Tattiana Flinders

Enterprise Customer Success Manager

2021 – Present

• Responsible for ongoing engagement and success of current and future marketing campaigns • Created and presented quarterly business review with top-level executives at enterprise accounts • Developed a successful technological and services marketing strategy to ensure customer retention • Responsible for content syndication and programmatic display advertising programs for enterprise customers, championing the campaign process from beginning to end • Managed a team of customer success representatives to ensure all clients both enterprise and non-enterprise are receiving the highest level of customer service • Provided business, technical, and product knowledge in support of post-sales activities • Hosted virtual meetings with clients ranging from formal program reviews to end-user platform training. • Conducted training sessions for customers on how to use the company's products or services efficiently. • Identified opportunities for upsell and cross-sell services based on customers' usage data and preferences. • Utilized CRM software effectively to track progress and performance against goals set for each account. • Collaborated with sales, operations and product teams to ensure customer requirements are met. • Monitored customer success metrics such as renewal rate, churn rate, lifetime value. to measure effectiveness of services provided. • Implemented process improvements to streamline operations and improve efficiency of customer support team. • Implemented and developed operational standards, policies and procedures.

Customer Success Representative

2020 – 2021

• Onboarding new and existing non-enterprise clients and ensuring ongoing engagement and success of current and future marketing campaigns • Work in conjunction with global teams to ensure clients have 24/7 support • Responsible for escalation and solution of urgent matters • Expertise in SAAS platforms and the monitoring of campaign performance via other proprietary tools • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns. • Evaluated customer feedback regarding product and service quality and suggested improvements. • Worked closely with internal teams such as sales, marketing, and operations to ensure customer success.

Implementation Project Leader/ Customer Success Manager

2014 – 2020

• Facilitated all new client's onboarding process and implementation of American Express product offerings • Oversight of all client trainings to ensure successful use of products and retention of clients • Standardized new client training and implementation of product offerings to expedite onboarding process • Developed an improved travel interface system for onboarding to enhance the client experience • Managed existing clients' satisfaction to ensure annual enrollment • Outlined work plans, determined resources, wrote timelines, and generated initial budgets as part of project scope determination • Led and managed staff of team members engaged in administering complex IT infrastructure. • Created and implemented process improvement initiatives, leading to increased efficiency in project delivery. • Monitored progress against scope, budget and timeline objectives; identified risks and proposed solutions for mitigation. • Coordinated internal and external resources across multiple departments in order to achieve desired results.

Marketing and Event Consultant

2016 – 2020

• Guide companies on creating and managing social media marketing programs • Inform on strategic opportunities to reach target demographics and audiences • Correspond with brand influencers through events or trade shows to drive partnerships for clients • Consulted with clients on business issues and developed innovative proposals • Planned and executed events and marketing programs to increase qualified leads. • Created, managed, and monitored content across multiple social media platforms such as Twitter, Instagram, Facebook, YouTube, LinkedIn, Pinterest. • Tracked KPIs related to campaign goals such as reach, engagement, impressions

Private Wealth Management

2013 – 2014

• Managed clients to ensure all account information is timely and in accordance with all applicable federal and state laws • Upgraded the internal training manual for the Private Wealth Management Middle Office processes • Led strategic projects for unclaimed assets to be turned over to the state • Consulted with clients on business issues and developed innovative proposals.

Corporate Partnerships and Event Coordinator

2012 – 2013

• Worked with corporate partners to sponsor concerts, special events, and hockey games • Developed and analyzed customer surveys to better understand demographic target markets • Assisted in obtaining new corporate partners and VIP suite owners • Conducted quality assurance and performance audits • Accomplished tasks according to direction and instructions. • Gained experience, exposure, and knowledge of career-specific procedures and systems. • Developed strong organizational and time management skills by completing multiple tasks simultaneously. • Participated in client meetings and team discussions and offered feedback. • Made a final project presentation at end of internship to communicate findings, share learnings, and offer suggestions for improving program. • Edited, proofread, and wrote documents for different uses. • Identified potential areas of improvement within existing systems or procedures

International Business

2009 – 2013

Bachelor of Science (B.S.)

2009 – 2013

As our economies and markets become more global even local businesses are faced with a global influence. Employers need people with the skills, resources, and the cultural perspective to build effective, successful global business networks. With an International Business degree I am prepared for these opportunities.

Bachelor of Science (B.S.)

2011 – 2012

Study Abroad (France, Italy, Holland) • Construction of Capitalism – exploring the underlying relationship between economics and culture, examined the different cultural responses to contemporary economic issues