Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brittany Stephens

Louisville,KY

Summary

Knowledgeable Manager of CSM with robust background in client success management, ensuring customer satisfaction and loyalty. Proven track record of enhancing client relationships and driving business growth through strategic account management. Demonstrated expertise in problem-solving and communication skills to effectively address client needs and foster long-term partnerships.

Overview

7
7
years of professional experience

Work History

Manager, Client Success

Frequence, Inc.
07.2021 - Current
  • Builds effective partner solutions by understanding specific goals, internally directing development of custom solutions, then implementing training and support to ensure satisfaction.
  • Provides highly responsive and solution-focused support to 5 enterprise level accounts with over 200 contacts across all accounts.
  • Collaborates efficiently with DevOps and engineering teams through multiple phases of the SDLC to troubleshoot issues to ultimately reach the ideal solution.
  • Influences product roadmaps by actively representing and engaging as the voice of the partner, communicating the need for features to better help achieve their goals.
  • Develops custom integration plans for billing systems, GAM and partner owned and operated reporting systems.
  • Adopt and grow under performing legacy partners through activation plans that challenge reps to close a certain amount of deals per month.
  • Conducted regular reviews of account performance, identifying opportunities for upselling and expansion of services.
  • Managed and motivated the 3 employees under me to be productive and engaged in work.

Digital Media Analyst

3125 Communications
01.2020 - Current
  • Conducts primary and secondary research to develop ideal target personas for clients and provide corresponding strategic recommendations for appropriate channel and message selection.
  • Research and recommend target audience options/data sets and budget allocations for clients in the healthcare and non-profit industry verticals.

Digital Media Analyst

Cox Media
04.2018 - 07.2021
  • Analyzed clients digital campaign success and provided key insights to optimize opportunities that fueled customer retention.
  • Achieved market efficiency by working directly with industry partners and internal clients to set best practices and protocols.
  • Implemented a client renewal reporting process that increased the average monthly client spend by 15% and reduced churn by 50%.
  • Leveraged industry research, Google Analytic data and internal Cox reports to provide success stories to clients.
  • Facilitated media consultant’s success plan by providing strategic development, attending in-field client meetings and leading trainings.

Education

MS - Digital Marketing

Full Sail University
04.2020

BA - Marketing Applications

University of West Florida
12.2016

Skills

  • Relationship Building

  • Public Speaking

  • Perspicuous Teaching

  • Client engagement

  • Project management

  • Customer retention

  • Data analytics

Timeline

Manager, Client Success

Frequence, Inc.
07.2021 - Current

Digital Media Analyst

3125 Communications
01.2020 - Current

Digital Media Analyst

Cox Media
04.2018 - 07.2021

BA - Marketing Applications

University of West Florida

MS - Digital Marketing

Full Sail University

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