Customer Service Digital Marketing
Resume:
Katherine “Katie” Harper
Qualification Profile
**********@*****.*** • 917-***-****
LinkedIn • Lawndale, CA 90260
Digital Marketing professional with over a decade of experience executing successful digital advertising campaigns. Growth- driven and results-oriented with diverse range of experience in account management, project management, customer service, people leadership, and advertising campaign management.
• Proven success managing new/existing accounts, driving revenue growth, and growing new customer base to secure business renewals, developing customer relationships that promote retention and loyalty. Owner of the entire client relationship post- sale and included in pre-sales discovery conversations with prospective clients.
• Adept at identifying and negotiating collaborations and further growth with our existing and new clients, developing strategies to maximize value. Proactively managing client expectations cooperatively from inception to completion within time and budgetary constraints, overseeing scopes, timelines, resources, and deployment. Training and managing teams.
• Responsible for overseeing client relationships, ensuring that clients are satisfied with the services and products provided, and identifying opportunities to expand and grow any new and existing relationships. Securing optimal satisfaction and retention with a positive attitude about learning new ways to accomplish common goals to drive revenue growth and increase market share.
• Leveraging market research and consumer insights to grow brands digitally and boost sales. Experienced problem solver and project manager. Training cross-functional teams for performance optimization; working with analysts, product, sales and operations teams to support customers ensuring satisfaction with service, identifying dissatisfaction and proposing improvements, tackling problems by using a logical, systematic, sequential approach.
• Strong communication (written and verbal), organizational, negotiation, attention to detail, and problem-solving skills; ability to develop relationships with key stakeholders, senior executives, various departments, and business clients. Career Experience
U.S. News & World Report, New York, NY Mar 2011 – June 2023 Senior Account Manager (Mar 2017 – June 2023)
Reviewed contracts to align requirements with online ad specifications and target audience while resolving contract and billing issues with clients. Collaborated with legal on contract reviews and submit to Finance for funding and billings. Oversaw daily campaign performance for optimization and performance improvement against advertiser KPIs. Created strategic marketing plans with sales and other internal teams. Conducted audience research to identify target demographics for improving audience engagement and ad campaigns. Recommended clients on target audiences while monitoring sponsorships and rates. Nurtured and fortified trusted advisor relationships with key accounts, customer stakeholders, and executive sponsors.
• Enabled other account managers in promoting to Senior Account Managers via training and development.
• Led the execution of 60 online advertising campaigns, ranging from $10K to $2M for clients while adhering to timelines and budgets, achieving business renewals year over year.
• Exceeded sales quotas by generating new business with existing clients, managing successful renewal cycles, and collaborating with client development team by sharing customer insights informing upselling opportunities, and driving up renewal and referral rates.
• Maximized profits by negotiating and closing contracts/agreements, leveraging usage patterns and business trends to gain insights, provide guidance and increase satisfaction. P a g e 2 2
• Delivered timely and appropriate solutions with proactive and responsive communication to establish strong collaborative relationships by meeting client contract requirements and objectives. Account Manager (Sept 2012 – Mar 2017)
Established and sustained long-term relationships with new and existing clients by delivering best-in-class service. Educated prospects about unique value proposition of U.S. News's marketing services to address objections using engaging presentations and informative reports. Translated client feedback into actionable product enhancements while coordinating with technology teams. Engaged with customers and prospects on rating launches and product changes.
• Promoted to Senior Account Manager in recognition of exceptional performance.
• Managed top accounts, delivering outstanding results on campaigns that drove repeat business and incremental growth.
• Grew revenue and achieved client retention through strong working relationships. Digital Sales Planner (Mar 2011 – Sept 2012)
Developed media plans, prepared PowerPoint presentations, and maintained accuracy of placement details to streamline request for proposal (RFP) process. Created advertising spec templates, resolved questions about ad specs, and organized media proposals into DART, Atlas, and Media Visor programs. Developed visually engaging sales collateral for sales team.
• Secured in new corporate B2B and health accounts by integrating RFP's with PPT presentations and media plans.
• Connected clients’ objectives with U.S. News & World Report in collaboration with Ad Director. Education
Bachelor of Arts, Major: Communications; Minor: History Fordham University, Bronx, NY
Technical Proficiencies
Social Media Platforms (Facebook, Instagram, Twitter/X); Google Ad Manager, Placements.IO., SaaS software: Salesforce, JIRA Google Analytics, G-Suites, Nativo, (for sponsored content) Permutive, Microsoft Offices, Slack 3rd Party Campaign Manager-Rich media, (standard, high impact & custom display ads, video ads, CTV), DoubleVerify, Ad Manager 360
Interests
Entertainment (seeing live music, singing and rapping, podcasts) Travel (sight-seeing and trips near water)
Exercise (working out in the gym and swimming)
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