Cynthia Philpot

Experience

• 

  The Augusta Chronicle

  Jul 1995 - Aug 1996

  Accounting/Payroll
• 

  Morris Communications

  Aug 1996 - Mar 2013

  Cynthia excelled in managing and overseeing diverse projects, ensuring their successful completion within scope, budget, and timeline. As a director, she led and coordinated the online advertising operations, managing a team that optimized revenue generation and enhanced the efficiency of advertising processes. In this role, she developed and managed various products, focusing on delivering customer value and driving business growth. She provided strategic consulting and guidance to key markets, contributing to their success and growth within the organization while managing a team of Market Consultants specializing in online newspaper verticals and mass-market deployments. She demonstrated her technical proficiency by developing and maintaining websites, ensuring they were visually appealing and functionally robust. She played a vital role in training and supporting clients and internal teams while implementing new products and services, ensuring seamless adoption.

  • Project Manager

    Oct 2009 - Mar 2013

  • Director of Online Advertising Operations

    May 2008 - Oct 2009

  • Product Manager

    Apr 2005 - May 2008

  • Senior Market Consultant

    Jan 2003 - Mar 2005

  • Web Developer

    Aug 2000 - Jan 2003

  • Training & Implementation Support Specialist

    Aug 1996 - Jul 2000
• 

  CDK Global, LLC formerly ADP Dealer Services

  Mar 2013 - Dec 2015

  Project Specialist

  As a Project Specialist, Cynthia executed various IT projects, primarily focusing on remote and onsite client software and hardware implementations. She led a cross-matrixed team of IT project resources, ensuring the successful delivery of projects while maintaining effective communication with all stakeholders. Her ability to lead project teams, manage stakeholder relationships, and ensure effective project execution allowed the delivery of successful IT implementations for clients. Through meticulous planning, communication, and risk management, Cynthia contributed to the organization's reputation for delivering high-quality projects and exceeding client expectations. Show less

• 

  Palantir.net

  Jan 2015 - Oct 2017

  Project Manager | Client Success Manager

  Cynthia managed enterprise-level design and development of custom website projects from initial onboarding to successful completion as a Project Manager. Her role required strong project management skills, client relationship management, and a focus on driving revenue growth. As a Client Success Manager, she provided post-implementation support. Her dedication to client satisfaction, technical expertise, and project management skills allowed her to successfully deliver high-value website projects and retain clients for ongoing support, contributing to the overall success and growth of the company. Show less

• 

  Morris Media Network

  Feb 2018 - Sept 2018

  Client Success Strategist

  Cynthia worked to ensure the success and satisfaction of the clients within the Morris Media Network channels. Her primary focus was on post-sales fulfillment activities for digital marketing products and programs, strongly emphasizing building lasting relationships and delivering exceptional service. Her ability to deliver high-quality service, build strong client relationships, and leverage digital marketing expertise allowed her to drive positive outcomes for her clients.

• 

  Gannett | USA TODAY NETWORK

  Jan 2019 - Jun 2020

  Sales and Reporting Analyst

  Cynthia played a pivotal role in driving the success of the business units by harnessing data to optimize sales performance, support strategic decision-making, and align with business objectives. Her diverse responsibilities included collecting, analyzing, tracking, and reporting key performance indicators (KPIs) to enhance sales productivity and drive overall growth. By leveraging data analytics and reporting tools, she helped the sales teams and leadership make data-backed decisions that increased productivity, improved performance, and aligned with strategic objectives. Show less

• 

  Mindgrub

  Oct 2020 - now

  Cynthia’s role is crucial in ensuring the smooth operation and success of the support team. She is entrusted with a range of responsibilities that revolve around influencing strategic direction, optimizing processes, and maintaining excellent client relationships.Strategic Direction: - Influencing the strategic direction of the support team by analyzing data, identifying trends, and proposing improvements to enhance the overall support services. - Collaborates with the management team to align support strategies with the company's long-term goals and objectives.Reporting and Documentation: - Responsible for maintaining accurate reporting metrics, tracking key performance indicators (KPIs), and presenting regular reports to higher management for informed decision-making. - Creates and updates documentation for support processes, ensuring that best practices and standard operating procedures (SOPs) are well-documented and easily accessible to the team.Continuous Process Improvement: - Optimize support processes, streamline workflows, and implement efficiency-driven solutions. - Collaborate with team members to identify pain points and challenges and work together to find innovative ways to solve client issues effectively and efficiently.Client Onboarding: - Leads the onboarding process for new clients, ensuring a seamless transition and setting clear expectations for support services. - Maintain regular communication with clients to understand their needs and ensure their expectations are met and exceeded.Resource Management: - Manage capacity planning and resourcing needs, ensuring the support team has the right talent and resources to meet client demands effectively.Client Relations and Account Management: - Meet regularly with Account Managers to address client needs and maintain customer satisfaction. - Create client reports based on specific needs and contractual obligations to inform clients about their support services' status. Show less As a Support Coordinator with Mindgrub, Cynthia’s responsibilities encompassed various support management, coordination, and communication aspects. Her organizational and communication skills were vital in managing the support queue, prioritizing tasks, and fostering effective collaboration within the support team and with clients. Her keen attention to metrics and KPIs allowed for continuous improvement in support services and ensured high client satisfaction. She contributed to the successful delivery of support services and played a vital role in the team's overall effectiveness and efficiency.Support Queue Management: - Responsible for managing the support queue, which involved triaging incoming support requests through the support portal. - Efficiently organized and categorized support tickets based on urgency and complexity, ensuring the support team appropriately addressed them.Communication and Priority Management: - Communicated with clients and internal stakeholders, ensuring their support queries were acknowledged promptly. - Managed the priority of support tickets, collaborating with clients and internal teams to understand their needs and allocate resources accordingly.Daily Standups with Developers: - Conducted daily standup meetings with developers, providing a platform to discuss ongoing support tasks, progress, and challenges. - These meetings facilitated effective coordination, enhanced collaboration, and ensured the team aligned with support objectives. - Optimized the team's workload distribution and ensured adequate resources were available to meet client demands.Key Metrics and KPI Management: - Maintained and monitored key support metrics and performance indicators (KPIs), regularly updating the Support Manager on the team's performance. - Identified trends and areas for improvement, contributing to the overall enhancement of support services. Show less

  • Support Manager

    Dec 2021 - now

  • Support Coordinator

    Oct 2020 - Dec 2021