Morgan Malcolm
Falls Church,,VA
Summary
Dynamic Client Success Manager with a proven track record at Questex, excelling in strategic relationship management and digital program execution. Adept at leading high-performing teams, optimizing workflows, and driving measurable campaign results. Skilled in Salesforce and marketing analytics, I foster robust client partnerships that enhance retention and growth.
Overview
8
8
years of professional experience
Work History
Manager, Client Success - Strategic Accounts Team
Questex
Washington, DC
01.2025 - Current
- Executed program management and campaign delivery, ensuring collaboration among clients and cross-functional teams for optimal project outcomes.
- Provided hands-on leadership to a team of specialists, proactively addressing risks and dependencies impacting client campaigns.
- Collaborated with business development and execution teams to formulate strategic plans, enhancing pre-sale planning and upselling efforts.
- Applied data-driven strategies to enhance program effectiveness and foster robust client relationships, yielding measurable results.
- Led a high-performing team of five, establishing strategic objectives and mentoring members for successful project execution aligned with business goals.
- Managed documentation updates and implemented process best practices, driving operational efficiency through regular workflow evaluations.
- Reviewed and negotiated partner contracts for large-scale campaigns, ensuring alignment with strategic objectives and project requirements.
Client Success Manager, Fierce Life Sciences and Healthcare
Questex
Washington, DC
08.2022 - 01.2025
- Client Engagement: Cultivate strong client relationships by gaining insights into their unique needs, challenges, and goals, ensuring clear communication and successful delivery of contractual obligations.
- Strategic Client Onboarding: Guide the onboarding process for an average of 18 strategic clients, outlining program management frameworks, defining KPIs, and aligning on objectives to maximize ROI and ensure long-term success.
- Project Management: Coordinate with stakeholders across strategic accounts with annual revenue of over $6.2 million to ensure adherence to project timeline and monitor campaign performance. Work with marketing program specialists, cross-functional teams, and clients to optimize workflow for individual campaigns. Developed and implement documentation tools to enhance alignment and streamline communication between clients and internal teams.
- Reporting and Optimization: Conduct performance analysis and present actionable insights to enhance campaign outcomes and drive continuous improvement across strategic accounts on a weekly, monthly, quarterly, and yearly basis. Develop comprehensive reports to highlight performance metrics and audience reach within the Fierce LifeSciences and Healthcare Network.
- Lead Generation: Partner with internal teams to drive lead generation by developing and executing strategic end-to-end promotional plans aligned with client objectives. Contributed to YOY sales growth in the closed-won pipeline across multiple strategic accounts.
- Lead Up Sales and Renewals: Assist sales executives with closing opportunities by pulling data from various content reporting platforms and provide knowledge & feedback from past campaign performances.
Senior Marketing Program Specialist, Fierce Life Science and Healthcare
Questex
Washington, DC
11.2020 - 08.2022
- Digital Marketing: Executed over 1,000 digital ad programs, 60+ webinars/digital interviews/podcasts, and 35+ custom written content projects; each complemented by tailored promotional strategies.
- Training and Evaluation: Assisted in the training of multiple marketing program specialists and assessed their onboarding progress.
- Cross-Functional Collaboration: Collaborated with internal sales, operations, audience, contractors, and marketing teams to execute and enhance KPI driven marketing program across all assigned accounts.
- Client Communication: Served as the primary point of contact for clients, managing day-to-day communications and addressing all inquiries promptly. Provided expert guidance on campaign materials and ensured clients were well-informed throughout the process.
- Workflow Organization: Developed and implemented campaign processes to streamline internal workflow and enhance customer experience.
Lead Digital Marketing Specialist
535media
Pittsburgh, PA
01.2018 - 10.2020
- Campaign Management: Spearheaded key account campaigns worth $100K+ per month, assuring best application of campaign budgets towards project goals and KPIs.
- Orchestrated Media Buys: Negotiated and committed resources as part of a diverse omnichannel experience that included programmatic & video advertising, OTT, social media, and email.
- Leveraged in-depth understanding of client personas: Work in partnership with sales team on content to assist with client proposals and marketing material to persuade clients along the buying cycle process.
- Analyzed and Delivered Reporting: Created monthly reports and provided insights on campaign ROI and optimizing for future marketing activity.
Digital Marketing Sales Representative
535media
Pittsburgh, PA
01.2018 - 06.2018
- Outbound Prospecting: Targeted key customer stakeholders for digital marketing offers to grow relationships and drive customer satisfaction within designated territory.
- Coordinate and Account Planning: Managed resources and collaborated with various internal cross-functional teams to meet customer business needs.
- Increased Sales Team Revenue: Realized $30K+ monthly targets by attracting new accounts and leveraging existing client relationships.
- Client Management: Devise creative, compelling proposals to drive expansion of new business opportunities and maintaining current client relationships for maximize share of their budget.
Leasing Agent and Office Manager
Toby Development LLC
Pittsburgh, PA
08.2017 - 03.2018
- Maximized Property Occupancy: Generated qualified traffic by networking within the local community, scheduling appointments, securing rentals, promoting resident retention, and providing exceptional customer service.
- Office Manager: Engaged with prospective tenants while balancing property owner’s and tenant’s needs; including rent collection, property maintenance and upkeep on all website platforms.
- On-site Property Software Manager: Learned, implemented & trained peers on new management software to track apartment availability, record traffic & leasing activities, manage current resident needs, capture critical data about existing and future residents.
Education
Bachelor of Arts - Organizational Communications, Minors in Marketing & Social Media Management
Ohio University
Athens, Ohio06-2017
Skills
Client success and strategic partnerships
- Strategic relationship management
- Cross-functional collaboration
- Customer retention & growth strategy
- Digital program execution
Project and people management
- Team leadership & mentorship
- Campaign & project lifecycle oversight
- Workflow & timeline optimization
- Stakeholder alignment & expectation management
Marketing analytics and reporting
- KPI tracking & ROI analysis
- Recurring performance evaluations
- Data storytelling & insight visualization
- Client-facing & internal reporting
Tools and platforms
- Salesforce, Asana
- Google Analytics, Bombora,
- Excel, Google Sheets (advanced)
- PowerPoint, Google Slides
Timeline
Manager, Client Success - Strategic Accounts Team
Questex
01.2025 - Current
Client Success Manager, Fierce Life Sciences and Healthcare
Questex
08.2022 - 01.2025
Senior Marketing Program Specialist, Fierce Life Science and Healthcare
Questex
11.2020 - 08.2022
Lead Digital Marketing Specialist
535media
01.2018 - 10.2020
Digital Marketing Sales Representative
535media
01.2018 - 06.2018
Leasing Agent and Office Manager
Toby Development LLC
08.2017 - 03.2018
Bachelor of Arts - Organizational Communications, Minors in Marketing & Social Media Management
Ohio University