Katherine Vander Kraats
Burlington,VT
Summary
Dynamic Client Relationship Manager with eight years' experience in account management and leadership roles for automotive digital marketing organizations. Driving top-quality customer experience and satisfaction through marketing analysis and industry expertise. Building and retaining long-term relationships by establishing positive, productive and routine communications.
Overview
8
8
years of professional experience
Work History
Client Relationship Manager, Business Retention
Dealer.com
03.2021 - Current
- Manage and execute business retention strategies, involving key stakeholders.
- Addressed and resolved customer complaints and issues to improve satisfaction.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Coach individuals and teams on soft skills, risk management, identification, and analysis practices.
- Develop informational and instructional content regarding competitors and common risk topics.
- Co-lead new-hire and cross departmental onboarding/training on business retention.
- Troubleshoot and resolve technical concerns and analyze performance impacts.
- Provide weekly synopsis of high-profile client challenges to executive leadership.
- Assessed client needs/risks and developed plans to adequately address current and future objectives.
Performance Manager, Enterprise Dealer Partners
Dealer.com
05.2018 - 03.2021
- Managed Enterprise client group ($200k+ MRR) relationship and digital marketing strategy.
- Monitored key performance indicators and built processes to support partner performance and growth.
- Trained internal team members on client needs, expectations and analysis preferences.
- Worked with technical resources to conduct root cause analysis and prevent future issues.
- Acting Lead Technical Contact for client and internal teams.
- Leveraged analytical tools to provide insight and enhance performance.
- Explore industry influences impacting client business and share insights to further growth in-market.
- Spearheaded continuous improvement initiatives to increase operational excellence.
- Provided revenue opportunities to sales teams for processing, consulting clients on product investment decisions based on business needs.
- Performed in-store/in-market strategy meetings to discuss digital performance, business goals, and ensure partner alignment.
- Tracked, analyzed and executed quality and continuous improvement initiatives to hold departments accountable for performance.
- Provide recommendations on UX improvements across digital strategy to improve business performance.
- Utilize Salesforce, Microsoft Teams, Tableau, Excel, Photoshop, and Google Analytics to support internal/external needs.
- Addressed client concerns and provide troubleshooting assistance for technical issues, inventory issues and extended technical projects for the group.
Digital Strategist
Dealer.com
11.2016 - 05.2018
- Analyzed website data such as traffic, interactions, conversions and goals to find areas of improvement.
- Led four-person cross-departmental staff to develop and execute all digital marketing initiatives.
- Maintained day-to-day operations of 200+ websites with average of $3000 in MRR.
- Monitored and evaluated website analytics to identify trends and opportunities for improvement.
- Collaborated with designers, copywriters and developers, creating effective search marketing campaigns.
- Crafted and implemented strategies to increase search visibility and website traffic.
- Conducted market research and competitor analysis to inform search marketing strategies.
Digital Specialist
Dealer.com
07.2015 - 11.2016
- Managed and supported dealership partners with inbound requests and concerns
- Leveraged technical support partners to troubleshoot and mitigate technical concerns.
- Supported Digital Strategist portfolios of 400+ accounts daily.
- Answered inbound client concerns, troubleshooting requests and technical issues for resolution.
- Fulfilling company initiatives for product sunset, product enhancement and client communication.
Education
Bachelor of Science - Communications, Specialized in Sonic Arts
Champlain College
Burlington, VT06.2015
Skills
- Strong Organizational Skills
- Strong Interpersonal Skills
- Upsell & Retention Techniques
- Excellent Communicator, Written and Verbal
- Problem-Solving Aptitude
- Leader and People Developer
Timeline
Client Relationship Manager, Business Retention
Dealer.com
03.2021 - Current
Performance Manager, Enterprise Dealer Partners
Dealer.com
05.2018 - 03.2021
Digital Strategist
Dealer.com
11.2016 - 05.2018
Digital Specialist
Dealer.com
07.2015 - 11.2016
Bachelor of Science - Communications, Specialized in Sonic Arts
Champlain College
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