DIRECPATH, LLC/ GigaMonster
Community Experience Manager
March 2016 — Present
As a part of the Community Relations and Marketing department, I am responsible for reaching goals in relationship management, subscriber acquisition/retention, and other marketing initiatives within a territory of properties served by the company. This role directly drives and grows business within all accounts and territories.
-Revamped the entire management process across 35+ accounts, increased profitability and acquisition/retention rates, resulting in a net increase of $3M in the most recent fiscal quarter.
-Acted as the primary resource to existing client base. Fostered and maintained client relationships by planning, conducting telephone calls and in-person visits with client representatives, officials, or decision makers.
-Provided client on-site consulting representation and training including computer program in-servicing, enrollment meetings, and Q&A sessions.
-Educated and updated clients on procedural, technological, compliance and regulatory changes affecting workflow, pricing, technology and service.
-Responsible for delivering the contractual results and growth for the client around the forecast, metrics, specific product lines, staffing and operations, customer service, developing and implementing product / service standards.
-Obtained a detailed understanding of clients' internal processes and workflow to enable better service delivery and enhanced client relationships.
-Created effective meeting agendas in order to capture appropriate client information, needs, and concerns.
-Analyzed monthly KPIs to help enhance accounts across the company.
-Developed and planned programs, within budget, by evaluating current competition, developing new markets, using past trends and current future promotions
-Identified and delegated roles across marketing, customer relations, and business development departments.