Allison Grace Bondi

Professional Customer Success Manager

Rochester, NY 14618

adncrp@r.postjobfree.com

678-***-****

Customer success manager experienced in building relationships and managing customers through the entire post-sales process, experienced in demos and training in technically complex software. Familiar with CSS, XML, DITA, APIs

Experienced user of JIRA, Salesforce, Microsoft Teams, Strikedeck, Hubspot Technical writing, creative content creation, copy writing, interviews and narrative cover stories Authorized to work in the US for any employer

Work Experience

Customer Success Manager & Info Dev/ Tech Writer

Jorsek LLC - Rochester, NY

January 2020 to Present

• Manage new customer implementations

• Technical writing and documentation

• Training in DITA, CSS, and software tools

• Overseeing professional services projects

• Lifecycle relationship management

• Writing project specs and SOWs

• Customer advocacy

Content Manager - Brighton Connections (Freelance) Best Version Media - Brighton, NY

December 2018 to Present

Editor and content coordinator for local community magazine, "Brighton Connections." Interview and write monthly cover stories on nominated families or businesses, write charity spotlight, bulletin board, and letter to readers, edit content, narrative story telling Proposal Writer

Harris Beach PLLC - Bushnell Basin, NY

February 2019 to January 2020

• Participates in intake meetings with the senior manager of new business development, lead attorney

(s) and business development managers

• Write original content for RFPs and develop templates to repurpose

• Conducts research on clients, prospects and industries as required for new business opportunities

• Participates in the development of timelines and action plans for efficient and timely deliveries

• Collects information from attorneys and other internal sources as required to support the drafting of a highly competitive RFP/RFI

• developing reports associated with ROI/proposal success Copy Writer (Freelance)

Mojo Marketing - San Diego, CA

April 2017 to March 2019

Freelance copy writing, ghost writing blogs and white papers, interviews, social content creation and editing, technology and software content, The Internet of Things and other net-centric concepts Regional Channel Manager

Crown Castle - Miami, FL

June 2017 to June 2018

Channel Management, helped execute and coordinate President's Club for top producing agents Training of agents in complex product sets

Handle escalations and resolutions for customer issues including in person, or video call meetings Designing complex solutions to meet strict industry regulations Daily intradepartmental communication to coordinate successful experiences for the clients Partner Channel Manager

XO COMMUNICATIONS

April 2016 to June 2017

Promotion from market channel manager to include a wider territory Partner Channel Manager

Cogent Communications - Atlanta, GA

August 2014 to December 2015

I work with partners and agents as their channel manager through the sales and support process for Cogent products, services and installations. I interface with internal employees on strategy development, escalations, RFPs, quotes, paperwork creation and submission, commissions, sales and renewals. I am tasked with educating on-boarding agents on advanced technical concepts and product sets. Market Channel Manager

XO Communications - Miami, FL

October 2013 to December 2015

setting up tradeshow booths, local partner newsletters, cobranded events for XO and master agents, power point presentations, product training with back office operations teams of master agents, lunch and learn and mixer events for agents and potential agents we hoped to recruit. Customer Relationship Manager

Cbeyond/Birch Communications - Atlanta, GA

December 2012 to October 2013

Sales/ Retention Hybrid Job to renew customers in the last stages of their contract life cycle for a new 3 year period of time. Operate Margin tool, create and escalate service requests and trouble tickets. Work with customer to find resolutions to technical mobile or billing issues - that prohibit their continuation of services.

Senior Account Manager

SweetJack - Atlanta, GA

November 2011 to November 2012

Worked on the marketing team to create branding, landing pages, market specific newsletters, ecommerce website design.

Targeted positive review companies for daily deal platform, helped them structure the deal and interfaced with the content team on radio spot and verbiage for the deal webpage. Social Media Specialist

MSA Global - Decatur, GA

November 2010 to November 2011

SEO focused ad campaigns, landing pages, content creation, education focused blogging, social media page management, email blasts using mail chimp

Education

Bachelors in Creative Writing

Emory University - Atlanta, GA

2008 to 2012

Associates Degree in Liberal Arts

Oxford College of Emory - Atlanta, GA

May 2010

Skills

• Channel Marketing (Less than 1 year)

• Copy Editing (2 years)

• Content Creation (3 years)

• Copywriting

• Search Engine Optimization (SEO)

• Content Management

Certifications and Licenses

Technical Writer Certification

October 2020 to Present

Oregon State University Certificate in Technical Writing Additional Information

• Racial and Social Equity (R.A.S.E of Rochester) - Housing Committee Member

• City Roots Land Trust Advocacy Board Member

• Green Thumbs For Healthy Bodies Community Garden Member

• 540 W. Main Contributor

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