Summary
Overview
Work History
Education
Skills
Timeline
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Shelly Smith

Traverse City,MI

Summary

Dynamic, results-oriented and friendly executive with over 10 years of experience at the intersection of project management and customer success in fast-paced start-up companies. Adept at orchestrating complex projects and initiatives with a keen focus on delivering exceptional value and outcomes for customers. Proven track record of driving customer satisfaction, retention, and expansion through meticulous project planning, execution, and stakeholder management. Passionate about shaping exceptional customer experiences that drive long-term value and loyalty.

Overview

14
14
years of professional experience

Work History

VP - Client Services

Cambium Analytica
07.2019 - Current
  • Cultivated a high-performance, positive culture within the Client Services Department by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
  • Fostered strong relationships and collaboration with business development, marketing, product development, R&D and other cross-functional teams to ensure a unified approach to client success and maximize project outcomes.
  • Streamlined processes and implemented automation tools and platforms to improve operational efficiency within the client services department, resulting in reduced churn and increased retention.
  • Supported Cambium's diversification into five new markets, adapting strategies to cater to different client needs and preferences.
  • Led efforts to increase revenue through upselling and cross-selling initiatives.
  • Successfully increased customer retention rates by 15% through the implementation of proactive customer success strategies and initiatives.
  • Developed and implemented new strategies and processes in collaboration with executive partners to establish and achieve long-term business objectives.
  • Oversaw company-wide changes related to modernizing processes and platforms, and ensure clients were communicated changes.
  • Represented organization at several different industry conferences and events.
  • Analyzed industry trends and tracked competitor activities to inform decision making.

Marketing And Public Relations Director

Granite Gear
04.2017 - 07.2019
  • Executed media communication and overall marketing strategy and timeline including digital advertising, content creation, social media management, ambassadors and influencer program.
  • Provided exceptional customer service to customers through online platforms.
  • Cultivated strong relationships with media staff within the outdoor industry.
  • Wrote and distributed all company press releases.
  • Oversaw creation of ambassador program and website for Granite Gear's Grounds Keepers (www.thegroundskeepers.com).
  • Supported efforts around trade shows, company events, as well as various administrative tasks.

Account Executive & Digital Marketing Director

Darby Communications
10.2013 - 03.2017
  • Managed and implemented all moving parts of public relations and digital marketing campaigns for several outdoor industry brands.
  • Strengthened clients' relationships with their customers by defining brand voice and providing exceptional customer service on behalf of brands.
  • Collaborated with team members to provide client feedback and recommend operational changes at Darby to meet customer needs and emerging trends.
  • Wrote engaging and successful press releases to excite media on client's new product or textile launches.
  • Serviced outdoor industry accounts and proposed new platforms, processes, and best-practices to maximize client revenue on campaigns.
  • Collaborated with teams at Darby to develop and strengthen account strategy each week.
  • Established long-lasting relationships with key decision-makers within client organizations, solidifying the Darby's reputation as a trusted partner in the outdoor industry.
  • Trained junior team members on best practices for account executive responsibilities, fostering a collaborative work environment focused on continuous improvement.
  • Attended trade shows and conferences to meet with media reps on behalf of clients.

Marketing & Social Media Manager

ChiRunning
12.2009 - 01.2013
  • Created and implemented marketing plan and social media strategies to enhance brand awareness of ChiLiving brands.
  • Provided exceptional customer service and increased customer engagement through all online channels and platforms.
  • Resolved problems, improved operations and provided exceptional service across all customer service channels.
  • Edited and reviewed training program publications.
  • Assisted in the development of a new website.
  • Supported the hosting of live events such as week-long, in-person workshops; as well as Q&A sessions and product launches on various social platforms engaging audiences directly.


Education

Bachelor of Arts - Journalism, Minor in Spanish

Illinois State University
Normal, IL
05.2006

Skills

  • Client Engagement & Relationship Management
  • Project Management
  • Approachable leader
  • Team Building
  • Process Improvements
  • Revenue Generation
  • Results Orientation
  • Contract Negotiation
  • Policies and Procedures

Timeline

VP - Client Services

Cambium Analytica
07.2019 - Current

Marketing And Public Relations Director

Granite Gear
04.2017 - 07.2019

Account Executive & Digital Marketing Director

Darby Communications
10.2013 - 03.2017

Marketing & Social Media Manager

ChiRunning
12.2009 - 01.2013

Bachelor of Arts - Journalism, Minor in Spanish

Illinois State University

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