Alanna Chan
Plainfield,IL
Summary
A Client Services professional with over 10 years experience managing a large number of accounts while also leading a team of 6. Focused on retention and upselling current clients, while maintaining high customer satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Director of Client Services
Fixed Ops Digital (Acquired by TradePending)
Oakbrook, IL
10.2019 - Current
- Manage a team of 6 while growing and maintaining 150 accounts
- Strategize and deliver insights and recommendations to boost Organic and Paid traffic initiatives
- Grew book of business by 40% within the first 18 months and continuously growing book of business by 25% year over year
- Grew team of Performance Managers from 2 members to 6 members in less than 2 years
- Work closely with Development Team for Client Reporting data
- Regularly monitor account health and identify opportunities for growth or improvement
- Developed strong customer relationships to maintain a 98% client retention rate.
Client Services Manager, Major Accounts
LIVEPERSON AUTOMOTIVE
Alpharetta, GA
07.2018 - 09.2019
- Delivered exemplary client support for Major Account clients
- Consistently maintained and grew a portfolio of 20 major account dealer clients with over 100 stores
- Maintained 95% retention rate
- Assessed and identified areas of opportunity to upsell and cross-promote other products that were value added
- Executed Monthly Account Reviews and Quarterly Business Reviews to share results with senior stakeholders.
Digital Strategist
LOTLINX
Chicago, IL
09.2015 - 02.2018
- Offered targeted digital strategy solutions based on comprehensive data
- Successfully worked on automotive dealer campaigns, growing the portfolio to over 100 clients with growing account revenue by 30% from upselling additional services
- Reviewed reports and identified impactful, measurable ways dealers could sell through inventory faster
- Engaged with dealer clients, educating them on additional LotLinx products and cross-selling those items
- Consistent retention rate of 98% month over month
- Grew book of business by over 25% year over year.
Client Success & Analytics Manager
Kantar Media - ADGOOROO
Chicago, IL
06.2014 - 09.2015
- Led the efforts to train clients on all aspects and reporting of the Adgooroo platform aimed at bolstering their PPC strategy
- Increased client retention and strengthened client relations through weekly, bi-weekly or monthly calls
- Addressed any questions, updated clients on the latest developments
- Created custom analytic reports to identify trends and variances
- Maintained a 99% retention rate.
Senior Client Success Manager
SEOCLARITY
Des Plaines, IL
07.2011 - 05.2014
- Mentored and educated clients on every facet of the seoClarity platform, aimed at driving their SEO strategy
- Highlighted competitive insights that significantly improved SEO campaigns for clients
- Increased adoption by 45% for global clients with monthly meetings
- Trained team members on new procedures and new software functionality
- Analyzed reports with Google Analytics, Omniture and Coremetrics
- Adhered to KPIs and reported to team leader during monthly team meetings.
Education
Bachelor of Business Administration - Marketing -
Eastern Michigan University
Skills
- Digital Marketing
- Product Adoption
- Customer Risk
- Revenue Retention
- Relationship Building
- Project Management
- Google Analytics
- Client Services and Performance
- Monthly Goals
- Team Training & Mentorship
- Quarterly Business Reviews
- Customer Referrals & Renewals
- Sales Support
- Upselling and Cross-Selling
- Strategic Management
Certification
- Google Analytics Individual Qualification (IQ), 07/01/2022
- Google Analytics 4 Certification, January, 2024
Timeline
Director of Client Services
Fixed Ops Digital (Acquired by TradePending)
10.2019 - Current
Client Services Manager, Major Accounts
LIVEPERSON AUTOMOTIVE
07.2018 - 09.2019
Digital Strategist
LOTLINX
09.2015 - 02.2018
Client Success & Analytics Manager
Kantar Media - ADGOOROO
06.2014 - 09.2015
Senior Client Success Manager
SEOCLARITY
07.2011 - 05.2014
Bachelor of Business Administration - Marketing -
Eastern Michigan University
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