chris hecklinger

* I managed some of our premier global enterprise clients like Norwegian Cruise Line, Urban Outfitters, Symantec, Carhartt, Alienware (Dell) and Overstock.com, * Here are some of the activities I did on a daily basis to help achieve a 95% retention rate. * Oversaw client on-boarding, implementation, launch, pilot period, and ongoing program * optimization. * Optimize clients live chat program (Conv Rate, AOV, CSAT, Revenue, A/B Testing, etc). Since many of our contracts had certain performance levels, I had to meticulously monitor program performance daily and pull levers (banner placement, banner messaging, banner timing, quality of chat employee, etc). * I developed deep partnerships with our program owners and executive sponsors * Since I was the first Client Success Manager, I training new CSM's * Assisted in pre-sales by performing product demos

* Adobe Strategic Account Manager (SAM) as well as an Account Manager for the Adobe Digital Marketing Suite. * Service North America as well as Latin America * Omniture Certified Retail Professional * Proficient in Adobe SiteCatalyst, Discover, Genesis, and DataWarehouse * Manage client relationships, escalations, contract renewals, projects * 2011 Adobe Sales Achiever Club

Client Success Leader / Corp Trainer / Implementation / Social Sales at EveryoneSocial

The Customer Success team seeks to provide a world-class customer experience from on-boarding to client relationships to customer support. We achieve this through customer feedback, enhanced communication, and being laser focused on the success of our customers.

* I head up our Client Success team at EveryoneSocial where we manage client on-boarding, training, program launch, program growth, and customer support. We pride ourselves on a 94%+ retention rate and healthy client upsell/growth. Our CS team is measured on our ability to renew clients, convert pilots, maintain happy and reference ready clients, and assist our clients achieve their program goals. * We achieve our goals by executing the following: * 1. Providing our clients with white glove type service and support. * 2. Understanding our clients employee advocacy goals and help them achieve them. * 3. Quickly addressing and resolving support related issues. * 3. Communicating the value of our products and services. * 4. Helping our program managers look like rockstars within their company. * 5. Being experts in the Employee Advocacy/Social field. * 6. Providing our clients with industry best practices to help drive program growth. * 7. Building relationships with our clients so it's like talking to an old friend.

I lead our Client Success team at EveryoneSocial where we manage client on-boarding, training, program launch, program growth, and customer support. We pride ourselves on a 94%+ retention rate and healthy client upsell/growth. Our CS team is measured on our ability to renew clients, convert pilots, maintain happy and reference ready clients, and help our clients achieve their program goals.

Activities and Societies: VP of School Radio Station, Surf team, Honors