Liz Ortiz

• Manage, develop and train client services team to drive internal and client success
• Lead strategy and serve as affiliate channel expert for team with key focus on self-serve technology product
• Connect clients to technology, tools, resources and insights to achieve their goals
• Serve as initial escalation point to clients and team and deescalate concerns and issues
• Drive client retention and profitability through contract negotiations and retention strategies
• Utilise data to forecast team performance and determine actionable strategies

Key Achievements

• Project Management | Lead for new contract roll out across 150 clients across APAC region. Responsible for APAC team’s execution of project, collaborating with global senior stakeholders and providing regional insights on outcomes.
• Team Development | Designed development plans for team members, from account specialist to senior account manager, to reach their professional goals; multiple leadership courses undertaken cover topics such as DISC, situational leadership and change management; 100% team retention.
• Performance | Repeatedly achieved team targets through maintaining high standards of service, channel expertise and client retention.

• Managed key affiliate programs; led portfolio's client relationships, program performance and operational excellence
• Mentored Account Specialist through coaching, training and upskilling of client servicing and channel knowledge
• Developed and implement projects to improve efficiencies and knowledge across the wider team

• Managed diverse portfolio of affiliate programs with end-to-end execution of strategy
• Provide clients with data analysis, key insights and strategic recommendations through regular touchpoints and reviews
• Collaborate with cross-functional teams to capitalise on new opportunities to meet clients' needs and KPIs

• Provide affiliate strategy to reach and exceed clients’ goals
• Service clients in their day-to-day needs to ensure satisfaction
• Manage a Campaign Coordinator by providing guidance and setting professional goals

• Facilitate and manage relationships with clients, affiliates and agencies
• Grow client affiliate programs through recruitment of partners and optimisations
• Liaison between affiliates and clients on daily and seasonal campaign execution