• Lead a multi-national team of Tier 2 Customer Solution Architects (application/technical support),providing guidance, mentorship, and performance feedback to ensure a high-performing team. Foster a collaborative and inclusive work environment that promotes professional growth and development.• Develop, scale, and oversee Tier 2 process, including efficient processing of escalated cases, SLS compliance, customer-centric communication, backlog management, recognizing and following through on case themes, and identifying deflection opportunities.• Identify opportunities for improvement by developing and implementing change management plans, coaching and managing team members through the process.• Cultivation of relationships with Support, Product, Development, Engineering, Sales, and Customer Success teams to understand and solve business problems, achieve strategic goals, enhance customer satisfaction, and improve customer retention.• Coordinate training to ensure deep product and operational knowledge among our Support teams.• Partner with project stakeholders and cross-functional teams to develop and manage go-to-market plans that ensure the operational readiness and enablement of our combined Support teams.• Manage multiple initiatives of varying size and scope, ensuring adherence to plan scope, timeline, and resource management.

• Responsible for leading the Account Management team with a customer-centric approach, prioritizing customer success and growth• Develop and execute proactive customer retention and expansion strategies• Analyze customer experience and health metrics, identifying key indicators and trends• Educate and influence peers and the team on marketplace dynamics and successful strategies• Maximize the effectiveness of Account Management tools and resources• Act as an escalation point for complex negotiations, optimizing deal structures• Promote a positive, diverse, and inclusive corporate culture aligned with company values• Meet and exceed quarterly revenue targets. • Own collaboration with a variety of internal and external stakeholders to ensure customer satisfaction.

• Operational responsibility for SEO and Reputation Management• Define requirements, tasks, and resources associated to SEO & Reputation Management strategy• Own key metrics for measuring engagement, likes, links, and leads.• Manage and execute implementation of SEO & Reputation Management strategy• Provide SEO Analysis and recommendations in coordination with elements and structure of websites and web pages• Manage a team of SEO Specialist, Analyst, and Reputation Management specialist.• Communication to clients, team, and management on strategy/project development, timelines, and results• Communication to team and management on project development, timelines, and results• Develop and implement link building campaigns• Support user surveys, tracking, and feedback.• Collaborate on client strategy and goal definition for success• Keep pace with SEO, Reputation Management, search engine, social media and internet marketing industry trends and development• Monitor and evaluate search results and search performance across the major search channels in order to improve rankings• Perform keyword research in coordination with client business objectives to optimize existing content and uncover new opportunities• Provide recommendations and execute/manage strategies for content development in coordination with SEO goals – general and keyword specific• Lead a team of five SEO Specialist in the U.S. & eight Digital Marketing Analyst in Manila, Philippines

• Define requirements, tasks, and resources associated to SEO strategy• Own key metrics for measuring engagement, links and leads.• Manage and execute implementation of SEO strategy• Provide SEO analysis and recommendations in coordination with elements and structure of websites and web pages• Manage a team of marketing analysts, interns, and 3rd party content producers.• Communication to clients, team, and management on strategy/project development, timelines, and results• Communication to team and management on project development, timelines, and results• Support user surveys, tracking, and feedback.• Collaborate on client strategy and goal definition for success• Keep pace with SEO, search engine, social media and internet marketing industry trends and development• Monitor and evaluate search results and search performance across the major search channels in order to improve rankings• Perform keyword research in coordination with client business objectives to optimize existing content and uncover new opportunities• Provide recommendations and execute/manage strategies for content development in coordination with SEO goals – general and keyword specific• Lead a team of four Digital Marketing Advisors in the U.S. & five Web Marketing Specialists in Manila, Philippines

• Implement new client’s website SEO following a step by step guide for setting up our SEO Strategy.• Manage key client accounts and relationships• Contribute to service and procedure improvements• Track, report and analyze website analytics and PPC initiatives and campaigns• Identify trends and insights to optimize performance based metrics• Perform ongoing keyword discovery, expansion and optimization• Generate monthly reports and email reports to clients on marketing campaigns performance• Generate quarterly reports from Google Analytics and input into a PowerPoint presentation for clients• Work with the development team to ensure SEO best practices are properly implemented on newly developed websites• Share industry knowledge across the team and relay best practices to clients• Manage Paid Marketing Services with Google• Setup and Deploy Paid Search Services • