Jane Buxton

• Conduct new hire and existing employee training within Client Services • Document new processes and update existing training materials • Create and deliver ad-hoc training sessions to introduce new processes/product updates • Develop new/additional testing and evaluation tools to identify knowledge gaps

• Monitor campaign performance against client´s objectives, oversee budgets and optimize campaigns accordingly • Proactively identify and troubleshoot any technical issues affecting campaign performance • Schedule and complete review calls to ensure client retention and satisfaction • Help clients measure their success and ROI by providing monthly reporting • Liaise with colleagues to optimize account strategy and identify additional business opportunities • Face to face client meetings

• Evaluate Account Managers's calls and Workflow according to the Program’s Quality Framework • Coach Account Managers on best practices and strengthen customer service skills to ensure a high level of client satisfaction • First point of contact for employees needing help with campaign problem resolution • Liaise with Google sales coaches and program managers to assess further training needs and coaching opportunities for employees • Assist with the on-boarding process