Lauren Gettler

Experienced Client Success Professional

Summary

Passionate leader with enthusiasm for client and partner satisfaction/retention. Responsible for piloting and spearheading contract administrative role within mid-market SaaS platform.

Work History

Work History
Dec 2015 - Present

Premium Services Contract Administrator

Bigcommerce
  • Manage client contracting relationships including renewal, revision and execution.
  • Single point of contact to review all negotiated contract terms and communicate necessary changes prior to CFO countersign.
  • Provide contract coaching and guidance to all members of Account Management in additional to new hires.
Apr 2015 - Dec 2015

Enterprise/Strategic Business Development Specialist

Bigcommerce
  • Work with Sales and Finance teams to build and facilitate processes for non-standard Enterprise billing.
  • Review and communicate contract terms with clients.
  • Train and lead Client Services and Account Management team on reviewing contracts and non-standard billing terms.
Nov 2012 - Apr 2015

Account Services Representative

Bigcommerce
  • Assisted Engineering Team with creation of custom billing software.
  • Review contract and ownership disputes with clients and legal team.
  • Administered communications within retention and legal queue.
Aug 2011 - Nov 2012

Lead Client Care Specialist

Best Buy
  • Handled daily supervisor escalations to ensure client satisfaction.
  • Responsible for improving team metrics based on set goals such as
    handle time, talk time, and survey scores.
Feb 2010 - May 2010

Special Events Coordinator

Newbury College
  • Coordinate and monitor timeline for 180+ guest auction.
  • Oversee donor lists and contributions.
Sep 2009 - Aug 2011

Community Outreach Lead

Best Buy
  • Coordinate and execute events for 14-store district.
  • Managed social media for $25 million/year "flagship" location.

Education

Education
Sep 2005 - May 2009

Bachelor of Arts, Communications

NEWBURY COLLEGE