TATIANNA AUTREY
Upper Marlboro,MD
Summary
Customer Success professional with 4+ years of experience partnering with digital publishers to drive product adoption, revenue growth, and long-term retention within a fast-scaling environment and10+ years of customer relations experience. Skilled in analyzing customer usage data to identify expansion opportunities and translating complex technical concepts into strategic business outcomes. Recognized for building trusted advisor relationships, navigating high-stakes customer scenarios, and collaborating cross-functionally to improve customer experience and operational scalability. Thrives in high-growth, remote-first environments requiring ownership, adaptability, and process development.
Overview
10
10
years of professional experience
Work History
Lead Specialist
Mediavine
Dover, DE
06.2023 - Current
- Translate complex ad-tech and platform functionality into clear, actionable recommendations for non-technical stakeholders, driving product understanding, engagement, and retention.
- Analyze publisher performance metrics and usage data to identify revenue opportunities, engagement risks, and optimization strategies; proactively communicate insights to improve long-term success.
- Partner cross-functionally with Product, Engineering, and Sales teams to escalate issues, share customer feedback, and act as an internal advocate for feature enhancements that improve customer experience.
- Manage high-volume, high-impact customer relationships in a fast-paced remote environment, balancing onboarding, strategic check-ins, issue resolution, and renewal support simultaneously.
- De-escalate complex and time-sensitive customer concerns with empathy and professionalism, strengthening long-term partnerships and reinforcing brand trust.
- Contribute to process improvements by identifying recurring friction points, documenting best practices, and collaborating with team members to enhance support and onboarding workflows.
- Act as a brand advocate and strategic consultant, helping publishers understand how to maximize revenue potential and business outcomes through platform tools and best practices.
- Leverage performance and usage data to identify growth opportunities, engagement risks, and monetization gaps; proactively deliver insights that improve customer outcomes and retention.
- Independently manage competing priorities across onboarding, strategic consultations, and renewal support in a fully remote environment.
- Spearhead email support operations, optimizing publisher revenue and increasing retention by helping publishers optimize their content.
- Utilize data analysis tools to monitor client performance and proactively identifies potential trend changes to ensure the security of both client and company revenue streams
- Excel in remote team collaboration, fostering a culture of continuous communication and mentoring new employees. Ensure high standards and drives strong team performance.
- Maintain publisher records in CRMs like HubSpot, Intercom, Notion and Canva and contribute to internal knowledge base articles to improve team efficiency and consistency.
Program Coordinator
Housing Counseling Services
Washington, DC
11.2021 - 06.2023
- Coordinated housing counseling programs to improve client access to resources and services.
- Developed training materials for staff to enhance client engagement strategies.
- Implemented program evaluation processes to assess effectiveness and inform improvements.
- Collaborated with community organizations to expand outreach initiatives and increase service awareness.
- Developed and maintained relationships with external partners to
facilitate program operations. - Collaborated with other program coordinators to achieve consistency
in program objectives and services. - Created and delivered program training and education to keep
participants knowledgeable about program and provide necessary
skills to participate productively. - Kept program-related data accurate, up-to-date and easily
accessible for accessibility. - Analyzed program data by tracking and reporting program outcomes
to identify areas of improvement. - Established and maintained electronic files for grant-funded projects
for tracking and reporting. - Contributed ideas and suggestions in team meetings and delivered
updates on deadlines, designs, and enhancements. - Processed over 50 federal grant applications per week, contributing
to the use of thousands from the overall grant award budget.
Patient Services Operations Manager, Full-Time
American Kidney Fund, AKF
Rockville, MD
06.2016 - 11.2021
- Oversaw day-to-day operational implementation for financial assistance program operations and special initiatives by monitoring and delegating tasks, which has optimized workflow, ensuring timely and efficient grant processing; maintaining timelines and establishing program priorities
- Ensured that the Patient Services department remains in strict compliance with all AKF, as well as, federal and regulatory guidance and that all staff are educated and trained on an ongoing basis on new procedures and policies
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers
- Analyzed and reported on key performance metrics to senior management
- Developed systems and procedures to improve operational quality and team efficiency
- Kept program-related data accurate, up-to-date and easily accessible for accessibility
- Developed and implemented strategies to maximize customer satisfaction, leading to improved User Experience of 50% and an 8.6/10 customer satisfaction rating
- Scheduled and Coordinated Webinars (avg. audience of 300)
- Launched the initiative of the creation and implementation of a Transplant Assistance Program, which serves over 1500 patients and led yearly taskforce improvement programs
- Participated as part of the core team Developing, Testing and Implementing the GMS2.0 system being used to process grants, streamline programs, collect data and optimize customer experience, which increased the number of users by 110% over 2 years
- Identified enhancements for Grants Management System and assisted IT vendors in testing and update releases, resulting in over 450 enhancements over 2 years
Education
Bachelor of Arts - Nonprofit Management And Global Studies
North Park University
Chicago, IL05-2016
Skills
- Product Adoption & Expansion
- Revenue Optimization
- Churn Risk Mitigation
- Data-Driven Account Planning
- Cross-Functional Influence
Process Development & Scalability
Remote Stakeholder Management - Operations Oversight
- Client Relations
- Solution Development
- Planning and Implementation
- Microsoft Office Expertise
- Program Management
- Staff Management and Development
- Office Administration
- Project Coordination
- Strategic Planning
Timeline
Lead Specialist
Mediavine
06.2023 - Current
Program Coordinator
Housing Counseling Services
11.2021 - 06.2023
Patient Services Operations Manager, Full-Time
American Kidney Fund, AKF
06.2016 - 11.2021
Bachelor of Arts - Nonprofit Management And Global Studies
North Park University