CHAD FOSSE

Bachelor's

Sports Management

JellyFish Media Inc.

Strategic Customer Success Manager

• Managed a book of business of 50+ accounts, achieving a 90% contract renewal rate and driving a 20% increase in annual revenue from upsell opportunities • Demonstrated ROI by leading client meetings and presentations, and leveraging internal data to deliver strategic recommendations to clients. Achieving an average Net Promoter Score of 94% from clients based on quarterly surveys • Implemented customer success strategies and best practices, resulting in a 30% improvement in customer engagement and a 25% reduction in churn • Analyzed customer utilization rates, providing insights on engagement levels; data-driven suggestions led to a 30% boost in overall customer satisfaction and a 20% improvement in customer lifetime value • Cultivate and maintain strong relationships with clients and agencies, staying up-to-date on cutting-edge industry trends and digital marketing platforms such as Google's display, video, audio, mobile, programmatic, and other ad spaces • Utilize best-in-class CRM tools such as Salesforce, DocuSign, Freshdesk, etc. to effectively manage client activity, track project progress, and provide timely updates and reporting on all project-related activities