Andy Pathuis Email & Phone Number

Drove advertiser retention and customer satisfaction by inspiring teams to use performance insights, empathetic connections, and sound logic from campaign data to show product value to clients. Focused on growing advertiser revenue by implementing strategy, optimizing processes, and developing people.- Developed a conversational GTM strategy that enabled the department to identify and retain clients by leveraging campaign ROI and performance indicators. This framework classified the local advertising book of business of $750M in annual local revenue into 7 business types and provided the team with talking points, value insights, and strategic recommendations to retain clients or provide recommendations to boost CTR and LTR.- Collaborated and built relationships with Sales, Rev Ops, Legal, Collections, Product, Marketing, and Biz Dev teams to improve policy, processes, and training to meet the challenges and needs of the business.- Facilitated onboarding process for newly hired managers (12 total) alongside a rep development program for 80+ IC’s to prepare them for future leadership roles.- Provided oversight and leadership for outsourced partnerships with third party contractors, reducing FTE support from 50 down to 15 while maintaining quality standards, deadlines, resource allocation, and performance management. My goal is to cultivate a premium experience for our customers, driven by strategies that recognize performance indicators, provides creative solutions to issues, and clearly identifies areas for improvement. This goal is achievable through the investment and development of those CSM's supporting those clients with transparency and trust.

Lead a department of 5 managers and 50+ sales support representatives supporting and enhancing the prospects for a Local Sales organization of ~2,500+. Responsible for building, reinforcing, and redeveloping internal selling policies to reduce friction in the sales process while keeping the front end user a top priority. This team handled everything pre-sale from lead generation, contact cleanup, deal eligibility, all the way to removing any blocker to sale in real time.- Enhanced a support model designed to support 280K+ yearly real time sales requests via Salesforce live chat with a staff of 50. As the org grew, this support scaled with improved policy, outsourcing, and training to reduce the number of these requests and the necessary FTE to support by 70%.- Built a process to automate the evaluation of 380K+ annual business closures in Salesforce redistributing resources of 14 FTE down to 1.- Redeveloped a team KPI that simultaneously motivated and rewarded a distributed workload amongst the team. The KPI recognized and balanced complexity, quality, and effort with a system to accommodate adjustments in real time to reinforce business needs.My driving focus in this role was to maximize process and policy efficiency in a timely manner without sacrificing quality. This was only possible after creating a team culture that had a foundational support structure, with a shared passion for helping those in need.

Bachelor Of Arts (Ba), Philosophy

Education record