EyeCarePro Inc.

Project Manager

* Improved customer satisfaction by collecting and analyzing client feedback and implementing targeted solutions.
* Streamlined onboarding process through comprehensive touchpoint design, resulting in improved efficiency and decreased team capacity.
* Addressed client issues and implemented scalable solutions, increasing product adoption and possible upsells.
* Collaborated with sales and operations teams to deliver personalized, efficient customer service using the latest technologies, resulting in an increase in customer retention.
* Reduced time-to-value for customers by continuously experimenting, measuring, and tracking performance.

Client Experience Manager

Smile Identity

* Successfully managed multiple partner engagement platforms.
* Nurtured and maintained relationships with both new and existing partners, leading to growth in product and feature adoption.
* Implemented a seamless partner experience on the portal.
* Managed the CRM platform, resulting in improved data analytics and efficient project management.
* Led the creation and implementation of policies and processes, streamlining the day-to-day operations of the Commercial team.
* Successfully led the implementation/project management of Zendesk & Zensell.
* Managed 102 accounts and served as the escalation point.
* Utilized data analytics to drive decision-making and optimize partner success initiatives.

Partner Success Manager 

Kurtosys Systems

* Implemented a successful webinar campaign resulting in an increase in engagement.
* Managed the creation of a yearly content calendar.
* Coordinated industry experts to contribute to thought leadership content resulting in an increase in website traffic.
* Conducted customer research to identify pain points and create solutions that improved customer satisfaction.
* Analyzed and optimized engagement across various channels.
* Produced product videos using Premiere Pro.
* Worked with internal teams to gather knowledge, content, and training that led to an increase in product sales and retention.

Customer Product Marketing Manager

Impact

* Successfully led cross-functional teams and managed external vendors in the execution of company-wide transformation projects, resulting in improved collaboration and resource utilization.
* Defined project scope, objectives, and KPIs, involving all stakeholders, ensuring feasibility and securing buy-in for successful project delivery.
* Delegated project tasks, utilizing team members' skill sets, leading to efficient project completion and improved team morale.
* Developed and maintained comprehensive project plans, tracking performance, analyzing success, and identifying areas for improvement.
* Streamlined processes, resulting in improved efficiency, cost savings, and increased customer satisfaction.
* Provided inclusive leadership, establishing productive relationships with internal and external stakeholders, leading to improved collaboration and teamwork.
* Conducted business analysis, understood business needs, and implemented process improvement initiatives.
* Trained team members, promoting adherence to processes and documentation, leading to increased efficiency and improved team performance.

Transformation Project Manager

* Successfully onboarded customers and established long-standing relationships.
* Built strong relationships with key stakeholders, driving product adoption and usage to the highest level within their organizations.
* Increased the net promoter score of the Altitude product.
* Provided expert advice to clients, helping them define & analyze attribution models and leverage Altitude data to maximize value.
* Project managed the production of marketing content and Zendesk articles, leading to an increase in web analytics/attribution best practices awareness.
* Conducted business reviews.
* Championed the implementation of new feature requests from clients.
Proactively monitored accounts and assisted clients in optimizing their usage.

Product Success Manager

* Optimally configured and administrated Operations tools.
* Provided oversight on the routing/escalation/resolution of support tickets/delegate as needed to
compliance, technical, etc.
* Developed and maintained the Zendesk Ticket management system.
* Managed each ZenDesk queue individually and provided support to employees with low response times.
* Ensured that client support requests were being answered in a timely and professional manner.
* Ensured high-quality responses.
* Functioned as a product knowledge expert for the platform and kept up to date with new product
features.
* Reviewed and audited the Zendesk and Jira ticket logging process on a quarterly basis.
* Made sure that all ZenDesk tickets are resolved according to the SLA’s.
* Played a lead role in the integration of acquired business units.
* Operational processes and onboarding were integrated successfully.
* Acted as a leader in the office with respect to identifying areas of general improvement, cross-
departmental efficiency and alignment.
* Made sure the office environment had a high energy level where people were excited to come into
work each day.
* Assisted in Training fellow employees in the Cape Town Branch.

Support Systems Manager

National Accounts Success Manager Duties:
* Identified all sales opportunities and project managed them accordingly.
* Understanding of the customer’s business goals and assist the client in how to utilize the software. 
* Reviewed accounts and made suggestions on how to increase performance and work with the client to implement the suggestions.
* Proactively reach out to client’s when fraudulent activity arises.
* Trained clients on best practices when onboarding Affiliates and creating contracts in order to
mitigate potential risks.
* Identified at-risk customers and develop solutions to ensure retention.
* Responsible for providing exceptional customer support to advertisers, affiliates, and agencies.
* Grew company revenue and customer satisfaction by matchmaking accounts to other partners.
* Provided our customers with consultative account management in a single point of accountability
who understands their needs and concerns.
*Acted as the single point of contact for retaining all at-risk clients.

Team Manager Duties:
* Recruited, hired and trained new team members.
* Served as the manager for all of the processes owned by National Accounts Success department (SMB).
* Manager of the day to day operations of the National Accounts department.
* Managed team shifts, performance, and salaries.

National Accounts Success Manager and Team Lead

* Managed the Affiliate approval process and escalations.
* Escalated at-risk clients to Account Managers or Technical Services Team.
* Assisted in writing documentation for the client portal.
* Reviewed all outgoing correspondence from our support team to our clients.
* Trained all new hires globally and set up the training program.
* Responsible for providing exceptional Level customer support through the support channel.
* Identified and notified the Account Manager of any up-sell opportunities.
* Acted as an escalation point for issues that required immediate attention.
* Assisted with technical integrations of new clients when needed.
* Proactively contacted the advertisers at risk of going into default.

Senior Client Success Specialist

* Reviewed and vetted all affiliate applications to the marketplace.
* Maintained and reviewed the marketplace entrees.
* Provided client support to Affiliates.

Junior Client Success Specialist

* Identified valid contacts for prospective clients.
* Assisted the sales team in managing incoming leads through Salesforce.

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