Customer Success Manager (Project Manager) - Doxim - Suwanee, GA
(2021-01)
- Involved in new client on-Boarding. Collect the client data and submitted for set up of the account for invoicing and payment processing, postage escrows, work with the client to gather product specification information, set up the sftp for exchange of secure documents as needed, request quotes, purchase non-inventory materials as needed, create reports to be used for account management. Assist throughout the testing phase. Create account management and order processing notes and train the Custo
- Support the sales team during the sales cycle with client liaison and coordination of needed paperwork (MSAs & Schedules Statements of Work, Change Requests, etc.)
- Manage many recurring and adhoc accounts with heavy daily activity which involves ordering materials, monitoring inventory, requesting price quotes, work through the data processing and proof process, submit the orders to production, monitor for postage payment, assist with arrangements for mailing, shipping or client pick up. Act as customer champion liaison between all parties throughout the process ensuring exceptional customer satisfaction.
- Currently the sole implementor for a new breach customer. Liaison between the client located domestically and internationally and all Doxim departments. Work with the client and internal departments to cleanse their data and provide proofs for review with their legal departments. Submit orders to production. Manage the postage escrow account. Create and send various daily and monthly reports for job status, spend, create invoicing documents, and return mail reporting.
- Experience working in mail service provider industry to include understanding USPS rules and regulations.
Client Services Professional (Project Manager) - RR Donnelley - Atlanta, GA
(2010-01 - 2021-12)
- Procurement of print and related products, primary liaison and solution architect between customer, internal, external stakeholders and production facilities across multi-channel communication platforms.
- Present clients with unique solutions customized to meet their needs in a fast paced, must not fail environment. The production cycle includes price quotes, proofs, submit orders, track delivery, resolution of production and customer related issues that arise during the process.
- Guide the client in designing cost efficient, functional pieces which effectively market their products.
- Develop and implement solutions to system challenges meeting client ordering and billing requirements.
- Manage B2B ecommerce catalogs for proprietary and SAP Ariba systems which requires setup of the catalog, users and related systems for ordering of physical and digital products. On-going maintenance of catalogs.
- Manage warehouse inventory by setting up warehousing systems for receipt of shipments, monitoring receipts, resolving inventory errors and reducing unpaid aging inventory.
- Create and maintain work instructions for clients and internal use.
- Prepare and submit invoices weekly. Analyze unpaid invoices and take appropriate action to facilitate payment.
Project Coordinator - RR Donnelley - Austell, GA
(2005-01 - 2010-12)
- Represented RR Donnelley in production meetings, reviewed reports and projects with the client.
- Planned, implemented and supervised printing and kitting projects. Maintained lines of communication to ensure completion of projects on time and within budget.
- Produced extensive reports projecting future perfect binding business projects, which justified ROI of new equipment.
- Reduced monthly storage costs by identifying overage inventory and converting to print on demand.
- Provided all system administration for B2B ecommerce ordering system.
Account Specialist - RR Donnelley - Monroe, WI
(2002-01 - 2005-12)
- Provided extensive client services for accounts ranging from healthcare to financial institutions. Worked with customers, sales and manufacturing, managed inventory, generated price quotes, prepped copy, processed proof requests and entered orders.
- Traveled to regional sales offices, collaborated with field sales, office staff and clients to develop account profiles.
- Trained and mentored customer service center personnel attaining the accounts.
Various Positions in Order, Data and Account Management - RR Donnelley
(1996-01)
- Actively accepted five promotions and relocated within the company through its mergers and acquisitions holding various positions in order, data and account management.
