Mara Hosner
Account and Client Success Manager
Detroit,MI
Summary
Resourceful and resilient Digital Marketing and CS professional, successful at handling high account volumes and tough customers. History of working hard to achieve and exceed expectations. Data driven creative problem solver, offering hands on experience across all agency services and operations.
Overview
5
5
years of post-secondary education
5
5
years of professional experience
Work History
Sr. Account Manager
Phenomenon Detroit
Detroit, MI
01.2021 - Current
- Effectively managed 10 accounts concurrently to increase company revenue 15%.
- Mentored junior account management professionals to develop skills and increase company revenue.
- Worked with clients to develop strategic business and account plans.
- Collaborated with executive leadership and strategy team to determine company goals and translate goals to individual clients needs.
- Prepared client budgets by reviewing all client billing and managing monthly invoices.
- Handled high-profile accounts while overseeing deliverable execution.
- Organized client feedback and introduced streamlined process of replying to and rectifying complaints.
- Delivered sales presentations and pitches to clients, upper management and junior sales associates for demonstration.
- Cultivated productive relationships with business representatives and consulted closely to uncover needs and match to available solutions.
Account Manager
Marketing Supply Co.
Detroit, MI
08.2019 - 01.2021
- Increased service expansion opportunities with proactive account servicing and diligent relationship-building.
- Managed execution of full funnel growth strategies.
- Liaised between account holders and various departments, communicating effectively to maintain customer satisfaction and uphold company protocols.
- Increased longevity of B2B/B2C accounts by providing individualized customer service and developing relationships with account holders.
- Collaborate with internal teams as well as clients to ensure strategic roadmaps and creative execution align with brand strategy, digital strategy and overall objectives.
- Managed $3M-$5M in annual budgets.
- Vendor management and video production lead.
- Managed all agency clients through COVID crisis resulting in company acquisition by phenomenon.
Design Studio Coordinator
Astound Group
Detroit, MI
02.2019 - 08.2020
- Escalated incidents to next level to remain compliant with company's standards and procedures.
- Developed schedules for production, editing and duplication for timely delivery.
- Improved resource management operations and profitability by applying improved processes efficiencies and mitigating exceeding client budgets.
- Manages day-to-day workflow for Creative Teams by overseeing resource requests and facilitating allocation of new initiatives.
- Coordinate RFP deliverables and client communications.
Media Manager & CS Lead
LawnGuru
Ann Arbor, MI
05.2017 - 02.2019
- Streamlined operational processes and workflow to increase efficiency of team performance and resource allocation.
- Increased brand awareness through creation of digital content.
- Shaped strategic direction of copy by collaborating with marketing partners.
- Led implementation of best practices to support customer service satisfaction initiatives.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Produced all content for platform wide service Provider manual used for on-boarding and leveraged to measure success and best practices.
- Oversaw customer retention efforts resulting in Series B funding.
- Collaborated on strategic improvements of mobile and web app based on customer feedback.
Education
Bachelor of Arts - Advertising Management
Michigan State University
East Lansing, MI 08.2012 - 05.2017
Skills
Customer Relations
Timeline
Sr. Account Manager
Phenomenon Detroit
01.2021 - Current
Account Manager
Marketing Supply Co.
08.2019 - 01.2021
Design Studio Coordinator
Astound Group
02.2019 - 08.2020
Media Manager & CS Lead
LawnGuru
05.2017 - 02.2019
Bachelor of Arts - Advertising Management
Michigan State University
08.2012 - 05.2017
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