Marcela Albertini

Bynder is the fastest way to professionally manage creative files. Teams get on the same page for real-time collaborative edits and approvals, easy file sharing and storage, auto-formatting for channels and file types - it provides one central hub for all company materials and messaging. With company creative at your fingertips, your next big idea is a click away. As an Enterprise Customer Success Manager at Bynder, I drive value realization, adoption, and ROI for enterprise customers through strategic consultation and trusted advisory relationships. I collaborate cross-functionally with Sales, Product, and Partner teams to align Bynder’s Digital Asset Management (DAM) solutions with customer goals. My role focuses on integrations across tech stacks, executive business reviews (EBRs), and developing success plans with measurable outcomes to ensure customers maximize their investment in Bynder and thrive through creativity.

- 10-15 Enterprise Customers $200K ARR and above / valuable industry logos - responsible for $4M above 85% retention rate - Build a strong relationship and support the adoption and growth opportunity of Secure Code Warrior’s most valuable Customer base (finance, telecommunication and technology companies with thousands of SCW end-users) - Foster a positive team culture and participates in team development including hiring, onboarding and enablement - Lead transition from sales to implementation by providing training, support, guidance and best practices to customers as they deploy and adopt SCW across their business. - Educate customers about new features, capabilities and generate interest and demand through business reviews, roadmap sessions, training workshops or informing of ways to collaborate with our marketing team. - Assist in creating scalable, reusable assets (sales tools, trial/pilot or deployment related) to further enable our business to scale customer volume and our customers to be increasingly self-sufficient and successful. - Collaborate effectively with the sales, product and support teams to provide timely product feedback, as well as to serve as an internal customer advocate anticipating any issues that would prevent renewal and satisfaction

- Acted as main strategic partner and advisor for Third Party Risk Management program - Developed strategic and tactical vendor program collaborating with CISO / director level - Was responsible for onboarding, adoption, program operationalization and long-term scale as well as expansion of program collaborating with managers / analyst - Worked closely with Account Executive team to indicate account expansion opportunities as well as renewal pulse and bi-early Executive Business Reviews - Collaborated internally with various teams : Product, Engineering, Support and Marketing to provide customer feedback, feature requests, opportunities for engagement and facilitate internal customer initiatives and participation. - Was responsible for 30 Enterprise clients ***CSM enablement / new hire onboarding: - Revamped new hire onboarding process 30-60-90 days - Defined training / mentorship program for new hires - Defined CSM engagement cadence as well as created internal collateral documentations and communication strategies to facilitate team’s knowledge and collab between departments.

- Developed customer relationships and managed enterprise book of business to result in continued revenue generation and high levels of customer satisfaction - Performed ongoing analysis of customer engagement and took the necessary measures to increase product usage and adoption - Maintained effective communication with customers, sales executives and other sales support team members - Lead, coach team on customer success best practices and empower the CS team to be successful in their roles - Fostered a positive team culture and participate in team development including hiring, onboarding, enablement and career development - Collaborated with cross-functional teams to ensure visibility and alignment - Provided shorter implementation cycle providing clients with a swift return on investment.

Responsible for high-level relationship management and acts as client liaison during delivery of a professional services engagement or an outsourced solution. Strategically focused and responsible for client satisfaction, maintaining client communication, and the overall management of the client relationship. Works to grow the client relationship by identifying new business opportunities. Works with delivery team to execute on contract terms and conditions and to ensure on-time delivery of projects that support the client’s business. Retention is a key metric. • Own and drive the entire onboarding and adoption assignment ranging from new business to renewal phase (day 0-270) by completing a variety of check-in calls, and feature usage monitoring. • Onboard new customers to ensure they get off to a quick start using the product(s) and work through any early technical challenges or questions. • Effectively identify accounts which may be at risk and develop a strategy to mitigate it. • Increase product adoption and usage by contacting customers to understand their business and help them leverage all the features and functionality that our products have to offer. • Uncover additional opportunities for the sales team, and ensure customer satisfaction by understanding key customer health metrics.

