Rob Zeitz
Cambridge,MA
Summary
Customer Success Manager with an 8-year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback.
Overview
9
9
years of professional experience
Work History
Senior Manager, Client Engagement
AIRINC
05.2022 - Current
- Foster consultative client relationships with 40 enterprise and mid-market companies in the Fortune 100 and 500
- Develop and execute client growth and retention strategies
- 100% client retention in FY 2023, and increased client revenue by 10%
- Oversee growth and development of direct reports
- Create training material for new team members and clients
- Travel to industry events to build relationships with clients, prospects, and other vendors
- Won 4 new clients in FY 2023 and established relationship with a new data provider
- Work with global marketing team, offering US perspective to help plan campaigns and strategy
Client Engagement Manager
AIRINC
03.2019 - 05.2022
- Strategic relationship manager for 40+ enterprise and mid-market companies
- Support role for 3 key partnerships
- Streamlined processes for large and medium-sized accounts (e.g. transitioning them to newer, easier to use data platforms)
- Supported advisory team with tailored consultation projects
- Wrote new standard FAQ for clients, partnering with colleagues in Europe, APAC, and the US
- Assisted in hiring and training of new team members
Client Engagement Senior Representative
AIRINC
06.2017 - 03.2019
- Frontline client support, and relationship manager for 50+ mid-market clients
- Operational support and backup for several enterprise clients
- Worked with regional directors and company leadership to develop and execute growth and retention strategies
- Crafted communications for clients' stakeholders (HR leaders and business lines)
- Developed customized data products for specific client needs
- Supported advisory services team with policy review projects
Client Engagement Representative
AIRINC
12.2015 - 06.2017
- As part of standard solutions team, closely tracked renewals and processed day-to-day requests for 150+ clients
- Trained clients to use online data calculators
- Triaged client questions, collaborating with SMEs for the best answers
- Onboarded new clients and helped guide them to best solutions
- Presented revenue and retention information to CEO as part of monthly account planning
Data Research
AIRINC
09.2014 - 11.2015
- Phone and online research into costs of public transit, rental cars, and hotels in 200+ cities around the world, as well as US housing costs
- Created training guides for future researchers
- Data entry
Education
Bachelor of Science - Screenwriting
Ithaca College
Ithaca, NY05.2007
Skills
- Communication
- Leadership
- Relationship building
- New hire training
- Writing
- Problem solving
- Renewals
- Active listening
- Cross-selling
- Microsoft Office
- Marketing
Timeline
Senior Manager, Client Engagement
AIRINC
05.2022 - Current
Client Engagement Manager
AIRINC
03.2019 - 05.2022
Client Engagement Senior Representative
AIRINC
06.2017 - 03.2019
Client Engagement Representative
AIRINC
12.2015 - 06.2017
Data Research
AIRINC
09.2014 - 11.2015
Bachelor of Science - Screenwriting
Ithaca College
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