Experience

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  Northwestern mutual

  Feb 2005 - Dec 2009

  Trained staff, financial representatives and associate financial representatives on Customer Services.Professionally handled client calls and written insurance and investment service requests.Created and implemented Client Relations Center marketing plans.Established and distributed monthly Client Relations Center newsletter to approximately 200 employees.Restructured Client Relations Center program into a premium producing department.Supported Client Relations Center financial representatives through providing client information, distributing leads, and consistently adding value to the financial representative's businesses. Show less

  • Client Relations Center Director

    Aug 2007 - Dec 2009

  • Assistant to Financial Representative

    Feb 2005 - Sept 2007
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  U.s. bancorp investments, inc.

  Apr 2010 - Sept 2012

  Performed nightly pricing duties and processed mutual fund distributions with extreme accuracy.Quality checked all external fund accounting mutual fund prices, rates and paid out distributions.Led pricing team projects and consistently submitted new ideas to create and increase efficiency.Wrote and edited pricing team’s instruction and policy documents while complying to ISO standards.Member of “Buzz Committee”; an internal marketing committee dedicated to informing the entire office of ISO principals, office information and general industry knowledge in a creative and organized format.Marketing Coordinator for US Bank’s company-wide Environmental Committee. Responsible for leading numerous green initiatives in addition to the planning of, and participation in, multiple corporate and local committee events. Show less

  • Business Technology Analyst

    Oct 2011 - Sept 2012

  • Mutual Fund Specialist II

    Apr 2010 - Oct 2011
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  Bader rutter

  Sept 2012 - Oct 2015

  Served as team’s subject matter expert for all reporting, advanced Excel tasks, and billing-related topics.Supported five account teams in daily account management activities and finances.Managed agency’s largest revenue-generating client’s billing procedures while communicating billing status to team of 30 account executives, team leaders and group directors.Led monthly calls with clients to align agency’s billings to client’s forecasted spending.Ran monthly accrual reports, managed and traced all outgoing invoices, maintained spreadsheets for over 300 purchase orders, as well as opened, closed and maintained all team’s project numbers.Worked with all departments to create project estimates for client review and approval. Show less

  • Account Executive

    Sept 2015 - Oct 2015

  • Account Coordinator

    Sept 2012 - Sept 2015
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  Watermark

  Jan 2020 - Sept 2020

  Manage and grow profitable relationships with 70+ clients world-wide, while ensuring successful adoption and expanded use of a Higher Education reporting software tool.Lead strategic conversations with key stakeholders at Provost and Dean level positions at Universities including on-site University visits to advise on change management and project management best practices.Consistently meet renewal targets, new sales targets and health score metrics for Watermark’s book of clients.Partner with Sales team to expand revenue of existing clients, as well as participate in sales meetings as the key product knowledge expert.Acted as the voice of the client in the following capacities:-Rollout of new product features: collaborated with Marketing, Product Development and Professional Services teams to strategize the most effective method to communicate new system functionality to existing clients, prospective clients, and internal teams.-Partnered with the User Interface/Experience team to ensure a smooth, consistent and simple end-user experience across multiple products.Contribute to product knowledge documentation through:-Content development used by clients and support team through 3rd party platform (Zendesk)-Creation of best practice case studies and webinars.Managed client’s implementation process in Project Management software, while ensuring client was set up for long-term success with the software solution. Show less Planned and communicated monthly technical release communications and large feature launches: wrote client-facing announcements, edited press releases, created training text and developed a diverse set of internal training resources for three different product lines.Successfully launched one of the company’s largest patent-pending technologies by: communicating benefits, technical details, and market position to existing clients, new prospects and all internal teams.Collaborated with internal teams to develop product positioning and messaging that resonated with target sales prospects, as well as trained and supported go-to-market teams on product/company differentiation.Led market research initiatives, analyzed company’s target prospects and their buying journeys while aligning marketing and sales materials to those prospects.Assisted with product naming, package/pricing research and decision process for new products, features and campaigns.Developed documentation for the Product Marketing department to address all processes related to launching new products and releasing incremental feature enhancements on a company wiki through Confluence software.Identified clients to attend advisory board meetings, coordinated and led those meetings with the intent on gathering insights and creating product development action plans based on client feedback.Acted as a primary subject matter expert and thought leader both internally and externally for one of the software products I supported, including speaking engagements and written works. Show less

  • Strategic Client Success Manager

    Oct 2015 - Sept 2020

  • Product Marketing Manager

    Jan 2020 - Jul 2020
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  Zywave

  Sept 2020 - Feb 2021

  Customer success manager

  Actively worked to change partners perception and engagement expectations with Zywave through consistent and diverse value-added communication with an end goal of increasing renewal rate and NPS score.Work with broker partners to identify goals and develop action plans for how they can see the largest return on their software investment.Implement 15 different software systems with new clients by being a Project Manager and getting the client trained and using the software as soon as possible so they can realize their investment quickly.Act as liaison between product development team and partners to advocate on behalf of my partners needs, set expectations and encourage collaboration. Show less

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  Zendesk

  Mar 2021 - now

  Successfully manage a 40+ accounts book of business in regional territory by prioritizing key clients to mitigate churn and contraction risks while also identifying expansion opportunities. Passed Zendesk certification in first 7 months of being at Zendesk.Lead Business Value Analysis conversations to validate client’s investment in software and influence future investment and continued partnership by showcasing time and money savings if recommendations are implemented. Developed and deliver tech-touch quarterly newsletter for clients with relevant and engaging content that condenses critical Zendesk updates while also aiming to peak unengaged client’s attention with a goal of setting a meeting to re-engage and secure renewal. Show less

  • Customer Success Executive

    Mar 2022 - now

  • Customer Success Consultant

    Mar 2021 - Mar 2022