SKILLS

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Led the Client Services Business Management function with the mission of maturing the organization while guiding teams to think outside the box. Partnered with Finance, Accounting, Sales Operations, Human Resources, and Marketing to achieve organization-wide impact.

Responsible for enhancing, streamlining, and instituting the Technology practice's Strategic Account Planning process. Guided cross-functional teams using standardized process, templates, & guidebooks. Changed the culture and approach to client relationships and the overall planning process.

Accountable for client success by leading teams to achieve our clients' goals and transform their business.

Understanding client business needs, collaborating across teams & boundaries to provide the right solutions and recommendations to evolve our clients' business.

Shepherded cross-functional teams to provide optimal solutions & service for our clients. Managed project development, overall team productivity, and account financials. As a senior leader, led a cross-organizational team to create the playbook and training material for our new engagement approach.

Pioneered the creation of multiple guides, playbooks, and business models for use by Client Services and our partners across the Technology practice. Examples of processes include: Strategic Account Planing, Revenue Renewals, Client Satisfaction, Engagement Model, Knowledge Center, Career Framework, and Account Single Source of Truth.

Responsible for client P&Ls, revenue, costs, and margin. Key liaison with Finance and Accounting to develop internal processes alongside Client Services (such as fair market value, intra-company revenue transfers, service bundling, and correct amortization and revenue recognition).

Solving for customer business needs is the key to successful outcomes. Envision change for clients and provide the strategy and approach to evolve. Experience in building customer 360 views for enhanced personalization & streamlined communications, leading digital transformation efforts for optimizing the customer experience, and improving loyalty capabilities for measurable growth. 

Having built and managed multiple marketing platforms, I've found a well-defined data & identity strategy as well as solid integration are key success factors. Having the customer as the focal point enables other aspects of the marketing platform to thrive. Further, when different tools are used for communication & engagement methods, that can lead to a fragmented customer experience, which is why integration is so critical.

A passion and love of mine! I've led teams that supported and developed all aspects of loyalty programs (e.g. strategy, engagement, rewards & earning, partners, fulfillment, communications, decisioning & analytics, KPIs & reporting, liability, etc.)

 Industries: Travel & Hospitality, Retail

Responsible for providing strategic vision and partnering with clients to understand their customers. Built multiple customer platforms using amalgamated data and CRM tools while providing the proper analytics and segmentation methods to achieve incremental customer satisfaction and revenue growth. 

Spearheaded digital transformation efforts for clients, including process evaluation and cost, while enabling efficiencies across the digital landscape to enable more real-time interactions with customers as well as real-time decisions to engage customers in the moment.

Data is the fuel for successful marketing. Actively involved in all aspects of data, from the core profile / identity to appending data from other sources, including: analytics, decisioning, and modeling. Comfortable working with data scientists, database structures, data theory, data privacy, and security.

Technology is the catalyst that enables our clients to achieve their goals. Having a level of technical understanding enables faster outcomes and client requirements being correctly translated into technology solutions. Worked extensively and comfortably with technologists, especially architects, programmers & developers, and DBAs.

Managed multiple projects on time and on budget. Familiar with various project management methods, including Agile. The goal is to communicate milestones and expectations to the team and client in a way that is understandable and clear, regardless of the project management methodology used. 

Knowledgable in all aspects of the systems development lifecycle and the various methodologies/approaches, from requirements & analysis to planning to design to programming & development to beta/unit testing to QA to UAT to production support, maintenance, & monitoring. 

Experienced using Microsoft Word, Excel,  Power Point, Project, and Visio.

Partnered with Sales Operations team with extensive use of Sales cloud. Worked with clients in various capacities using Marketing cloud.

Key liaison in setting up the Adobe sandbox at Epsilon for our partnership. Created user stories and requirements, and implemented AEM and Campaign to bring them to life. Technologists further utilized the environment for integrations, development, and beta testing.