Bobby Case Email & Phone Number

Indianapolis, In, Us

Collaborate with clients to understand business goals and challenges as they relate to overall marketing effortsDemonstrate expertise in multiple technology platforms, including Salesforce Marketing Cloud, Salesforce Data Cloud, and Adobe Experience PlatformPerform detailed analysis of client requirements and propose customized solutions Understand client technology architecture and provide solutions that drive efficiencies and potential cost savingsConsult with clients on data management and systems integrations. Demonstrate knowledge of data synchronization between various data platformsWork directly with Cognizant and Salesforce sales teams to support pre-sales activities, including product demos, proposal development, and solutions presentationsCreation of implementation scope including price, timeline, required resources, and project risksAssist sales teams in the creation and delivery of Statements of WorkCollaborate with cross-functional teams from both pre-sales, delivery, and emerging technologies to drive successful product implementationsAct as a trusted advisor with clients. Develop positive relationships based on trust and mutual desire for client success

Indianapolis, Indiana, United States

Indianapolis, Indiana, United States

Lead a team of highly skilled Technical Support Engineers and People Leaders, who delivered a high-touch, 1:1 support experience to Salesforce’s largest enterprise B2C customers within the Marketing CloudCollaborated with Sales and Success teams to design innovative solutions and create value for customers that exceeded their expectationsCoordinated consistent delivery of support products across teams in multiple locations around the worldProvided daily guidance and regular coaching to team of 10-15 direct reports that fostered career growth and high job performanceBuilt creative solutions with Support Leadership across Sales and Service Clouds to ensure that the support experience for all customers was consistent and world-classCollaborated with Technology and Product teams to identify top customer case issues, improve communications between teams, and speed up issue resolutionWorked closely with Product and Release Management teams on release cycles, product enhancements and resolution of product bugsDefined and tracked team Key Performance Indicators such as Customer Satisfaction (CSAT), case escalation percentage, and daily case intake to measure team successCollaborated with Product and Sales teams to scope new customer business opportunitiesTracked customer renewal cycles and worked with Sales and Renewals teams to drive opportunities to closure. Helped maintain a renewal rate greater than 85%Drove customer success through knowledge of their overall use case and business objectives. Built partnerships based on trust and transparencyDesigned and implemented custom global staffing plans during peak holiday retail season to ensure our team was always available, hyper-responsive to customer needs, and able to quickly engage Product and Development teamsActed as escalation point for both customer and Salesforce executive leadershipDrove tools creation and adoption to increase job efficiencies Managed performance evaluation and compensation planning

Responsible for leading a team of 8-10 team members who handle direct Client interactions and provide support for all ExactTarget productsProvide thoughtful and carefully planned guidance with employees in the areas of goal setting and career path developmentOverall daily leadership of a 20-22 member U.S.-based support teamConduct individual coaching sessions aimed to improve overall communications and case management skillsPlan and conduct monthly review sessions with individual team members to discuss job performance metrics and lay out pathways for short and long-term job successWork closely with Existing Business and Sales teams to position Global Support as a key success factor to our ClientsCompile and analyze data that gauges overall team performance and Client satisfaction Ensure that Global support is properly staffed each day and monitor inbound interactions in order to adequately meet Client needs Lend direct assistance with escalated Client issues and provide guidance on their resolutionPrepare and present annual performance reviews and make recommendations for salary increases

Maximize the ExactTarget experience by providing phone and email support to ExactTarget's clients, partners, and employeesProvide fast and efficient training and instruction for each area of the ExactTarget applicationAssist with customer inquiries regarding invoicing, account status, and available account featuresIdentify and manage opportunities to provide solutions in the following areas:Email/template design and renderingAvailable training and service packages for the enrichment of the Client experienceOverall deliverability guidelines, troubleshooting, and best practicesAccount management and overall performanceProductized integrations with both Microsoft Dynamics and Salesforce CRM platformsHelp clients receive maximum benefits from the use of our software using efficient and effective work flows while identifying opportunities for automation and integrated solutionsAnalyze key email performance indicators, such as deliverability rates, subscriber engagement, and web analytics data and identify opportunities for optimizing these resultsCoordinate and engage resources from Product Developers, Product Operations, Deliverability, Tier 2 and 3 Support and Accounting as needed to resolve issues that Clients may face with our softwareMake product enhancement suggestions on the behalf of Clients in an effort to continually improve ExactTarget's products and servicesEngage Client Relationship Managers and Sales Representatives to help potential and existing Clients learn about products, services, and additional account features

Responsible for the management of all on-site operations of an ATP World Tour sanctioned, men's professional tennis event Solely responsible for the three-month construction and tear-down of an eleven-acre tournament site that featured an 8,500 seat stadium, 10 match and practice courts, expansive retail space, and sponsor activation areasPlanned and executed an $950,000 operating budget and was successful in keeping expenses under that budget each yearResponsible for the hiring and managing of Summer Interns who assisted with tournament operations. Worked alongside Tournament Director and Board of Directors as a liaison of the tournament to Indiana University/Purdue University Indianapolis in the negotiating of an annual facility lease agreement Selected, negotiated, and managed vendors and contractors for tournament to ensure timely and cost effective delivery of servicesSupervised all event security, crowd management, and guest services personnel in their efforts to provide a safe and comfortable environment for our guestsAssisted in the recruitment and development of a staff of 850-1000 volunteersClosely planned with contracted service providers to drive revenue from concessions and retail merchandise sales to over $500,000 annually.

Music Business, Marketing

Activities and Societies: Theta Chi Fraternity

Music; Business Administration And Merchandising