Brian Banks

Brian Banks Email and Phone Number

Executive Director, Sales & Customer Success at Markful @ Markful
Encinitas, CA, US
Brian Banks's Location
Encinitas, California, United States, United States
Brian Banks's Contact Details

Brian Banks personal email

n/a
About Brian Banks

As a customer success and operations leader with 15+ years of experience, I am passionate about driving strategies, programs, and processes that elevate customer experiences and foster operational excellence. Throughout my career, I have been dedicated to building world-class customer success teams, expanding client account portfolios, and driving revenue growth through a customer-centric approach.I excel in blending keen business acumen with expert product knowledge to drive customer engagement, retention, and satisfaction. I have a proven track record of achieving award-winning operational excellence by implementing strategic programs and initiatives that ensure customer success while driving process improvements and leveraging new technologies.One of my key strengths is my ability to advise executive leadership on various aspects of customer success strategy, including customer support, journey mapping, account management, presales, and solutions delivery. By providing strategic guidance and insights, I have helped organizations optimize their customer service delivery, resulting in improved customer experiences and increased loyalty.Career Highlights:• Grew the annual value of the top 20% customers at Markful by 30%+ in 2023 while managing a 1.5M budget and notable clients such as Berkshire Hathaway HomeServices and REMAX.• Led client-facing operations at Markful, increasing new clients' product adoption by 25% and onboarding by 33% while maintaining a 120% YoY NRR and exceeding the NPS benchmark of 65%. • Led a team of Account Development Managers at BlueHornet (MAPP Digital), achieving a 23% annual growth in a $10M portfolio of key client accounts across diverse industries.• Spearheaded numerous tailored automated email campaigns at BlueHornet (MAPP Digital), resulting in increased engagement metrics and Revenue Per Email exceeding $40:$1 for certain campaigns.• Transformed the customer support team at Fashion Furniture Rental into an inbound sales force (resulting in a 25% increase in AOV) and tripled online orders by developing the company's e-commerce website.• Promoted 3 times during tenure, awarded Manager of the Year in 2011, and recognized with 6 "Idea of the Quarter" awards, 2 of which were honored as "Idea of the Year" for 2010 and 2011.

