Partner Client Services resume example with 15 years of experience
JessicaClaire
, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Summary
Client services and digital professional with 15+ years of experience leading enterprise digital accounts, growing client relationships, driving value for customers, and managing the delivery of digital projects. Versatile experience across a variety of project types including website redesigns, platform migrations, and large-scale development and implementation projects. Enjoy working both agency and client side.
Skills
Client relationship building
Strategic planning and roadmap development
Business development, SOW development, contract negotiations
Budget management
Project delivery oversight
Agile transformation
Digital marketing and website design and development
Accessibility advocate and knowledge of WCAG guidelines
Experience
2016 to CurrentPartner, Client ServicesBurton Snowboards | Burlington, VT,
Portfolio Leadership: Manage $5M portfolio across six clients in state government, healthcare, and financial services. Oversee business development, strategy, planning, and delivery of all ICF Next projects in the portfolio.
Roadmap and Business Development: Partner with clients to set near-term goals and long-term roadmaps, and drive pipeline of new work from conception through delivery. Draft Statements of Work and orchestrate project scoping, staffing, and pricing negotiations.
Executive Relationship Development: Serve as primary point of contact for executive-level leaders across client portfolio. Present updates through regular leadership meetings and facilitate issue and risk resolution and executive decision-making.
Team Leadership: Directly manage six account managers and directors, with a focus on providing mentorship, escalation support, and professional development coaching and advocacy.
Select Project Example - California Lottery Website Rebuild: Led start-to-finish rebuild of the California Lottery's public-facing website, calottery.com. Led the months-long sales process to pitch, scope, and initiate the work with client executives. Grew a team from four to 40 in ~3 months. Led the complete redesign of the back-end infrastructure, information architecture, user experience and visual design, front and backend code, and data integrations with third-party vendors.
Select Project Example - California Lottery Agile Transformation: Spearheaded a transformation from waterfall to Scaled Agile Framework (SAFe) methodology for the California Lottery. Transformation included an overhaul of contracts, fee structures, staffing model, planning processes and ways of working. Facilitated multi-day workshops and planning sessions to initiate agile development.
Select Project Example - Avanir Pharmaceuticals Intranet: Managed the planning, design, and change management for a brand new intranet for Avanir Pharmaceuticals. Led the pitch and proposal process, scoping and pricing, SOW development, and all contract negotiations. Staffed a team of information architects, visual designers, content strategists, and change management specialists to design and launch the new intranet for Avanir's employees.
2013 to 2016Director of MarketingSmith & Nephew | Paducah, KY,
Brand Strategy:Led all brand and customer engagement and retention activities for an art e-commerce platform. Conducted quantitative and qualitative consumer research to identify target segments and define brand positioning. Led website refresh to map consumer touchpoints, redesign site pages, and develop visual and messaging guides for all future communications.
Acquisition and Retention Marketing: Managed all online and offline initiatives, including SEM, SEO, retargeting, influencer outreach, sponsored promotions, sweepstakes, direct mail, event marketing, and referral campaigns. Monitored customer acquisition costs and managed budget to optimize ROI. Achieved 200% year-over-year increase in email subscriber list and 40% increase in site traffic and social media following. Oversaw email, direct mail, and social media marketing to 2 million followers weekly, driving over 30% repeat purchase rate.
Product Marketing: Built and implemented product roadmap to drive revenue growth. Partnered with cross-functional teams to define customer requirements, technical specifications, and go-to-market strategies for each new site feature. Developed wedding registry to drive incremental shopping occasions. Created B2B trade program to support art sales to corporate and interior designer clients. Assisted with launch of mobile website and new photography framing and printing services.
Business and Partnership Development: Spearheaded wholesale strategy to sell UGallery artwork through third-party retailers. Led inaugural partnership with Williams Sonoma Home, including networking and outreach, pricing negotiations, logistics, and ongoing operations.
2011 to 2013Associate Marketing ManagerBergankdv | Minneapolis, MN,
Brand Strategy: Managed all product and marketing initiatives for Trix and Monsters cereals. Developed brand purpose and strategic frameworks, created annual marketing plans, and delivered go-to-market campaigns. Owned all business analysis activities. Monitored brand performance and presented results regularly to leadership.
Creative and Advertising: Partnered closely with agencies to execute campaigns, including package designs, TV advertising, website redesign, and other product and promotion activities.
Product Management: Led Trix product initiative to improve taste while reducing sugar in formula. Managed project with R&D, Consumer Insights, and Finance to deliver product improvement formula on budget.
2004 to 2009Management ConsultantACCENTURE | City, STATE,
Accenture Interactive: Served as one of the first Accenture employees to join Accenture Interactive, helping the newly acquired Interactive group integrate with Accenture's corporate team in San Francisco.
Digital Marketing Optimization: Coordinated website optimization experiments for Expedia.com using digital analytics tools and multivariate testing methodology. Optimized search engine and advertising effectiveness, website performance, and landing page conversions to increase Expedia’s booking volume by roughly $15.5 million.
Training and Organization Design Lead, Project for Chevron Corporation: Oversaw $3.5 million training deployment budget and global network of 30+ trainers, site administrators, and logistics coordinators for Chevron’s global SAP implementation. Managed delivery of training across 13 cities internationally. Directly managed team of 5 located on and off-shore to develop web-based and classroom-based training course content.
Training and Process Design Lead, Project for Kaiser Permanente: Coordinated development of insurance rating and underwriting system training materials for 400 client end users. Managed training content development, led training pilot, and coordinated production of materials for delivery.
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