Customer Success & Media Operations Manager

Lauren Russell

************@*****.*** • 205-***-****

Killen, Alabama 35645

Profile

Customer Success Manager

Customer Success and Project Management professional with 5+ years of experience managing client relationships, driving customer retention, and delivering successful outcomes through cross-functional collaboration. Proven ability to build trusted customer partnerships, identify risks and growth opportunities, and guide customers toward adoption and long-term success. Skilled in stakeholder management, customer enablement, process improvement, and strategic problem-solving. Experienced working across Sales, Operations, Account Management, and Leadership teams to improve customer experience and achieve business objectives.

Areas of Expertise

• Customer Success Management

• Risk Identification & Mitigation

• Customer Lifestyle Management

• Process Improvement

• Stakeholder Communication

Accomplishments

Managed 50+ concurrent client engagements while maintaining exceptional service standards.

Improved operational efficiency by 20% through process optimization initiatives.

Achieved a 98% project completion rate within established timelines.

Supported customer retention through proactive account management and relationship building.

Professional Experience

Mspark Media, Remote, AL Jun 2022 to Jun 2026

Media Operations Specialist

Served as a primary point of contact for client accounts, building strong relationships and ensuring successful execution of marketing campaigns.

Partnered with customers to understand business objectives and align campaign strategies to support desired outcomes and long-term success.

Collaborated with Sales, Account Management, and Operations teams to improve customer retention and campaign performance.

Proactively identified and resolved campaign delivery issues, maintaining high levels of customer satisfaction and trust.

Managed a portfolio of 50+ client projects simultaneously while maintaining quality standards and delivery commitments.

Led customer communications throughout project lifecycles, setting expectations, providing updates, and ensuring stakeholder alignment.

Coordinated cross-functional teams across up to eight departments to deliver customer solutions efficiently and effectively.

Developed project tracking and reporting processes that increased visibility into campaign performance and enabled data-driven decision-making.

Improved operational efficiency by 20% through workflow enhancements and process improvements.

Identified and mitigated project risks related to production timelines, approvals, billing, and campaign execution, contributing to a 98% on-time completion rate.

Fostered long-term customer relationships through proactive communication, issue resolution, and a customer-first approach.

Regions Bank, Clanton, AL Feb 2022 to Jun 2022

Teller

Delivered exceptional customer service while managing over 100 customer transactions daily with accuracy and regulatory compliance.

Built customer relationships by identifying needs, resolving issues, and providing appropriate banking solutions.

Partnered with branch leadership to address customer concerns and support service improvement initiatives.

Assisted with onboarding and mentoring new employees on operational procedures and customer service standards.

Wells Fargo, Vestavia Hills, AL May 2021 to Jan 2022

Teller

Managed high-volume customer interactions while maintaining strong service quality and compliance standards.

Resolved account issues and collaborated with internal stakeholders to improve customer outcomes.

Served as ATM Custodian and coordinated armored transport logistics while maintaining operational accuracy.

Built trust with customers through effective communication and problem resolution.

Knox Pest Control, Pelham, AL Oct 2017 to May 2021

Office Administrator

Managed customer scheduling, service coordination, and communication for residential and commercial accounts.

Maintained customer and vendor relationships while supporting billing, invoicing, and account management activities.

Coordinated resources and field operations to ensure timely service delivery and positive customer experiences.

Supported process improvements that increased operational efficiency and service quality.

Education

Bachelor’s in Speech Language Pathology Jun 2010 to Jun 2015

University of Montevallo, Montevallo, AL

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