User Services Representative • Contribute to the overall growth of the company by combining outstanding service with business acumen • Generate new and renewal sales by determining user requirements and recommending appropriate products and solutions / Achieve sales quota • Social Media Team member • Winner of Customer Care 2015 challenge – Product Manager Project How to improve customer‘s experience or target missed / business opportunity through a new/updated feature. Project consisted of: Analyze buying behavior through qualitative and quantitative research methods Developed Epic technical stories and Design sprint Create written content to educate and train User Services on new feature Tech Engineer (Portuguese & English Market) • Effectively interact with users of all technical skill levels to assess severity level and define, research, and resolve issues and questions quickly and accurately • Troubleshoot network environments to include working with various operating systems, firewalls, routers, custom product configurations, and API integrations. • Assist with the implementation of product solutions, and advising customers on benefits of LogMeIn product features IAM Growth Team – Product Special tactics team that specifically focuses on several areas that include but are not limited to in-trial onboarding, post-purchase onboarding, overall customer experience, feature tracking, and bug fixes across all products • Work close with regularly interact with the Product team in a more formal setting and bring some of the most common issues and feature requests to their attention. • Provide timely updates to users, colleagues, and management on the status of outstanding issues • Convey user feedback to appropriate business areas such as Marketing, Product Management and Development.

I works with our UX Researcher several hours a week to provide a connection between the Customer Success Managers and User Experience Research; specifically for recruiting existing customers as participants for research activities and helping moderate and run study sessions. These activities provide data to product management to help inform product decisions for join.me going forward.

I lead and manage social marketing campaigns on Facebook, Twitter, Pinterest and Linkedin. I work close with the development team to ensure social media best practices are being followed, as well as effectively monitor benchmarks for measuring the impact of social media efforts. I also share feedback and insights gained from social media monitoring to help evolve SplashScore strategies.

- Responsible for generating qualified customer leads through content marketing initiatives - Planned and produced 3-4 premium content offers per month that supported lead-gen goals - Promoted content offers through social media channels and email marketing campaigns - Analyzed the success of content and adjusted strategy accordingly - Skills: Photoshop, Content Management Systems (Wordpress)

I work passionately on adding to the agency as creative team member. 
We work close with our clients in order to better their brand identity and strategies. To be more specific on how I fit in, these are some of the projects under my responsibility: 

 • Manage clients Social Media
 • Project Design
 • Research for client’s 
 • Press Release/Copy Writing
 • Online Marketing
 • Clips/Pitches

You know what are the basic tasks of an Administrative Assistants right? The learning experience I took from this job is what it makes it worth of adding it to my resume: • I had the chance to become proficient on Quickbooks • Steeped up my game on business management as I was the one and only person in charge of the entire office and all employees. • I was exposed to a lot of decision making process. Learned how to work with client’s expectations versus the executable power we actually had. • It prepared me to see the business from the owners prospective and made my personal communications abilities stronger.

Citizens Bank gave me an opportunity to assure that even with my Business background and a passion for management, the finance world is not for me! Although, was an amazing experience to extend my marketing skills, learn how to create a strong relationship between a brand (bank) and its consumers (clients), and truly work as a team member in order to excel our goals! • Actively market bank products to customers and potential customers • Cross-sell bank products to enhance existing customer relationships • Close sale by engaging prospect in a banking relationship. Refers customer to other bank resources as appropriate for additional sales and service issues • Accurately conduct all teller transactions in compliance with established bank policies and procedures • Deliver excellent service to all bank customers • Meet banker and teller sales referral goals and actively participates in sales promotions

Class explores the different processes and skills required to guide product development from ideation through execution and iteration in an Agile development environment. Learned the skills to: ‣ Do customer and market research to define an MVP to validate your project’s hypothesis and assumptions. ‣ Confidently lead an engineering team with a metric-driven product roadmap. ‣ Hone communication skills to win stakeholder buy-in for your strategies and proposals. Final Project: Worked as a Product Manager to develop build a new feature for Join.me, a existing product I currently support as a CSM. During the first half of the course, I guided Join.me to create the right feature for the right people whichi in my project was a combination of a couple of feature to solve multiple exinting issues and increase convertion rate. During the second half of the course, I practiced strategies to manage and monitor the usage, growth and economics of that feature.