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Experiencia
- Self EmployedCustomer Success & CRM Strategy ConsultantE-COMMERCEagosto de 2024 - Hoy (1 año y 10 meses)Madrid, España• • Independently source, sell, and manage a portfolio of 3–5 concurrent freelance clients, serving as their ongoing strategic partner for customer success, CRM architecture, and growth-building long-term relationships rooted in trust, reliability, and measurable results• • Advise clients on customer success roadmaps, CRM strategy, and emerging opportunities in AI-powered optimization, security best practices, and data privacy (GDPR)-translating complex, evolving technology landscapes into clear, actionable strategies tailored to each client's business goals• • Conduct customer journey audits identifying engagement gaps, churn indicators, and expansion opportunities; developed segmented re-engagement programs increasing customer retention 5% for LFG Realty• • Build performance dashboards (Power BI, GA) tracking adoption KPIs, customer health scores, and growth opportunities-translating data into compelling narratives that demonstrate ROI in stakeholder reviews• • Deliver end-to-end client value across Salesforce and marketing automation platforms, from strategic planning through implementation-consistently retained by clients as a trusted, go-to advisor across multiple engagements
- Bounteous x AccoliteSr. Account Director (Customer Success)AGENCIAS DE SUBCONTRATACIÓNseptiembre de 2020 - agosto de 2024 (3 años y 11 meses)Dallas, Estados Unidos• • Served as primary strategic advisor to enterprise customers including Dutch Bros, Carl's Jr., Hardee's, and Tropical Smoothie Café-proactively defining success criteria and building engagement plans aligned with each customer's business objectives• • Led cybersecurity incident response for Dutch Bros during multiple phishing attacks targeting loyalty app credentials: assembled and directed cross-organizational tiger teams including C-Suite, VP stakeholders, SSO partners, and platform vendors to achieve rapid resolution and protect customer data• • Partnered with IT departments and internal agency teams on 24/7 security monitoring, GDPR/data privacy compliance, and risk mitigation strategies across enterprise customer ecosystems• • Delivered $5.4M incremental revenue growth for Tropical Smoothie Café through lifecycle optimization and segmentation strategy-demonstrating tangible ROI in executive business reviews• • Managed enterprise SaaS platform adoption and CRM implementations (Braze, mParticle) for global brands, guiding customers through deployment campaigns optimized for high engagement and behavioral change• • Developed and optimized a QBR playbook that transformed executive business reviews from routine check-ins into strategic selling moments-showcasing the agency's co-innovation model to graduate clients from individual project engagements to full agency-of-record (AOR) partnerships over 4–6 month cycles• • Championed the voice of the customer by synthesizing user feedback and sharing actionable insights with product and engineering teams to influence platform development priorities• • Directed cross-functional teams across strategy, engineering, analytics, and creative to deliver customer engagement initiatives-monitoring health scores and adoption trends to proactively address at-risk accounts
- Self EmployedDigital Marketing & Customer Engagement StrategistAGENCIAS DE SUBCONTRATACIÓNjunio de 2018 - septiembre de 2020 (2 años y 3 meses)Dallas, Estados Unidos• • Supported Salesforce CRM implementations and adoption strategies for enterprise organizations, ensuring customers realized full platform value through structured onboarding and training• • Designed lifecycle engagement frameworks driving 15% incremental revenue growth for the American Heart Association by aligning campaign strategy with customer outcomes• • Built segmentation and automated lifecycle programs to improve customer engagement, retention, and long-term advocacy
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Formación
- Bachelor of ScienceBoston UniversityBachelor of Science