Customer Success Manager (remote)
Buz Club Software
Feb 2019 – Present
Customer Success Manager (remote, independent contractor)
Independent Contractor – Remote
November 2017 – Feb 2019
- Coaching small business owners to achieve maximum value from online investments, including customized training sessions (webinar and in-person), leveraging metrics and A/B testing to drive user engagement, expand reach and build online content strategy.
- Troubleshoot and resolve email, hosting, upgrade, content fulfillment and analytics questions.
Client Support Account Manager (remote, independent contractor)
Eden Marketing, LLC – Athens, OH
September 2013 – March 2018
- Defined client-specific web marketing goals and utilized HTML, CSS and PHP to develop and customize engaging WordPress website solutions.
- Provided post-launch WordPress training and support; handled upgrades, bugs, hacks etc.
- Implemented and monitored Google Analytics to measure ongoing success.
Online Coordinator, Web Marketing (short-term contract)
Citrix Systems, Inc – Fort Lauderdale, FL
Aug 2012 – Jun 2013
- Contributed to the development and execution of online event strategy driving Citrix Summit and Synergy conference registration; utilized HTML and CSS to produce web and mobile friendly copy, images, videos and promotions.
- Facilitated requirements gathering, development, QA testing and release of content management system enhancements via daily stand-ups with offshore development team.
- Responsible for mobile app testing, updates and messaging.
Client Support Project Manager (remote)
Planet Discover, a Gannett Company – Cincinnati, OH
Nov 2006 – Feb 2012
- Project manager during planning, development and implementation of FindItNow.com, a nationwide business directory conceptualized by Gannett; developed using Ruby on Rails and the Agile/Scrum methodology.
- Client support manager for 17 Gannett Broadcast metropolitan markets throughout development, configuration, implementation, product training, post-launch support and ongoing upgrades of integrated news, classifieds, events and directory applications.
- Facilitated vendor relationships and code integration from Facebook Connect, ShopLocal, CityGrid Media, Coupons.com, Last.fm, Omniture SiteCatalyst (now Adobe Analytics), Google Analytics and Pointroll on 20+ directory, events and coupons applications developed using the Java platform.
- Client support manager throughout CBS Local Digital Media business directory rollout in 24 major metropolitan markets.
Manager of Customer Support
FrogNet, Inc – Athens, OH
Apr 2003 – Jun 2006
- Served as “voice of the customer” throughout outages, data migrations and product launches. Developed change management notification process for upgrades and service changes.
- Consolidated technical and sales/billing departments through cross training and innovative scheduling; results decreased scheduled hours by 30%.
- Utilized SQL to identify revenue leakage and discrepancies in user data.
- Conducted new hire training for 15 call center employees.
Technical Support Supervisor (promoted to Manager of Customer Support)
FrogNet, Inc – Athens, OH
Oct 2002 – Apr 2003
- Implemented technical support policy, procedure and training for newly formed in-house support team as structure had been lacking since department was formed one year earlier.
- Addressed escalated support requests from unhappy customers; resolved complex billing and technical issues through responsive listening and creative problem solving.
- Managed vendor relationship with Verizon DSL partner and and resolved ordering, billing and activation issues.
Technical Support Specialist (promoted to Technical Support Supervisor)
FrogNet, Inc – Athens, OH
Oct 2001 – Oct 2002
- Increased customer satisfaction and revenue by implementing an improved DSL activation process; results decreased new sign-up activation period from 14-21 days to 5-7 days.
- Built and contributed to a technical support knowledge base; results standardized technical support responses and decreased overall resolution time.