Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Emily Martin

Dallas

Summary

Dynamic, self-motivated Client Services executive with over 20 years experience in client facing role. Skilled in onboarding new clients, training, online webinars and problem solving. Target market expert. Adept at leveraging technology to streamline business processes. Skilled at establishing rapport and building long term relationships. Empathetic, adaptable in managing ongoing technology and industry changes.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Vice President Client Services

Business Wise Inc
11.2013 - Current
  • Onboard & Train Customers – Ensure a smooth transition by guiding new customers through the setup, adoption and best practices for using our prospecting and marketing platform.
  • Support Customer Inquiries – Organization go-to expert, providing timely responses and best practice solutions; effectively managing 30-40 customer requests per day.
  • Cultivate long-term relationships, driving retention, loyalty, and revenue growth. Ability to build rapport and to work effectively with C-level and end users.
  • Proactively drive a culture of continuous learning and improvement within the support team
  • Leverage technology to automate workflows and streamline processes, increasing productivity and cost savings across the organization.

Director of Client Services

Business Wise Inc
04.2004 - 12.2012
  • Interacted daily with clients, providing coaching to quickly solve problems, and alleviate usage issues. Handled approximately 20-30 support requests per day.
  • Surveyed existing clients to obtain valuable feedback on usage and process pain points.
  • Survey information used for upsell opportunities and product development.

Research Director

Business Wise Inc
09.1998 - 04.2004
  • Oversaw all research operations for Metropolitan Atlanta and Charlotte area business directories.
  • Hired, trained and managed 25 remote research staff in the collection and documentation of detailed demographic data.
  • Streamlined research processes resulting in 30% improvement in efficiency.

Education

Bachelor of Arts - Psychology

LaGrange College
La Grange, GA
03-1984

Skills

  • SaaS Training
  • Onboarding and coaching
  • Boosting client participation
  • Analytical problem-solving skills
  • Client relationship management
  • B2B market segmentation expertise
  • Results focused and achievement oriented
  • Effective coordination and leading virtual teams
  • Tailored presentation techniques
  • Customer and employee rapport
  • Effective written and verbal communication

Certification

Effective Problem Solving

TrainingExcellence.org Feb 2012


Building Your Leadership Potential

TrainingExcellence.org Nov 2011



Timeline

Vice President Client Services

Business Wise Inc
11.2013 - Current

Director of Client Services

Business Wise Inc
04.2004 - 12.2012

Research Director

Business Wise Inc
09.1998 - 04.2004

Bachelor of Arts - Psychology

LaGrange College

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Emily Martin