Client Success Customer

Ashley Owens

***********@***.*** • 954-***-****

LinkedIn • Clayton, NY, 13624

Director of Marketing Management and Brand Partnerships

Motivated and results-oriented marketing professional with a proven track record of driving client and corporate success in dynamic environments. Experienced in leading cross-functional teams, optimizing workflows, and fostering collaboration to achieve objectives efficiently. Known for developing customer-centric strategies, cultivating long-term partnerships, and driving business growth. Proficient in managing client success cycles, enhancing customer engagement, and resolving issues effectively. Skilled in leveraging data-driven insights to drive revenue growth and translate corporate vision into actionable plans. Adept at building, coaching, and scaling teams, with strong interpersonal, organizational, and problem-solving abilities.

Areas of Expertise

Efficiency and Optimization

Dev. Of Marketing Initiatives

Multi Stakeholder Management

Experience with Tableau and Excel

Team Building & Training

Client Satisfaction & Retention

Strategic Planning & Execution

Develop and Analyze Metrics

Brand Marketing and Strategy

Product/Program Development

Design/Execute/Scale Campaigns

Implement Creative Roadmaps

Career Experience

Director of Platinum Memberships and Marketing, Robbins Research Intl., Remote 2021 – Present

Administer budget of membership sales of more than $100M. Direct the lifecycle of the CS experience, including onboarding, support, and engagement. Drove customer success and met KPIs by developing and executing strategic plan. Organized marketing campaigns, scaled client reach, and developed marketing initiatives. Streamline onboarding process of 500+ members per year by building strong relationships with stakeholders. Maintain current workflow by collaborating with team of 25 managers and supervisors as well as 500+ employees.

Delivered superior level client support and engagement with 62% renewal rate.

Drove revenue growth with budget of more than $100M.

Increased new memberships by 36% from 2020 by implementing a clear Marketing and Brand Strategy

Grew customer satisfaction to 92% by delivering exceptional services.

Organized training seminars for audiences of more than 1000 people.

Increased conversions 63% by adding videos to landing pages and created a new landing page for each new event

Client Success Director, 4C Insights, Hybrid (NYC/Remote) 2019 – 2020

Spearheaded over 50 brands and global agencies (including ecommerce, technology, and healthcare clients) to reach potential customers across all media channels and devices with combined revenue of over $1.2M. Directed team of managers in multiple states and assessed each manager's performance in client satisfaction and ticket resolution. Executed events at the highest level by managing agency relationships and production. Prepared best practice and improvement process documents. Attained weekly, monthly, and quarterly operational goals for leaders in three departments.

Managed client account budgets of $2.9M by leveraging exceptional organizational skills.

Achieved customer satisfaction rate of 96% and account retention rate of 94% by managing ongoing relationships with customers, listening to concerns, and proactively identifying robust solutions.

Improved capture rate and sales by being SME in Email, Digital, Social, and Content

Minimized call volume by 5% by meeting client requirements.

Additional Experience: Director of Membership / Media Director, Ducks Unlimited, Remote, 2015 – Present Hospitality Director, Hart Hotels Inc., Clayton, NY, 2015 –2021 Digital Manager, Nexstar Media Group, Watertown NY, 2018 –2019

Education

Master of Arts in International Relations Minor - Business Admin (Online), Troy University, Troy, AL, 4.0 GPA

Bachelor of Arts in Major – Political Science, Minor - Business Admin, University of South Florida, Tampa, FL, GPA 3.9

Certifications

Accredited C.S.R.- Commercial Lines Accredited C.S.R.- Personal Lines

Change Management Specialist Multicultural Leadership Development Program – United Way

Affiliations

Town of Clayton Zoning Board Member Ducks Unlimited – State Chairman (NY) Volunteer at local events for Chamber

Event Planner for non-profit org. L.E.A.D. Council for N.N.Y. Community Foundation

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