Brian Banks's Current Company Details
Markful

Markful

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Executive Director, Sales & Customer Success at Markful
Encinitas, CA, US
Website:
markful.com
Employees:
35
Brian Banks Work Experience Details
  • Markful
    Markful
    Encinitas, Ca, Us
    View
  • Markful
    Executive Director, Sales & Customer Success
    Markful Sep 2024 - Present
    El Cajon, Ca, Us
    View
  • Markful
    Director, Customer Success
    Markful Feb 2016 - Nov 2024
    El Cajon, Ca, Us
    Oversaw and led the entire client-facing division within the company, providing strategic guidance to multi-tier support, account management, and professional services teams.Architected and implemented organization-wide CRM, Service Ticket, Online Chat and Phone software, including a customer data overhaul, multiple deal/ticket pipelines, and automation that aligned sales, marketing, account management and service departments.Integrated customer communication and management platforms (Zendesk, HubSpot, Nextiva, Zapier, and JotForm), improving response times, generation of qualified leads, and conversion rates while achieving a 35% reduction in headcount.Played a key role among 6 executives guiding the company through a transition following the founder's departure, leading efforts to enhance customer experiences at every touchpoint (from initial awareness to advocacy) across multiple channels.Gathered and interpreted customer data, inquiries, feedback, and interactions to generate actionable reports, aligning technology, sales, marketing, production, and support teams with key insights from the customer journey.
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  • Bluehornet, (Now Mapp Digital)
    Account Director
    Bluehornet, (Now Mapp Digital) Aug 2014 - Feb 2016
    Standardized a process to identify feature adoption and upsell opportunities for individual team members while guiding consultative recommendations and formal presentations, leading to larger contract renewals.Enhanced customer retention by driving complex data integrations with cross-functional teams, facilitating the utilization of clean, actionable data in advanced email and omnichannel initiatives for clients.Reduced operational expenses for support and service units via the negotiation, design, and implementation of ticketing and phone systems.Expanded and enhanced a strategic client portfolio exceeding $2M annually by 30% across various sectors such as retail, software, travel, hospitality, gaming, entertainment, and online publishing.Partnered with clients to design and strategically deploy personalized lifecycle email initiatives and technical integrations, resulting in increased engagement rates and ROI.Directed, coached, and guided 2 direct reports while developing internal resources, protocols, and materials that elevated the Client Services Department's overall service standard.Achieved 2 promotions during tenure and led a critical investor demonstration that led to the company's successful acquisition.
  • Bluehornet, (Now Mapp Digital)
    Senior Account Development Manager
    Bluehornet, (Now Mapp Digital) May 2013 - Jul 2014
    - Retained and grew a portfolio of over two million dollars in strategic client accounts by 30% annually in the following industries: Retail, Software, Travel & Hospitality, Gaming, Entertainment, and Online Publishing.- Collaborated with clients in the development and strategic implementation of custom-tailored lifecycle email programs and technical integrations, driving higher engagement rates and ROI.- Led, trained and mentored two direct associates, providing direct support in the management and growth of their respective portfolios.- Developed internal tools, procedures, and collateral that have increased the effectiveness of the Client Services Department in regards to product knowledge, account retention and the overall level of service provided.
  • Bluehornet, (Now Mapp Digital)
    Account Development Manager
    Bluehornet, (Now Mapp Digital) Aug 2012 - May 2013
  • Fashion Furniture Rental
    Director Of Marketing And Sustainability
    Fashion Furniture Rental Jan 2012 - Sep 2012
    San Diego, California, Us
    Strategized and executed a cohesive branding strategy across print, web, and social media platforms, projecting a consistent image of reliability, approachability, and professionalism.Spearheaded company-wide "green" initiatives while overseeing online brand development, increasing website traffic, optimizing website UI, and enhancing PPC advertising revenue.Collaborated cross-functionally to enhance operational efficiencies and deliver exceptional customer experiences while leading inside sales teams at corporate headquarters, OC, and LA showrooms.Oversaw truck route management across LA, OC, and SD counties while ensuring optimal inventory levels aligned with present and projected demand.
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  • Fashion Furniture Rental
    Manager Of Customer Relations
    Fashion Furniture Rental Sep 2009 - Dec 2011
    San Diego, California, Us
    - Worked with all departments of the company in a synergistic manner to improve efficiencies and provide unparalleled customer experience to our clients- Responsible for managing truck route levels for LA, OC and SD counties- Leadership of inside sales team at corporate offices as well as at OC and LA showrooms- Maintained appropriate inventory levels in relationship to current and anticipated demand- Won “Manager of the Year” award in 2011, as well as six company-wide “Idea of the Quarter” awards, of which, two won “Idea of the Year” for 2010 and 2011 (as individual and as department)
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  • Fashion Furniture Rental
    Project Manager
    Fashion Furniture Rental Jun 2008 - Sep 2009
    San Diego, California, Us
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  • Inkrabbit Printworks
    Art Director
    Inkrabbit Printworks Sep 2007 - Jun 2008
    - Reorganized company protocol, increasing employee productivity and streamlining workflow between five different departments - Responsible for both computer graphic art and engineering aspects of all projects undertaken by company- Worked with hired marketing team on company website’s search engine optimization and email marketing, which resulted in increased ranking on Google, Yahoo, and MSN.com (pre-Bing) searches - Quickly rose to Director position in one month due to speed and quality of work performed
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  • Creative Construction Solutions/Forward Services Inc.
    President / Vice President (Respectively)
    Creative Construction Solutions/Forward Services Inc. Feb 2005 - Mar 2007
    - Diligently tracked both labor and material job costs for concurrent construction projects, ensuring schedules and budgets were kept in line for budgeted profit margins.- Streamlined weekly payroll procedures with a basic system of easy-to-use employee forms, which helped track nearly one hundred (mostly non-English speaking) employees at over a dozen different jobsites; worker’s compensation, federal and state tax reporting included.- Implemented an inventory system that tracked the use and maintenance of company tools and materials in company warehouse, reducing losses in physical assets. - Estimated, negotiated and amended contracts and contract change orders with general contracting clients.

Brian Banks Skills

Account Management Email Marketing Marketing Online Marketing Salesforce.com Management Marketing Strategy Customer Service Leadership Strategy Social Media Microsoft Office Online Advertising Sales Management Digital Marketing Ppc Facebook Photoshop Seo Google Adwords Client Development Crm Illustrator Dreamweaver Imovie Powerpoint Constant Contact Spanish Database Admin Act! Microsoft Excel Quickbooks Microsoft Word Manage Client Relationships Operations Management Digidesign Pro Tools Premiere Excel Word Database Management

Brian Banks Education Details

  • University Of San Diego
    University Of San Diego
    Management And Operations

Frequently Asked Questions about Brian Banks

What company does Brian Banks work for?

Brian Banks works for Markful

What is Brian Banks's role at the current company?

Brian Banks's current role is Executive Director, Sales & Customer Success at Markful.

What is Brian Banks's email address?

Brian Banks's email address is br****@****gbs.com

What is Brian Banks's direct phone number?

Brian Banks's direct phone number is +161925*****

What schools did Brian Banks attend?

Brian Banks attended University Of San Diego.

What are some of Brian Banks's interests?

Brian Banks has interest in Information Technology, Literature, Art, Music, Internet Marketing.

What skills is Brian Banks known for?

Brian Banks has skills like Account Management, Email Marketing, Marketing, Online Marketing, Salesforce.com, Management, Marketing Strategy, Customer Service, Leadership, Strategy, Social Media, Microsoft Office.

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