Sarah A.

About

Accomplished Client Success Manager with over 8 years of experience in Client Success Management and Digital Marketing, driving customer satisfaction, product adoption, and business growth. Adept at building and nurturing strong client relationships, identifying upsell opportunities, and mitigating churn risks. Skilled in collaborating with cross-functional teams, including sales, finance, and product development, to deliver seamless client experiences, crafting and overseeing small to large end-to-end integrated marketing campaigns across various channels to achieve business objectives. Recognized for proactive problem-solving, exceptional communication, and a client-centric approach that ensures the highest levels of customer satisfaction and loyalty. Proven ability to act as the voice of the customer, influencing product roadmaps and strategic initiatives to enhance overall client success.

Experience

• Senior Client Success Manager (Account & Campaign Manager) · The Transform Network2023-01-01 –

  • Develop and maintain robust relationships with assigned accounts, business users, and key influencers to ensure high client satisfaction, product adoption, and account reference-ability. • Collaborate with onboarding team to ensure seamless transitions for new customers post-go live, resulting in a 20% increase in customer satisfaction and a 15% reduction in onboarding time. • Collaborate with marketing team in development and execution of marketing strategies and integrated go-to-market plans, ensuring timely execution within budget. • Develop digital content marketing plans resulting to increased online engagement by 35% and doubled membership subscriptions by 92% within six months. • Maintain a zero-churn mindset by proactively monitoring client satisfaction, product usage, and adoption to mitigate potential churn risks. • Improved client NPS scores by 20% through effective relationship management and proactive support. • Oversee the delivery performance of ad campaigns and collaborate with clients on essential optimization tactics.

• Client Solutions Lead - Digital Marketing & Communications Manager · SaskEnergy2022-06-01 – 2022-11-01

  • Led the development and execution of effective communications and marketing strategies for SaskEnergy's Safety Awareness and Efficiency campaigns, along with various projects, programs, product launches, and events, achieving key business goals. • Worked with the sales team to identify and drive upsell opportunities for new products, licenses, and partner integrations resulting in 32% increase in revenue. • Supported internal stakeholders with client communication, product updates, scheduling meetings, documenting business requirements, feature requests, and satisfaction surveys. • Maintained up-to-date client contact information, meeting notes, emails, and communications in Salesforce. • Collaborated with SEO specialists and customer journey managers to develop and execute digital marketing plans, including paid media, SEO, and SEM strategies, enhancing page relevancy, content, customer experience, and digital sales performance. • Created and managed campaign budget to allocate funds for digital marketing plans, (which included video and audio productions, TV & Radio interviews, paid, digital ads, and billboards). • Led reporting of campaign reports and tracked digital media marketing metrics and the company's website traffic using Google Analytics to determine ROI, generate leads and ensure they aligned with marketing KPIs.

• Digital Marketing Manager · Lofty Heights Inc.2021-07-01 – 2022-06-01

  • Executed strategic partnerships that aligned with company brand values to enhance brand awareness resulting in 20% increase in user acquisition. • Conduct weekly Pipeline meetings and feedback loops with Sales Partners to align on upcoming launches and monitor active campaign performance. • Ensured unique feature requests and custom delivery projects were appropriately identified and executed with internal stakeholders. • Created and managed engaging digital content across all multimedia and social media channels for diverse audiences and promotional campaigns, resulting in high demand, conversion, and retention rates. • Developed and monitored ads on Instagram and Facebook accounts to increase following and consumer traffic to the website by 32%.

• Client Solutions Advisor · CIBC2020-01-01 – 2021-07-01

  • Deliver exceptional client experience for both new and existing CIBC clients by engaging in meaningful conversations and asking relevant questions to develop an in-depth understanding of customers financial needs, build customer loyalty, providing solutions and resolving issues. • Collaborated with customer satisfaction on sales targets during marketing campaigns, leading to an increase in team sales by 35%. • Worked directly with Product managers and directors to understand client business objectives and advise on the application of CIBC’s Client solutions to meet those objectives. • Acted as the voice of the customer, influencing CIBC’s product roadmap to enhance the customer experience.

• Customer Success and Digital Marketing Manager · TM2014-03-01 – 2020-01-01

  • Supported clients through onboarding and platform adoption, continuously advising on new solution opportunities as their business grew. • Utilized strong writing skills to create and edit websites, social media, e-newsletter content, and all written documentation to improve brand visibility and manage online reputation. • Developed account strategies to drive digital payment adoption and customer engagement. • Built and maintained relationships with key partners, driving a 20% increase in recurring revenue. • Applied search engine optimization (SEO) strategies to increase ad revenue, drive website traffic and improve time on site resulting in a 20% increase in website traffic and a 15% improvement in conversion rates.

Education

• University of OttawaBachelor's degree (Honors), Communication and Media Studies

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