized school district clients across a diverse portfolio of school systems* Embrace the DreamBox Learning value proposition and how it relates to the strategic goals of an educational institution; provide support, actionable advice, and useful content to drive impact* Dynamic guidance of the customer lifecycle, with a heavy emphasis on onboarding, to deepen implementation and adoption* Analyze and interpret data as it relates to impact and implementation to initiate proactive solutions* Closely monitor and report on key metrics, milestones, and client NPS; analyze trends to monitor client health throughout the client journey* Establish deep knowledge of DreamBox products and services and how each relates to specific client goals* Proactively inform leadership and account team partners of life-cycle risks & opportunities; when risk surfaces, project manage solutions-focused resolutions* Prioritize outreach efforts to mitigate churn and position for expansion/growth* Partner as a customer advocate by providing product and process feedback to management and/or internal teams as necessary* Produce high-quality, professional resources to support district implementation goals and outcomes* Conduct engaging presentations for client groups, including client kick-offs, back-to-school strategy sessions, usage optimization calls, etc.* Participate in team projects that support goals and initiatives of the department* Be an innovative and collaborative thought leader, continuously assessing team support for all clients and determining new strategies or services that will better drive DreamBox onboarding, implementation, and usage

• Serve as a dedicated, knowledgeable, and reliable partner for our enterprise-level accounts • Support customer-centric training and onboarding programs that result in successful implementations and high user adoption• The voice of our customers, helping the Product Development team identify errors, bugs, and product improvements based on the requirements and preferences of the customer• Promote and embrace inMotionNow core values• Partner with customers to ensure successful implementation and usage of the inMotion platform• Proactively anticipate user questions and issues through a combination of independent study, investigative programming, and collaborative efforts• Prioritize and drive resolution on escalated customer issues• Serve as a subject matter expert on the inMotion platform, advising customers on best practices and emphasizing the organizational benefits of the tool• Create analytical customer engagement reports from collected customer information• Contribute to Testing and QA on product development fixes and new releases

• Maintain the success of 50+ clients, facilitating growth towards return-on-investment and KPI’s for email marketing and social media o Email Marketing Expert Certification (August 2018)• Serve as liaison for design services team to streamline communication between departments • Utilize Salesforce CRM for management and tracking of account/client data• Develop strategic email marketing campaigns focused on client industry and goals, deliver on monthly remote calls • Ensure customer satisfaction through collaboration with all departments encompassing sales, support and design teams• Create annual account review presentations for clients to evaluate growth, provide future strategy initiatives and implementation

Raleigh-Durham, North Carolina Area

• Achieved advocation for Senior Customer Success Manager (2017)• Accounted for retention of over $5 Million• Influential in client projects and catered open communication on development to assure timely delivery of services• Provides oversight, engagement, and reporting for customer needs, initiatives, calendars, billing, outstanding issues and overall health.• Maintains knowledge of VST business models, products, platform functionality, and operational protocol. • Implements all aspects of the customer contract, including billing requirements, content requirements, and the service level agreement.• Organizes and shares customer information and details to support the broader organizational knowledge requirements.• Provides project management of customer initiatives and communicates clearly around progress ensuring timely delivery of our solutions.• Recognizes and responds appropriately to escalations and issues of high concern for the customer.• Communicates company software’s current features, upcoming features and issues, outages or maintenance items, and also communicates customer feedback to the productmanagers for product improvement.Partners with other departments to achieve the highest level of corporate cooperation while balancing customer satisfaction to include balancing company priorities against those of your own customer and negotiating as needed with product management.• Manages ongoing systems integration support with customer, including but not limited to, Business Center file uploads, error handling, etc.• Coordinates scheduling and delivery of customer meetings, end-user trainings, and focus groups using provided training tools.• Operates as the key point of contact for all account activity once client is brought on board• Collaborates with sales on account needs• Builds and maintains strong, long-lasting customer relationships• Assists with process development and improvement

Raleigh-Durham, North Carolina Area

• Provides oversight, engagement, and reporting for customer needs, initiatives, calendars, billing, outstanding issues and overall health.• Maintains knowledge of VST business models, products, platform functionality, and operational protocol.• Implements all aspects of the customer contract, including billing requirements, content requirements, and the service level agreement.• Organizes and shares customer information and details to support the broader organizational knowledge requirements.• Provides project management of customer initiatives and communicates clearly around progress ensuring timely delivery of our solutions.• Recognizes and responds appropriately to escalations and issues of high concern for the customer.• Communicates company software’s current features, upcoming features and issues, outages or maintenance items, and also communicates customer feedback to the product managers for product improvement.• Partners with other departments to achieve the highest level of corporate cooperation while balancing customer satisfaction to include balancing company priorities against those of your own customer and negotiating as needed with product management.• Manages ongoing systems integration support with customer, including but not limited to, Business Center file uploads, error handling, etc.• Coordinates scheduling and delivery of customer meetings, end-user trainings, and focus groups using provided training tools.• Operates as the key point of contact for all account activity once client is brought on board• Collaborates with sales on account needs• Builds and maintains strong, long-lasting customer relationships• Assists with process development and improvement

Buffalo/Niagara, New York Area

• Office duties include: Email, updating and maintaining various multiple line spreadsheets, data entry, filing, billing, faxes and data research. • Responsible for every textbook and course involved in Bryant & Stratton College. Includes updating editions and working with publishers to ensure the most current editions and up to date materials are accurate for each semester• Coordinate, compile and fulfill book orders from all BSC campuses• Prioritizing workloads for all part-time and seasonal help during each semester start • Website coordination• Accounting responsibilities: a) Web shopping cart, b) Purchasing, c) Inventory including multiple physical inventories• Updates job knowledge by participating in educational opportunities.• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.