V
Vanessa Velazquez
About
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New York, United States
Résumé
Jobs
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Vice President of Client SuccessMHWDec 2021 - Aug 2025 (3 years 9 months)Led client success strategies, including creating Onboarding playbooks, defining client health multi-signal scores, cutting time-to-value (TTV) and boosting retention rates. Established NPS and Client Risk Register frameworks, transforming feedback into actionable retention strategies enhancing client satisfaction and loyalty. Developed departmental OKRs aligned with organizational goals, driving operational efficiency and increased client satisfaction within Onboarding and Client Success. Implemented Salesforce Service Cloud across the support and operations functions, reducing resolution times and improving cross-functional collaboration and client request visibility. Cultivated executive-level client relationships, leading QBRs and actin- SVice President of Client Success North AmericaSpektrix SoftwareJun 2019 - Dec 2021 (2 years 7 months)Owned post-sale client lifecycle functions (Implementation, Support, Account Management) across 40+ team members, achieving record client retention and advocacy. Scaled Client Success organization by 200% through a strategic hiring, onboarding, and training model. Launched CSAT and NPS metrics, using data-driven insights to elevate service delivery and the customer experience. Partnered with global leadership teams to align our client approach, optimize retention processes, and improve team efficiency across the UK, US, and Canada regions. Member of the Executive Leadership Team (ELT), shaping the organizational strategy and long-term growth.
- EExecutive Director of Account Management & Client SolutionsEyeview DigitalJan 2018 - May 2019 (1 year 5 months)Championed client advocacy initiatives resulting in increased engagement while reducing retention across key accounts. Managed and mentored a high-performing Account Management and Client Solutions team of 15. Collaborated with Sales to streamline post-sale experience, ensuring consistency and alignment with client objectives, and creating a campaign performance feedback loop.
- Director of Account StrategyXO Group IncDec 2013 - Dec 2017 (4 years 1 month)Led a 25-person team across Account Strategy and Project Management, delivering a seamless execution of media partnerships beginning with strategic planning through KPI performance and insights. Key partners included P&G, Unilever, Macy's, and J&J. Drove an 80% increase in campaign renewals by delivering a 1:1 client experience, with consistent touch-points, performance reviews, and expert guidance. Identified and presented optimization and growth opportunities within existing key accounts, achieving upsell across the top 20 clients. Collaborated with Marketing, Product, and Editorial crafting innovative sponsorship opportunities. Developed departmental standards that set industry benchmarks for campaign delivery and client engagement.
- Director, Account ManagementDoubleVerifyMay 2013 - Nov 2013 (7 months)Directed a 15-member Account Management team, enhancing performance through targeted coaching and leadership. Optimized resource allocation to deliver campaign KPIs ahead of schedule, consistently exceeding client expectations.
- Director, Client ServicesEveryday Health IncAug 2011 - May 2013 (1 year 10 months)Oversaw $20M+ portfolio of blue-chip CPG and Pharmaceutical accounts (P&G, Unilever, Walmart, Pfizer, GSK), serving as primary post-sale contact. Established industry best practices across digital campaigns, standardizing reporting, performance metrics, and benchmarks. Led and trained 15 Client Services Managers, elevating team delivery standards and improving client satisfaction.
Education
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- Bachelor of ScienceSt. John's UniversitySep 2000 - Jun 2004 (3 years 10 months)