Edyta Marek
Senior Customer Success Manager
Barcelona
Summary
Dynamic Senior Customer Success Manager specializing in SaaS solutions, renowned for driving client success and fostering enduring partnerships. Proven track record of achieving remarkable retention rates, implementing tailored strategies, and elevating customer satisfaction. Proficient in Salesforce, Gainsight, and HubSpot, with fluency in Polish, English, and Spanish(intermediate). Ready to deliver impactful results and elevate customer success in any environment.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Senior Account Manager (EMEA)
NPAW
Barcelona
11.2022 - 02.2024
- Forged and nurtured robust relationships with customers and their C-level executives, resulting in an impressive 25% increase in customer retention and upsell rate.
- Achieved a 95% customer satisfaction rating by helping resolving customer's issues promptly and efficiently.
- Enhanced the customer onboarding process to focus on individual customer needs, designing tailored onboarding experiences, and conducting 50+ product training sessions, ultimately leading to an increase in platform understanding and utilization among clients.
- Implemented a meticulous communication strategy for introducing new features to customers, providing ample preparation time for their teams, and consequently boosting customer satisfaction by 60%.
- Collaborated with international teams, ensuring alignment with client requirements and enhancing product roadmap relevance.
- Established the "Social NPAW-er" committee group to enhance social cohesion within NPAW, fostering cross-team collaboration, and facilitating meaningful connections through organized activities such as volleyball, hiking, and social gatherings, thereby cultivating a vibrant and inclusive workplace culture.
- Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
- Coordinated efforts across teams to ensure the seamless delivery of products and services to clients.
- Conducted regular reviews of each managed portfolio's performance against objectives/targets, taking corrective action as necessary if any shortfalls were identified.
Senior Account Manager (EMEA)
JW Player
London
09.2019 - 10.2022
- Attained a remarkable 97% client retention rate through proactive account management and the implementation of tailored solutions, resulting in a significant reduction in churn rate and solidifying enduring partnerships with valued clients.
- Developed and implemented a structured framework for Quarterly Business Reviews, conducting team training sessions to ensure effective utilization, resulting in a significant 15% increase in customer success rates and bolstered retention rates.
- Increased revenue by 30% through successful negotiation of contract renewals and upselling additional services.
- Designed and executed a comprehensive customer onboarding and training session plan utilized by over 60 customers, resulting in a notable 40% enhancement in client satisfaction scores.
- Established streamlined communication channels and collaborative processes among departments, resulting in a 15% reduction in client issue resolution time through expedited problem-solving and efficient cross-functional coordination.
- Initiated remote coffee break meetings during the challenging times of the pandemic to provide support and solidarity to colleagues, fostering a sense of togetherness and closeness despite physical distance.
Account Manage (EMEA)
Adloox
London
04.2018 - 09.2019
- Collaborated with cross-functional team members to develop and implement a retention strategy, resulting in a notable 20% increase in the retention rate, showcasing the effectiveness of teamwork and strategic planning in bolstering client loyalty and long-term partnerships.
- Improved client satisfaction scores by 25% through personalized support and strategic guidance.
- Forged a dynamic collaboration between M6 Agency, leading brands, and Adloox, resulting in significant productivity enhancements across companies.
- Successfully managed a portfolio of accounts generating €3 million in annual revenue.
Account Manager (Contract)
Social Blue
London
12.2017 - 04.2018
- Strategically increased client retention by 20% through targeted service offerings and campaign optimizations.
- Achieved a 30% improvement in lead generation campaign performance for clients through data-driven analysis and strategy adjustments.
- Successfully presented advertising strategies to 15+ prospective clients, resulting in a 40% conversion rate.
- Monitored and analyzed customer feedback to identify opportunities for improvement.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
Account Manager (EMEA)
TransPerfect
London
08.2016 - 12.2017
- Managed accounts generating €3 million in annual revenue, exceeding sales targets by 15%.
- Improved client satisfaction scores by 25% through proactive communication and efficient issue resolution.
- Implemented process improvements resulting in a 20% increase in team productivity.
- Conducted regular account reviews to identify areas for improvement and ensure continued success
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients
Account Manager (Contract)
Mediabong (Vuble)
New York
12.2015 - 08.2016
- Cultivated relationships with 50+ publishers and advertisers, resulting in a 30% increase in platform usage.
- Developed and executed tailored advertising strategies leading to a 25% improvement in client ROI.
- Coordinated with operational and technical teams to ensure seamless service delivery and client satisfaction.
- Met existing customers to review current services and expand sales opportunities.
Marketing Intern
Third Channel
Boston
06.2014 - 11.2015
- Recruited and trained 100+ on-campus agents, expanding brand representation in stores nationwide.
- Analyzed marketing campaigns, leading to a 20% increase in store performance and agent engagement.
- Increased brand awareness by 30% through targeted email marketing and social media campaigns.
- Participated in brainstorming sessions, contributing fresh ideas that led to innovative marketing initiatives.
- Tracked campaign performance metrics, identifying areas for improvement and adjusting strategies accordingly.
- Created customized marketing materials to increase product awareness.
Education
Bachelor of Science - Business Management
Bay State College
Boston, USA 09.2013 - 06.2015
Bachelor of Science - International Relations
WSB Schools of Banking
Poznan, Poland 10.2007 - 06.2010
Skills
ComScore, Seller Crowd, Salesforce, Gainsight, HubSpot, SalesLoft, Sugar, Pipedrive, MS Office, Photoshop, LinkedIn Navigator, Jira Software, SurveyMonkey, Mondaycom, Confluence, Trello, Google Analytics, CSAT, Zendesk
Language: Polish (native), English (fluent), Spanish (intermediate)
Teamwork and Collaboration
Multitasking
Analytical and Critical Thinking
Customer Account Management
Training and mentoring
Customer Relationship Building
Negotiation
Process Improvement
Timeline
Senior Account Manager (EMEA)
NPAW
11.2022 - 02.2024
Senior Account Manager (EMEA)
JW Player
09.2019 - 10.2022
Account Manage (EMEA)
Adloox
04.2018 - 09.2019
Account Manager (Contract)
Social Blue
12.2017 - 04.2018
Account Manager (EMEA)
TransPerfect
08.2016 - 12.2017
Account Manager (Contract)
Mediabong (Vuble)
12.2015 - 08.2016
Marketing Intern
Third Channel
06.2014 - 11.2015
Bachelor of Science - Business Management
Bay State College
09.2013 - 06.2015
Bachelor of Science - International Relations
WSB Schools of Banking
10.2007 - 06.2010