Tracie Wilson
Summary
Building relationships and rapport with customers to help them achieve their goals is what I value most in my career. My strategic problem solving skills and data driven mindset allow me to be adaptable and find new opportunities and solutions within my day to day role. I enjoy collaborating across teams and coming together to work towards a common goal. I am passionate about customer centricity and take great pride in fostering a community where customer needs and opportunities are valued and acted upon. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
8
8
years of professional experience
Work History
Customer Success Manager
AdRoll
01.2020 - Current
- Manage a book of 200+ AdRoll customers at varying lifecycle stages in the MarTech space, developing and optimizing SaaS+ Media strategies focused on growth
- Work closely with customers to foster and maintain relationships ensuring they're receiving the tools and support needed to achieve their goals
- Help customers to define KPIs, advising on strategy and campaign optimizations
- Provide a foundation of education to ensure success with the platform
- Communicate and collaborate customer behaviors and insights to the sales, marketing, and product teams
- Lead project management within the CSM team to create playbooks/ content for success plans and educational video initiatives
- Worked closely with customer and community marketing to help facilitate Shopify Store Digital Workshop Event Series by; collaborating on invitation copy and slide deck creation, give input on discussion outline/fireside questions, define engagement strategy for Sales and CSM teams, present workshop slides, completed Q&A with customers, and collaborated on follow up strategy.
- Worked closely with customer and community marketing on the holiday marketing thought leadership asset by; collaborating on outreach copy, and facilitating communication between CSM and AM teams in order to foster participation with customers.
- Worked closely with lifecycle marketing on win-back campaign outreach and execution. Attend weekly lifecycle meetings to provide insight and feedback on current initiatives.
Small Business Account Manager
AdRoll
02.2018 - 01.2020
- Managed book of business of 150 plus accounts
- Built long-term relationships with customers in order to drive revenue growth and retention across new product offerings and solutions
- Provided strategy and optimization support to ensure success within the platform
- Ensure seamless transitions of accounts through collaboration of sales teams.
Inbound Specialist
AdRoll
05.2015 - 02.2018
- Managed book of business 150+ clients, obtaining 2 day follow up of 90% of leads and close rates
- Drive revenue growth through new product offerings and solutions
- Educate prospects and develop solutions for their needs using AdRoll's advertising solutions
- Ensure seamless transitions of accounts through collaboration of sales teams.
Education
UNLV
2008
Skills
- Excellent written and verbal communication skills
- Well versed in Marketing Strategy and campaign optimization
- Proficient with data management and CRM tools such as Google Sheets and Docs, Salesforce, Tableau, Zendesk, and Gainsight
- Advanced knowledge in Ad tech and Mar Tech industry, e-commerce businesses, and social media
- Experienced with collaborative efforts across teams
- Accomplished in customer relationship management
- Revenue Growth
- Marketing Materials
- Account Management
Timeline
Customer Success Manager
AdRoll
01.2020 - Current
Small Business Account Manager
AdRoll
02.2018 - 01.2020
Inbound Specialist
AdRoll
05.2015 - 02.2018
UNLV
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