Jessica Niebuhr: Digital Account Manager in Laguna Beach, CA

-Managing over 100 clients through strong Customer Relationship Management (CRM) and collaborative project time management to build HTML5/CSS websites while enhancing their business online. -Overseeing the website design process and keeping constant communication flow between internal teams. -Training clients how to use our proprietary based software interface (SaaS), digital content management system, Ecommerce, SEO, Google Analytics and create social media marketing tools. -Responding to all incoming queue calls, answering complex questions via Zendesk and giving an effective and immediate response time for their website revisions. Coordinating all digital content from clients for their website over the phone or through email communication. -Honoring any ongoing customer service request after initial fulfillment. -Built 160+ websites on company’s software platform while achieving monthly sites live target.

- Developing strong relationships with our customer base in order to maintain a high level of customer satisfaction. -Managing the West Coast territory for existing customer sales - Forecasting subscription renewals, up-sells & cross-sells each quarter & meeting a monthly quota - Evaluating client needs and accurately presenting the most appropriate Kaseya solution for their technical environment - Renewing relationships with past buyers to drive future business - Answering inbound customer service phone calls - Working close with upper management, support & accounting for resolution of client inquiries - Assisting customers with product inquiries, renewals, quoting & pricing - Generating and maintaining quotes through company’s CRM (Salesforce.com & NetSuite) for existing SaaS or On Premise customers -Cold calling to potential lead accounts regarding their trial experience - Utilizing ShoreTel, NetSuite, Salesforce, Zendesk, GoToMeeting, Marketo, Microsoft Office & other internal company portals. Achievements - Met the AM team's monthly quota in 2013 - Met 2014 Quarterly renewal/up-sell/cross-sell bonus target - Recognized by mid market and upper management for quick response times to customers with severity 1 situations

-Conducted on-boarding and introductory training sessions for new customers. -Handled customer inquiries such as support tickets, sales transfers, sale inquiries, customer portal questions, billing/licensing questions, and other customer service related issues. -Trained new hires and created training documentation. -Office manager- monitored break room supplies, managed monthly office orders and coordinated office events.

May 2010- September 2010 Social Marketing Intern -Built SEO links for company's feature pages. -Developed and managed Kaseya’s social media accounts -Created promotional campaigns for use on the Internet -Responsible for product marketing e-mail communications May 2011- September 2011 Customer Service Intern -Made customer service phone calls for follow-up and troubleshooting to ensure customer satisfaction -Cold calls to prospective leads that were in a trial period of our SaaS solution -Completing on boarding presentations for new Kaseya customers -Customer Service Training

-Provided a friendly environment for customers and used product knowledge to help them choose items to purchase. -Monitored floor stock and replenished merchandise. -Assisted customers in locating merchandise. -Assisted in ringing up sales at registers and/or bagging merchandise.