Brianna Hope

Muck Rack

Sep 2022 – Present

remote

Enterprise Onboarding Specialist

Manage customer onboarding, facilitating integration with existing client systems and seamless transitions. Assess existing client systems and usage patterns, define requirements for successful onboarding, and tailor solutions that meet business objectives. Stay informed on updates and enhancements and collaborate with sales, customer support, and development teams to align on customer solutions. Perform quality assurance checks and gather feedback to pinpoint strategies for enhancing product and service offerings. Generate reports highlighting potential churn risks and optimization, expansion, continuous improvement opportunities. ● 89% retention rate for enterprise beginning of business (BOB clients), generating $1.2M in revenue gains. ● Achieved a 75%+ participation rate and a 90% completion rate. ● Developed a user-friendly onboarding process with tutorials, guides, and live training. ● Hosted daily client training sessions describing key platform features. ● Created and disseminated client surveys in middle and end of onboarding process lifecycle. ● Customized and optimized onboarding process based on individual client needs. ● Documented customer-specific best practices and procedures for client reference during and post-onboarding.

KASASA

Mar 2021 – Sep 2022

Remote

Marketing Specialist

Led multiple concurrent projects and cross-functional teams to develop effective marketing products and programs for financial technology and marketing services company. Gathered and analyzed data and conducted market, customer, and competitor research. Created, planned, and managed omnichannel marketing plans and campaigns based on data-driven insights. creating consistent brand messaging. Coordinated events and product launches and created website, social media, and advertising content. Established and measured KPIs, closely monitored website traffic, and generated reports. ● Increased website traffic by 120% within six months through strategic marketing, SEO best practices, campaign landing page optimization, and continuous testing. ● Improved click through rate from 0.5-1% and landing page conversions from 10-20% ● Augmented lead-generation through campaign planning targeting right audience segments.

Postclick

Oct 2020 – Mar 2021

Remote

Enterprise Customer Success Manager

Managed 25 BOB accounts valued at $1.6M for advertising insights platform. Onboarded and guided clients on platform usage and best practices. Performed needs assessments and collaborated with clients on strategic planning. Provided custom solutions aligning product usage with evolving business needs. Leveraged data and analytics to identify trends and insights for improvement. Partnered with sales, marketing, and product teams to ensure a cohesive, positive customer experiences. Provided training to facilitate adoption of new tools and technologies, ensuring clients optimized usage to derive maximum value. Gathered feedback and tracked KPIs to measure client success and satisfaction.

Workrise

Feb 2018 – Mar 2020

Austin, Tx

Customer Success Manager

Built and led a high-performance supplier onboarding team from ground up. Managed 60 to 70 enterprise accounts for leading provider of oil and gas supply chain solutions, including Chevron, Haliburton, BP, and Shell. Delivered exceptional customer experiences, ensured client satisfaction, and fostered enduring business relationships on a global scale. Key point of escalation for critical issues, mobilizing cross- resources to resolve customer concerns. Scrutinized agreements and prepared audits to verify accuracy and compliance aligned with industry regulations. Leveraged metrics and data to improve operational efficiency and quality of execution. Monitored account health and presented updates to stakeholders. ● Streamlined onboarding process by adding workflows into database as tasks. ● Exceeded monthly and quarterly growth targets by an average of 20%. ● Developed and presented onsite and remote training to C-Level executives to demonstrate value-proposition. ● Conducted internal audits to ensure processes and activities complied with regulatory requirements.

Skills