Sarah Emerson

Client Success Manager

• Manage a book of the top Enterprise & Strategic accounts, including AWS, Microsoft, Intel, Salesforce, and T-Mobile, ensuring beginning to end service, scheduled delivery pacing, program satisfaction, reporting, and recommending strategic optimizations.
• Co-Developed the delivery and execution process for the Channel Sales business by developing the product solution, tracking, and delivery process for multi-partner Channel programs. Recommended strategic optimizations for up-sale and renewal for over $10M+ in annual revenue.
• Reached out to accounts regularly to check on needs, understanding business operations and offer services.
• Built lasting relationships with clients by advocating for their needs, owning the execution of their digital advertising campaigns by showing value and ROI, and de-escalating issues proactively as necessary with internal collaboration.
• Evaluated customer problems, implemented resolutions and followed up with clients to manage additional problems and maintain satisfaction.
• Team Lead for Spiceworld managing a team of 15 people, creating conference coverage schedules and ensuring success of speaking events.

Campaign Coordinator

• Built comprehensive reports that explained campaign performance with any needed optimizations to secure renewals.
• Identify, define, and implement inventory and partner process improvements and serve as a digital operations subject matter expert for internal teams, external partners and strategic customers as needed.
• Managed existing client renewals, keeping accounts, information and documents in conformance with compliance standards.

• Built and executed social media strategy through competitive research, platform determination, benchmarking, messaging and audience identification.
• Defined and met important KPIs for clients with client satisfaction, renewal conversations, de-escalation of client complaints, timely program set-up execution, organization and program trackers.
• Implemented and drove adoption for new social media monitoring and measurement tools such as Hootsuite, BrandWatch, HubSpot & train and mentor the team on results.
• Established strong relationships with key customers, resulting in increased customer loyalty. Assisted customers with onboarding and product setup to foster successful adoption and usage.

• Managed social posting calendar and advertising campaigns for 20+ clients
• Implemented Call Tracking and compiled monthly status reports
• Assisted customers with onboarding and product setup to foster successful adoption and usage. Utilized customer feedback to inform changes and improvements.
• Created budget proposals for potential 6acebook, Instagram, and Google+ Advertising clients.