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10+ years in digital media and customer experience, with a history of building customer success teams from the ground up and growing key account revenue through C-level relationship building and strategic cross/up selling. My teams and projects have directly generated over $12M additional revenue in a single year and have increased client retention by 60% during COVID and market downturns. Strong background in sales and contract negotiation, digital media/marketing, customer experience, and scaling business processes.Please feel free to reach out directly here or at linkedin.austin@gmail.com.
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Director Of Customer ExperienceKatalys Nov 2024 - PresentSan Diego, California, UsContinued to lead Tier 1 Account Management team in addition to Customer Support team. Additional responsibilities included expanding the customer onboarding experience, defining customer support workflows, and helping to develop a self-service strategy/program that encompassed a knowledge base, self-paced onboarding, training, and ticketing system.
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Director Of Account ManagementKatalys Jul 2023 - Dec 2024San Diego, California, UsLead a team of Account Managers who were responsible for all Tier 1 clients. Leadership position focused on driving revenue through account expansion, internal sales, and new customer platform adoption. Worked closely with product and engineering teams to help align product roadmap with current and future client needs, helping inform how the product was currently being used and where future features can support revenue growth.
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Director Of Account ManagementInstapage Nov 2022 - May 2023San Francisco, Ca, UsManage CX team who acts as POC on implementation, adoption, managed services, and strategic consultation for enterprise clients. Develop, implement, and driving business strategies and scalable processes, such as pricing, merchant onboarding, new product feature adoption and marketing initiatives. Also provide sales enablement for late stage prospects including forming pricing proposals, pitch presentations, deal terms and strategies, and performing contract reviews. -
Associate Director Of Account ManagementInstapage Feb 2022 - Nov 2022San Francisco, Ca, UsOversaw Account Management team responsible for national, enterprise client’s post-click strategy, ensuring high ad-page relevancy across the client’s paid media channels. In addition, was directly responsible for overseeing landing page strategy, development, and multi-variant testing to improve CVR and increase ROI for clients.
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Director Of Customer Experience & AnalyticsHearst (Amuse Digital/Houston Chronicle) Mar 2019 - Feb 2022Was responsible for client service at Amuse, a Hearts Media digital agency, and the Houston Chronicle. Lead the Account Management team with direct ownership of large, strategic accounts. Built operational strategies and playbook for both high-touch account management and tech-touch CSM teams. Responsible for driving performance as well as managing the relationship with C-suite contacts.
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Digital Marketing Sales SpecialistHearst (Amuse Digital/Houston Chronicle) Jan 2017 - Mar 2019Acted as primary resource for all things digital (Display, Social, Search, Mobile, Email) and provide the sales staff and management with a comprehensive portfolio of solutions. Optimized integrated marketing campaigns for 7 automotive dealerships who required agency services; monitored overall performance while elevating red flags or opportunities.
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Director Of Business Development GroupObmedia Mar 2016 - Dec 2016Responsible for Account Management team that addressed publisher needs and surpassed growth targets. Also, evaluated all incoming business requests (Publishers and Advertisers) to ensure adequate opportunity size and proper fit for OBMedia’s business model, leading to a 15% decrease in onboarding time.
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Senior Account ManagerObmedia Jan 2013 - Mar 2016Managed key Stand Alone Email, Newsletter, and Display accounts and those that require a high level of technical proficiency or attention. Also lead campaign selection for all accounts using automated targeting and collaborated with the Development team in monitoring and improving the Integrated Product Line using machine learning.
Austin Richards Skills
Austin Richards Education Details
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The University Of Texas At San AntonioSociology -
The University Of Texas At San AntonioSociology
Frequently Asked Questions about Austin Richards
What company does Austin Richards work for?
Austin Richards works for Katalys
What is Austin Richards's role at the current company?
Austin Richards's current role is Customer Experience Director in Marketing SaaS.
What is Austin Richards's email address?
Austin Richards's email address is ar****@****tal.com
What is Austin Richards's direct phone number?
Austin Richards's direct phone number is +121439*****
What schools did Austin Richards attend?
Austin Richards attended The University Of Texas At San Antonio, The University Of Texas At San Antonio.
What skills is Austin Richards known for?
Austin Richards has skills like Email Marketing, Online Advertising, Digital Marketing, Social Media Marketing, Data Analysis, Analytics, Social Media, Analysis, Affiliate Marketing, Social Networking, Sales, Ppc.
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