Customer Success Business Development

Tori Golder

CUSTOMER RELATIONSHIP MANAGER

Missouri City, TX 281-***-**** **********@****.*** linkedin/in/tori-golder-3208753 Profile

Accomplished Customer Success Manager with over 12 years of experience driving customer satisfaction, loyalty, and retention across diverse sectors including SaaS, healthcare, and programmatic media. Skilled in implementing strategic product positioning, leading digital transformations, and fostering strong cross-functional collaborations that maximize customer value and business impact. Adept at leveraging data-driven insights to optimize processes, solve complex issues, and improve operational efficiency.

Experience

Colossus Media SSP – Houston, TX

Client Success Manager (Business Development)

May 2022 – July 2024

• Spearheaded the creation and optimization of multimillion-dollar private marketplace (PMP) deals with top-tier brands and media agencies, focusing on tailored solutions that drove a 102% year-over-year revenue growth in PMP performance.

• Maintained and strengthened relationships with strategic partners, guiding them on marketplace trends, revenue potential, and expansion opportunities to ensure both business and operational goals were met across all touchpoints.

• Worked closely with internal teams (Buyer Development, Business Development, and Product) to monitor and analyze the performance of PMP deals, resulting in a 24% increase in deal creation and a 4.4% improvement in effective CPM rates from Q4 2023 to Q1 2024.

• Led data-driven analyses to uncover audience and demographic targeting trends, which optimized client spend and allowed for more precise ad targeting within the PMP ecosystem.

• Organized bi-weekly and monthly meetings with stakeholders, providing in-depth performance reports and identifying upsell opportunities to maximize revenue potential.

• Directed onboarding and integration processes for new DSP and Demand integrations, enhancing team efficiency by creating detailed training documents for new software functionalities. SK Global Software LLC – Houston, TX

Customer Success Team Lead

Nov 2019 – May 2022

• Led a high-performing team dedicated to enterprise-level customer success, overseeing the implementation of joint ventures and alliances to drive sustained financial performance and strategic alignment across complex customer ecosystems.

• Supported pre-sales activities, onboarding, and the end-to-end lifecycle management for new clients, building and maintaining a high level of customer satisfaction that contributed to increased client retention.

• Acted as a liaison between sales, operations, accounting, and service support departments, creating a seamless flow of information across customer touchpoints to enhance customer journey and experience.

• Designed and executed a comprehensive customer satisfaction survey program, providing actionable insights and feedback to senior leadership that drove process improvements and optimized service delivery. Downhole Technology – Houston, TX

Project Coordinator (Contract)

Mar 2019 – Aug 2019

• Played a key role in project planning by gathering and synthesizing data from clients, enabling the generation of timely and accurate weekly and monthly status reports.

• Managed project schedules, maintained risk registers, and communicated milestones and deadlines effectively with the architectural and construction management teams to ensure projects stayed on track. IU Health – Indianapolis, IN

Program Coordinator

Aug 2015 – Jan 2019

• Provided executive support for the Executive Director and team members, coordinating critical meetings, video conferences, and special events to ensure seamless department operations.

• Oversaw documentation for diagnosis coding inquiries, ensuring clarity for physicians' billing processes, which contributed to more accurate revenue cycle management.

• Facilitated Change Approval Board meetings, enabling the smooth transition of IT system updates to production, improving efficiency across departmental workflows.

• Maintained and audited an integrated online access request system, collaborating with HR for system optimization and compliance.

• Conducted payroll and time-keeping verification for the department, including payroll audits, to maintain high accuracy and reduce discrepancies in payroll processing. Word of Restoration International Church – Rosharon, TX Executive Assistant

Jun 2013 – Jun 2015

• Streamlined office processes to enhance operational efficiency, including budget management and resource allocation.

• Provided executive support to the Pastor, managing schedules, coordinating travel arrangements, and handling expense reports to ensure uninterrupted daily operations.

• Optimized billing workflows and reconciled expense reports, inputting donor contributions and generating verified records through Shelby Systems for increased financial accuracy.

• Coordinated and facilitated church events, business development initiatives, and partner retreats, strengthening community relationships and fostering growth in membership engagement. Certifications

• Professional Scrum Master Certification Scrum.org (Anticipated - December 2024)

• Data Essentials AdTech Academy (September 2023)

• Private Marketplace Essentials AdTech Academy (October 2023)

• Lean Bronze Awareness Certification Six Sigma (June 2017)

• Lean Green Awareness Certification Six Sigma (June 2016) Skills & abilities

• Customer Relationship Management: Expertise in Salesforce CRM with a client-focused approach to relationship building.

• Project Management & Agile Methodology: Skilled in managing cross-functional projects and applying agile techniques for continuous improvement.

• Data Analysis & Reporting: Strong ability to perform data-driven reporting and analytics, aiding strategic decision-making.

• Technical Proficiency: Familiar with programmatic platforms such as BidSwitch and Xandr, proficient in Microsoft 365 for data analysis, and experienced with project management software including SharePoint and Monday.com.

Contact this candidate