- Cooking
- Gym Workouts
Terrence Wakai
Chicago,Illinois
Summary
Results-driven Customer Success professional with 15+ years of experience in enterprise SaaS implementation and customer training. Led onboarding processes, driving platform adoption and ensuring successful go-live for enterprise clients. Provided ongoing guidance and support to enhance customer retention and success. Collaborated with cross-functional teams to address challenges and optimize onboarding experiences.
Overview
24
24
years of professional experience
Work History
Activation Specialist
XR Extreme Reach, Inc.
01.2024 - Current
- Served as the primary point of contact for enterprise advertising clients, managing campaign updates, revisions, estimates, and ensuring successful execution from launch through completion.
- Supported account operations through contract administration, job quoting, invoicing, purchase order management, and client reporting, ensuring financial accuracy and satisfaction.
- Acted as the primary point of contact for enterprise advertising clients, managing campaign updates, revisions, and estimates for successful execution from launch through completion.
- Partnered with agency teams to maintain accurate campaign orders, provide budget estimates, and proactively resolve issues to keep projects on track and within budget.
- Collaborated cross-functionally with production and operations teams to ensure all creative assets met broadcast quality standards and were approved prior to airtime.
- Supervised Activation Coordinators on end-to-end order processing, ensuring accurate order entry, tracking, issue resolution, and on-time fulfillment for client projects.
- Drove operational excellence by managing multiple concurrent campaigns while maintaining accuracy, meeting deadlines, and delivering a high level of customer service.
- Cultivated trusted client relationships through proactive communication and status updates, facilitating campaign success and fostering long-term satisfaction.
- Managed multiple concurrent campaigns, maintaining accuracy and meeting deadlines while delivering exceptional customer service.
Client Manager
DG, Inc.
01.2007 - 01.2014
- Partnered with clients to develop and implement customized success strategies, enhancing platform adoption and streamlining operations to align with business objectives.
- Managed portfolio of client accounts, fostering long-term relationships through proactive account management and issue resolution to ensure continuous value realization.
- Developed and maintained strong client relationships to enhance satisfaction and retention.
- Analyzed client feedback to identify areas for service improvement and implement strategic solutions.
- Coordinated project timelines and deliverables, ensuring alignment with client expectations and internal resources.
Account Coordinator
DG, Inc.
01.2003 - 01.2007
- Managed portfolio of SMB accounts, fostering strong client relationships through proactive communication and responsive support to enhance client satisfaction.
- Oversaw complete order lifecycle in enterprise SaaS platform, ensuring accuracy, compliance, and timely delivery of TV and radio advertising creative assets to national broadcasters.
- Coordinated client communication to ensure timely updates and satisfaction.
- Managed project timelines and deliverables across multiple accounts.
- Developed process documentation to streamline account management procedures.
Education
BA - Sociology
Northeastern Illinois University
ChicagoMS - Marketing Communication
Illinois Institute of Technology
ChicagoSkills
- Customer Onboarding
- SaaS Implementation
- Customer Success
- Platform Adoption
- Customer Retention
- Customer Health Monitoring
- Customer Training
- Product Adoption
- Enterprise Account Management
- Relationship Management
- Cross-functional Collaboration
- Technical Troubleshooting
- Executive Stakeholder Management
Interests
Timeline
Activation Specialist
XR Extreme Reach, Inc.
01.2024 - Current
Client Manager
DG, Inc.
01.2007 - 01.2014
Account Coordinator
DG, Inc.
01.2003 - 01.2007
MS - Marketing Communication
Illinois Institute of Technology
BA - Sociology
Northeastern Illinois University