Elizabeth McVey

First customer success manager and foundation for the first CSM team at Alertus. Responsible for providing extensive insight, customer health and operating status of existing client’s needs, overall health, and operational status. Monitored these metrics and developed actionable insights to improve efficiency and performance of customer sentiment and operational status. Responsible for facilitating and holding at least four discovery and investigative calls with existing customer per day to provide a customer health report for the CEO. This customer feedback resulted in successful and improved processes for all instrumental departments to improve customer satisfaction, experience, sentiment, and operational status.

Key accomplishments and daily functions:
•First department to provide real time operational status and sentiment of each existing customer and acted as customer liaison to help inactive customers move forward through implementation to activation ready for emergencies.
•Served as voice, advocate, and trusted communicator for all existing customers to ensure they are ready to activate their system at any moment of emergency.
•Responsible for ensuring customers emergency solution is activation ready through COVID-19 pandemic as well as helping customers move forward in their implementation when returning to their buildings.
•Inspired content through customer feedback and insight of existing customer needs for marketing team's first successful how-to series, user conferences and monthly successful webinars and ultimately first star user network which served as customer voice for product development, improvement, and innovation.
•Worked directly with training team to guide training talk track for all main users, IT departments, police force, security, and anyone else involved in mass emergency communication team of existing customers.
•Helped to create formal reporting system and Salesforce strategy to show progress in real time and highlight pivotal data for leadership to understand health, operational status, sentiment, and pains of each customer.
operational teams for proper resolution of service issues.development.

• Responsible for opening of first Washington, D.C location, creating competitive presence and building strong client base and pipeline while turning first-time customers into returning customers due to performance and relationship management.
  •Utilize Netsuite, Asana, Monday.com for optimal time management and efficiency throughout sales cycle.
  •Collaborate with all departments to ensure all projects and installations go smoothly and customer is happy.
  •Manage sales cycle from prospect and sale to install and relationship maintenance.
  •Responsible for bringing awareness to showroom and building new business.
  •Host events and attend networking events to create lasting business relationships.
  •Develop new client relationships while cultivating growing and existing relationships.

Oversee and manage a book of over 150+ valued clients that use the cloud-based Cision media communication technology, business intelligence and analytic technology to drive business impact. Improved customer retention rate and secured upsell opportunities with high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.

• Responsible for client development through retention and business development.
• Responsible for uncovering professional and custom services opportunities as well as managing projects until reaching customer satisfaction.
• Strong collaboration with all other departments internally and externally to exceed customer expectations.
• Train clients on cloud-based media communication and analytic software.
• Analyzed key competitors to respond to competitive threats.
• Developed thorough understanding of key clients' needs and requirements to prepare customized solutions.
• Resolved problems with high-profile customers to maintain relationships and increase return customer base.
• Created sales forecasts to target daily, monthly, and yearly objectives.
• Excellent proficiency in Salesforce as CRM to manage KPIs, internal and personal rankings, clients, and daily activity to monitor growth, client relationships and sales pipeline.

• Part of Vocus' first successful integration in public acquisition; Vocus acquired iContact in 2012, with responsibility to convert iContact accounts to full Vocus Marketing Suite accounts
• Increased revenue by implementing effective sales strategies in sales cycle process from prospecting leads through close.
• Responsible for upsell and management of over 1,000 accounts
• Responsible for conducting and closing software demonstrations to qualified accounts to reach performance based goals
• Utilized Salesforce.com to prepare target lists for cold calling, maintaining prospect data, maintaining strong pipeline, and managing activity
• Performance based promotion to Account Manager after 9 months.

• Responsible for management, development and closing of advertising accounts on Mix 107.3.
• Researched and generated new business through cold calling, rigorous prospecting, competitive media analysis, and networking.
• Developed proposals, presentations, customized integrated marketing campaigns, sponsorships and promotional features for local and regional clients and agencies including major decision makers in diverse variety of industries.
• Negotiated pricing for new business in adherence with established budget yields and goals.
• Managed production of client campaigns, events and promotions.

• Developed, pitched and managed marketing and advertising plans for local and national business development
• Wrote content for client social media campaigns, media kits and press releases for client events
• Led press outreach efforts, landing clients print and broadcast earned media placement
• Organized and scheduled print ads, radio and television spots for client events
• Covered, developed and led special events for clients and turned them into earned media opportunities.