PROFESSIONAL RESUME

Manisha Marberry

New York, New York

https://www.linkedin.com/in/manishamarberry

 

PROFESSIONAL OVERVIEW

 

Dedicated Customer Success professional with over 10 years of experience managing and growing client relationships in the social media and SaaS space. Proven ability to manage multiple projects and tasks simultaneously, while meeting challenging deadlines in a fast-paced and high-growth environment. An active learner and focused listener with strong interpersonal and leadership skills.

 

PROFESSIONAL EXPERIENCE

 

Sprinklr, Director, Customer Success                                                                                                    September 2014 – Present

  • Own the ultimate success of Sprinklr’s medium ($500K) to large ($1MM+) ARR customers, including post- implementation onboarding, product adoption, retention and growth

  • Manage $5.2MM in ARR and $600K in Services Revenue across 11 customers

  • Responsible for managing the renewal process and forecasting global pipelines and revenue targets

  • Identify and develop new opportunities for expansion across the customer’s business

  • Develop a trusted advisor relationship with customer key stakeholders and executive sponsors to fully understand

    customer's business strategy and measurements for success

  • Serve as customer advocate internally while effectively collaborating with internal, cross-functional teams

    including enablement, sales, marketing, engineering, legal and finance

  • Internal Gold Standard leader and selected to onboard new customer success hires

  • Proactively work with customers to deliver metric-based business reviews to senior-level decision makers with

    the goal of collaborating on KPIs and other objectives to ensure measurable success, increased adoption of

    technology, and value realization

  • Supported the development of Sprinklr’s award-winning framework of engagement that measures customer’s

    deployment, adoption and results achieved

  • Selected to speak at numerous Digital Transformation Workshops and Customer Success initiatives

     

Key Accounts: LG Electronics, Estee Lauder, NASA, AstraZeneca Pharmaceuticals, Michael Kors, Consumer Reports, and Raytheon

 

 

Branderati (Acquired by Sprinklr), Account Director                                                                November 2013 – September 2014

 

  • Hybrid role included both Account Management and Business Development

  • Account Management:

    • Primary client lead across key accounts, responsible for developing an effective working relationship, anticipating needs and formulating proactive solutions

    • Managed partners and other resources to ensure proper coordination of all social media program components and logistics

    • Worked effectively with cross-functional teams to develop strategic and tactical programming

    • Lead in the development of program overviews, training materials and training of new clients on the software

  • Business Development:

    • Responsible for early stage relationship building with new business prospects, including proactive outreach and hosting capabilities meetings with key brand and agency leaders

    • Primary lead on several PR agency partnerships, including FleishmanHillard, High Road Communication, M80, etc.

    • Responsible for the development, design and implementation of comprehensive multi-platform sales packages

    • Strategized and implemented effective sales and marketing strategies to ensure acquisition of new business

 

Key Accounts: Vogue Magazine and BRIDES Magazine

 

VaynerMedia, Account Supervisor                                                                                            November 2012 – November 2013

 

  • Lead the creation of programs, strategies, and campaigns from initial ideation through final delivery

  • Worked with agency departments to assure consistency across entire client relationship

  • Collaborated closely with teams to ensure relevant content was created and distributed across owned social channels

  • Utilized digital analytics tools to evaluate results on a weekly and monthly basis and report accordingly

  • Served as the lead coordinator for the Social Storyteller Accreditation Program in partnership with BuzzFeed

  • Supervised 4 accounts at a time, each with 4-5 team members

 

Key Accounts: Tequila Avión, Tropicana, Trop50, Sierra Mist, and Quaker Oatmeal

 

MRY (Formerly Mr Youth), Account Executive                                                                                August 2008 – November 2012                                                        

  • Managed and motivated over 150 brand ambassadors and multiple MRY team members for a variety of campaigns with benchmark-exceeding results

  • Developed and executed best-in-class strategic campaigns for both Fortune 100 and 500 companies

  • Identified potential business growth opportunities within current accounts, as well as brought in new business

  • Established key tactics for analytics integration and reporting for interpreting data and pulling relevant insights

  • Cultivated superior relationships with clients, resulting in continued partnerships

  • Liaised with multiple departments across the agency, implementing processes where needed for seamless communication

  • Experienced in creative brief and timeline development, as well as managing concepting brainstorms

  • Selected to manage all agency social media properties, building a community of over 15,600 fans

 

Key Accounts:

 

  • JetBlue: Established JetBlue as the premiere travel choice within the college market by cultivating brand evangelists

  • Ford: Developed partnerships with high-profile events in four main Northeast regions to engage consumers with the 2012 Ford Focus, while simultaneously managing all social media properties and efforts

  • Ann Taylor: Launched multiple Ann Taylor Style for Students campaigns, noted as Ann Taylor’s most successful online property to-date

  • Coca-Cola: Executed numerous online and offline activations at over 50 college campuses nationwide, which survey results show generated brand love and loyalty

  • Microsoft: Increased purchase intent and awareness amongst the college female demographic, followed by supporting the launch of the Kinect for Xbox 360

 

Additional Accounts: Macy’s, LG Mobile, BlackBerry, and Schick Hydro

 

EDUCATION 

 

University of Oregon                                                                                                                         September 2004 – June 2008

Bachelor of Science, Psychology

Minor Degree, Business and Marketing

 

PROFESSIONAL AWARDS & AFFILIATIONS                 

 

  • Out of 255 campaigns submitted, selected as a Top 5 Social Media Influencer Award Finalist (2010)

  • Out of 350 campaigns submitted, selected as a Top 20 Social Media Influencer Award Finalist (2011)

  • Member of United Women in Business, Advertising Women of New York, Women in Media Mentoring Initiative, Word-of-Mouth Marketing Association, Advertising Club of New York and Social Media Society

  • Volunteer with New York Cares, Project Sunshine, Publicolor, The TEAK Fellowship, and The Church of St. Joseph Soup Kitchen

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