Heather Haley Marchbanks
Cottontown,TN
Summary
Experienced professional with a proven track record in project management and operations. Background in traditional agency and start-up SaaS has fostered a highly adaptable attitude towards achieving client success and optimizing workflows. Attention to detail enables effective management of finer aspects while maintaining focus on the bigger picture and common goals. Valuable asset to any team as both a leader and team member.
Overview
23
23
years of professional experience
Work History
Manager, Client Success
Brandmuscle
11.2021 - Current
- Day to day marketing service operations for 6 different business units for Red Bull US as well as 5 alcoholic beverage companies, including account strategy, print fulfillment, website management and customer service
- Developed documentation and procedures for client success team
- Client facing for communication on process optimization, deadlines and budgets
- Works directly with creative personnel, account strategy and account management
- Manage international team
- Responsible for monthly invoicing
- Developed and maintained relationships with customers and suppliers through account development.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Director of Projects and Operations
Ethis inc
05.2018 - 06.2021
- Control workflow for medical communications firm
- Clients include Bausch+Lomb, EyePoint Pharmaceuticals, Johnson & Johnson
- Navigated a 75% increase in billable business with a 30% decrease in staffing levels
- Researched and implemented agency wide technology implementation
- Managed and directed content creators, (writers, graphic designers and account managers) both internal and freelance to ensure that client needs are met, if not exceeded
- Developed Social Media Strategy and content for large pharmaceutical clients and start-up medical device companies
- Create plans, tasks, and timelines for completing all projects, which include trade journal papers, sales aids, advisory boards, round tables, websites, apps, videos, webinars, slide decks and scientific literature reviews
- Developed and maintained project deadlines
- Event planning from location research to day of logistics management
- Acted as liaison between clients and Ethis team
- Planned and executed client events, meetings, advisory boards, and round tables
- Lead company-wide project status meetings
- Managed bookkeeping in accordance with project contracts; ensure projects stay within budget and are invoiced in a timely manner
- Recognized problems or setbacks in current projects and made note of improving on those in future projects and client proposals
- Planned, designed, and scheduled phases for large projects.
Print Production Coordinator
Affinion Group
09.2015 - 05.2018
- Processed and project managed printing for over 300 regional financial institutions' insurance and loyalty program collateral
- Develop and nurture vendor relationships
- Obtain quotes and focus on budgetary, regulatory and scheduling restrictions
- Work closely with in-house Graphic Artists to guarantee files will create desired result
Customer Education Specialist
Raven Tools
01.2013 - 02.2015
- One of a team of 4 responsible for customer education and technical support for over 12,000 users
- Developed curriculum for and presented 3 hours of online training classes for customers weekly
- Wrote, produced and edited online videos of 'customer tips'
- Identified, explained and reported software bugs to developers
- Social Media coverage and content creation for corporate Twitter, Facebook, Google+ and YouTube accounts
Traffic Manager
The Clever Factory
09.2010 - 07.2012
- Controlled workflow for consumer products company specializing in products for mass market retailers such as WalMart and Dollar Tree, ranging from gift wrap and stationery to children's books
- During my tenure there was a 400% increase in number of active job to manage, resulting in a 200% profit increase for the company
- Controlled project schedule for internal art departments, pre-press department and office in Hong Kong; while also coordinating file transfer and translation needs for international co-edition customers and making certain that all files were sent to contract packaging firms to ensure on time delivery
- Negotiated artwork approvals with licensed properties such as Disney, Marvel Comics and Peanuts
Traffic & Production Manager
DVL
10.2009 - 07.2010
- Controlled work flow for print, interactive and broadcast departments for clients ranging from local non-profits to international alcohol brands
- Communicated client and internal direction to art directors on projects to insure the final product was as intended
- Acted as bridge between Account Executives and Art Directors in an effort to manage or exceed expectations
- Researched specialty items and vendors for special projects
- Managed press checks on all printed pieces
Print Production Manager
The Buntin Group
01.2007 - 08.2009
- Worked with account management and creative teams to execute print, web and event promotions, an average of 80 active projects at any one time
- Created and maintained relationships with vendors, both local and national
- Negotiated reduced rates (on average 10-20% below original quotes) on all projects based on supplied budgets, insuring that all projects came in on or under budget
- Worked with vendors and agency teams to insure delivery dates were met for clients ranging from banks to public utilities to the TN Lottery
- Created and oversaw production schedules and adjusted as needed to meet deadlines.
- Scrutinized production output and identified areas for improvement.
Senior Marketing Consultant
The A Group, Inc.
01.2002 - 01.2007
- Developed project tracking process for that was scalable through a 250% increase in number of clients and 600% increase in number of projects
- Developed and maintained client relationships resulting in an increase of 500% in billable projects
- Liaison between clients and designers/programmers to insure success in projects
- Managed print and web projects for marketing firm specializing in serving churches and nonprofit organizations
- Copywriter and art director on websites, internal marketing, national ad campaigns and direct mail pieces
- Consulted on web design functionality from the end user perspective
- Associate producer on video projects ranging from one minute promo videos to hour long presentation DVDs
- Regularly updated and edited content for 15 websites.
Education
Bachelor of Arts - English with a minor in Communications, focus on Mass Media
California State University At Dominguez Hills
Carson, CA12.1999
Skills
- Project Management
- Branding
- Data Analysis
- Relationship Building
- Corporate Communication
- End User Software Testing
- Print Production
- Copyediting
- Salesforce
- Resource allocation
- Partnership development
- Customer relationship management (CRM)
- Strategic planning
Timeline
Manager, Client Success
Brandmuscle
11.2021 - Current
Director of Projects and Operations
Ethis inc
05.2018 - 06.2021
Print Production Coordinator
Affinion Group
09.2015 - 05.2018
Customer Education Specialist
Raven Tools
01.2013 - 02.2015
Traffic Manager
The Clever Factory
09.2010 - 07.2012
Traffic & Production Manager
DVL
10.2009 - 07.2010
Print Production Manager
The Buntin Group
01.2007 - 08.2009
Senior Marketing Consultant
The A Group, Inc.
01.2002 - 01.2007
Bachelor of Arts - English with a minor in Communications, focus on Mass Media
California State University At Dominguez Hills
Similar Profiles
ROHIT RAWATROHIT RAWAT
Specialist (Client Success & Order Entry) at BRANDMUSCLESpecialist (Client Success & Order Entry) at BRANDMUSCLE
Ranjay SinghRanjay Singh
Senior Associate - LMS at BrandMuscleSenior Associate - LMS at BrandMuscle
Shubhangi SrivastavaShubhangi Srivastava
Media Buyer Associate at BrandMuscleMedia Buyer Associate at BrandMuscle