Brian Merritt Email & Phone Number

New York, NY, US

Greenwich, CT, US

Blackpool, Cork, IE

• Responsible for Delivering on Teamwork's mission for over 20,000 customers. Teamwork's mission is to make client service teams around the world more efficient, organized, profitable, and happy.
• Oversees Teamwork’s customers comprising $45M in ARR. Responsible for CSMs, Account Management, Onboarding, Professional Services, CS Operations, Support, Education (Academy and Helpdocs), as well as Partner Led.
• Drove NDR up 4% in FY ‘22. Increased proactive cross sell motion along with higher renewal rate, supported by discount recovery during renewal process.
• Delivered against two price increases to customers on legacy plans, resulting in $2M in ARR growth with minimal logo churn. These price increase were responsible for 25% of ARR growth in FY ‘22-’23
• Successfully launched Teamwork Academy in record time. Delivered 5 courses per month, with a 28% course completion rate (compared to industry average of 13%)
• Implemented a Teamwork.com first AI Chatbot for the Customer Care team. Focused on billing related inquiries, and led to a 14% decline in overall ticket volume, and improved cost efficiencies in the Customer Care team.

Copenhagen K, DK

* Own overall relationship with Trustpilot free customers (~250,000) and paid customers (~7,000) in the Americas, including focusing on increasing the volume of free to paying customers, customer retention (logo and revenue) and ensuring success for customers while building Trustpilot brand recognition in the US. * Oversee $40M in ARR across 20+ teams.

Copenhagen K, DK

* Built a CS team designed to scale and grow while ensuring cost efficiencies. Reduced CRC (Customer Retention Cost) from 24% of revenue down to 18% - while increasing both headcount and revenue growth. * Increased renewal rates by 14% to 84%, and retention by 24% to 95% via development of a proactive and value delivery-based service model.* Reduced.

New York, NY, US

New York, NY, US

Responsible for all Offerpop customers.- Success Managers - From Viacom, to the NHL, to Time Inc - Offerpop's Success Managers ensure our clients are seeing real ROI and value delivery form the Offerpop platform- Client Education - All clients have access to regular training session on the latest Offerpop products, including our community site - with over.

New York, NY, US

The digital marketing platform for today’s mobile and social consumer.Responsible for Professional services delivering awesome customer engagements, Managed services providing turn key solutions, Enablement services to get our customers up and running, and Educational services to empower our clients with the knowledge they need to be effective.

San Francisco, California, US

• Focused on deploying CrossCap solutions seamlessly for clients.
• Developed professional services organization for SaaS omni-channel retail markeitng solution provider including hiring, deployment methodology, oversight of all active projects, and implemented P&L management for.
• Managed MSA and SOW negotiations for new business, including contracts with Target, Best Buy, Kohl’s, and Abercrombie & Fitch.
• Established new revenue streams based on strategic consulting, change management, and interface support.
• Responsible for building out third party relationships and joint ventures, including the development of both sales and implementation strategies for cloud initiatives.
• Successfully restarted two projects from stalled state. Subsequently managed the deployment of the CrossCap SaaS software suite at both clients.

New York, New York, US

• Responsible for book of new business in excess of $250M across multiple prospective marketing clients.
• Manage all pre-decision engagements including RFP responses, opportunity assessment, solution development, process mapping, commercial model development and sales closing.
• Led due diligence, contract (MSA, SOW) and implementation teams with transition to a fully operational model for client engagements. Direct management of a team of Client Engagement Mangers and Project Managers along.
• Built and managed a team to implement print management solution for 5 year, $125M agreement. Responsible for staffing model, MSA and SOW development, and commercial model. Actively lead negotiations and built support.
• Implemented engagement methodology process from initiation through transition, including development of supporting document repository.
• Developed and deployed innovative P2P system to integrate Guthy-Renker systems, as opposed to system integration, to drive significant cost savings and decrease of time to market by 75%.

New York, New York, US

• Responsible for KPI/SLA development, management reporting, process reengineering at existing clients.
• Developed and deployed KPI and SLA management tool to provide oversight of $80M publishing account.
• Built SOP (account tracking, supplier playbook, BCP, account MI) for multiple accounts in different industries;
• Created cross client standardization of MI reporting to allow for flexibility staff realignment
• Resolved $25M+ backlog of 60+ day old invoices through goods receipt to invoice reconciliation process.

Round Rock, Texas, US

• Program Manager working for EMC as a consultant at Bank of New York Mellon and Goldman Sachs, Bear Sterns, and Lehman Brothers.
• Managed three teams of consultants across four sites; Program Manager overseeing two additional project managers at Bank of New York.
• Directed $5MM USD annually in consulting services - including profitability, SOW development, and execution of project strategies, project costing, and staffing.
• Drove corporate engineering and customer support to resolution of issues related to STAR deployment, which resulted in new project related support process.* PMP and Six-Sigma certification

New York, NY, US

Product Manager in Digital Music Service Group. Managed the URGE Music Service from launch through stabilization. Worked with business units to develop documentation and communication standards for project related work.* Managed re-launch of www.urge.com that resulted in a streamlined download path for end users and compatibility with a diverse set of.

-Founding partner in Telecom Billing Software and Services firm. Mission was to implement BSCS in distressed countries via contracts through government and non-governmental agencies (USAID, Asia Development Bank, etc). Main role was business development and bid management.

New York, NY, US

Managed global rollout of SAP system over 4-year project; managed consultant selection, vendor selection. Worked with business units on ?Buy vs. Build? decision, and documentation of current internal processed to develop effective RFI/RFP documentation.* Drove 7-month selection and contacts process. Actively managed process that started with 22 potential.

Computer Engineering

High School, High School/Secondary Diplomas And Certificates