Amy Fabbiano

Senior Customer Success Manager

Zeta Global

Nov 2024 - Current (1 year 7 months)

Owns the post-sale customer lifecycle for fast-growing CRM accounts to help clients grow revenue through optimized engagement strategies. Maintains a 100% CSAT score by strengthening client relationships and enhancing platform adoption. Serves as the primary liaison between technical, creative, and data teams to triage client needs and deliver solutions. Monitors and provides regular reporting on campaign build statuses and budget reporting as needed to the client. Leads complex projects between tech teams and client to ensure successful delivery of omni-channel campaigns. Communicates a clear line of sight between program activities and the broader strategic goals of the client and Zeta teams for all projects. Leads quarterly business revi

Product Program Manager

Braze

Jul 2023 - Jun 2024 (1 year)

Redesigned the New Product SKU process to improve launch timelines and cross-functional coordination. Created a Technical Enablement Program between internal teams to align on new product launches between the Product, GTM, and Support teams. Partnered with Product, Engineering, and Design to optimize workflows and third-party integrations (e.g., Shopify). Worked closely with the Product Managers to identify any gaps in product launches and streamline processes ahead of time.

Global Program Manager

Braze

Feb 2022 - Jun 2023 (1 year 5 months)

Managed global strategic client programs for McDonald's and YUM! Brands, coordinating across multiple regions. Worked to streamline internal workflows to help maintain a 100% CSAT score in collaboration with Braze Customer Success teams. Created a robust RACI for the McDonald's account to ensure smooth delivery of projects throughout the contract. Helped to upsell a newly created Dedicated Resource Professional Service Package to the client to ensure white glove service on the account. Built and scaled the Global Program Management function from inception, enhancing delivery and process efficiency. Created documentation on ways of working with internal teams and expectations between clients and Braze tech teams to scale across different cli

Account Manager

Oracle

Sep 2018 - Feb 2022 (3 years 6 months)

Managed enterprise CRM clients, owning the post-sale customer lifecycle for fast-growing accounts to help grow revenue through optimized engagement strategies. Oversaw campaign execution and technical implementations, ensuring accuracy and client satisfaction. Managed the workflow and processes between Campaign Ops team, Creative and the client teams to ensure successful launches of omni-channel marketing campaigns. Revamped the campaign process flow from beginning to end and optimized it between each client for 100% error-free campaign launches.

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Implementation Project Manager

Shaw & Scott

Aug 2016 - Sep 2018 (2 years 2 months)

Managed the day-to-day post-sales relationship for various enterprise level CRM retail marketing clients. Ensured 100% CSAT score to retain customer satisfaction and helped to renew contracts on a yearly basis. Directed cross-functional teams and streamlined communication workflows for timely project delivery.

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