Senior Digital Account Manager Resume Example Iheartmedia, Inc.

SENIOR DIGITAL ACCOUNT MANAGER

Experience

Senior Digital Account Manager, 01/2010 to 01/2018
Iheartmedia, Inc. – Norfolk , VA

Marketing consultant

proposed and executed an online digital solution for small to medium size businesses.
Managed and recommended digital solutions that allowed business owners to fill gaps in their advertising.
Proved product value by working hand and hand with sales, vendors, customer support and management to meet product SLA deadlines.
Conducted client reviews every 30 days for upsell opportunities while making sure all system, Google and social media updates had been applied to the customer digital programs.
Working Knowledge in Search Engine Optimization, Search Engine Marketing and Social Media Trusted advisor in website solutions, total business analysis and customer vision and strategy.
Conducted webinars daily with clients, discussing product performance, and client-specific branding, implementing changes and recommendations for upgrades.
Extensive one-on-one experience with business owners partnering with in-house marketing teams to drive each product to prove the best ROI possible.
Onboarded new clients advertising campaigns giving instructions, features and benefits of purchased product.
Conducted weekly traffic management stand-up meetings with sales and co-workers.
Designed projects based on criteria such as profitability, turnaround time and market feasibility.
Trained assigned sales team on product process and procedure/strategized with sales on an effective sale pitches for selling specific products.
Proposed and developed a new digital class 8-week training program with scoring and testing for new employees.
Initiated and responded to 20 - 30 phone calls daily and made complete call notes in Salesforce System.

Account Support Manager, 01/1995 to 01/2010
Wsp – Ephrata , PA

Managed and advised sales teams, directors and account support teams regarding new ATM procedures and Installs for small banking institutions.
Scheduled regular meetings to review service quality plan.
Managed 12 associates on a retention team for major accounts.
Responsible for ATM install process and procedures/lifecycle management issues such as entitlement billing, documentation of all account-specific services, call handling, escalations, spare parts requirements, security and any other special policies and procedures that assisted in the successful performance of the ATM service and install function.
Accountable for customer and revenue base retention and overall "post sales" and the client experience.
Sought out and identified new sales opportunities.
Trained internal team on customer and project requirements.
Developed relationships with our national account resources contributing to increased profit margins.
Improved customer satisfaction (achieving 90% rating) by concentrating on backlog case reviews and assigning cases to team members.
Monitored performance of support teams via feedback sessions and customer surveys.
Consistently provided outstanding support to upper management, customer service teams, and vendors.
Created valid performance metrics and reporting for monthly meetings.
Performed quality assurance on calls, tickets, and orders to ensure high quality of service.

Education

MBA: Organizational Management, 2009
University of Phoenix
Organizational Management

B.S: Business Management, 2007
Nyack College
Business Management Mental Health Training

Summary

Customer Support Professional

Affiliations

Highly focused and detail-oriented Customer Support Manager with an exceptional record of client service and revenue generation. Able to manage multiple simultaneous projects with high efficiency and accuracy. Adept at working independently, working with groups or managing people.

Interests

Women of "Now" Faith Ministries: Director since 1999. Empowering women, develop programs and seminars, teaching and training women of in Dayton Community in motivational workshops. *Teacher for Son Reign Ministries at Dayton Correctional Institute and Co-host for DATV 2007-present *Elder at Marketplace Movement Ministries-2015-present

Highlights

Customer Retention, Account Management, Consultative Skills, Training & Development, Product Management, Project Management, Relationship Management, Self-Starter-Self Motivator, Leadership, Team Work/Team Building. MS Office (Word, Excel, PowerPoint, Access, Outlook)

Skills

Account Management, advertising, ATM, banking, benefits, billing, branding, business analysis, Counseling, credit, client, clients, customer satisfaction, customer service, customer support, documentation, features, Team Building, Leadership, notes, marketing, market, meetings, Mental Health, Mental Illness, Access, Excel, MS Office, Outlook, PowerPoint, Word, policies, Product Management, profit, Project Management, quality, quality assurance, Relationship Management, reporting, selling, sales, Search Engine Optimization, Self-Starter, SLA, strategy, surveys, Team Work, phone, upgrades, vision, website

Additional Information

Community Volunteer Work *Women of "Now" Faith Ministries: Director since 1999. Empowering women, develop programs and seminars, teaching and training women of in Dayton Community in motivational workshops. *Teacher for Son Reign Ministries at Dayton Correctional Institute and Co-host for DATV 2007-present *Elder at Marketplace Movement Ministries-2015-present

Resume Overview

School Attended

University of Phoenix
Nyack College

Job Titles Held:

Senior Digital Account Manager
Marketing consultant
Account Support Manager

Degrees

MBA : Organizational Management , 2009
B.S : Business Management , 2007

Senior Digital Account Manager Resume Example

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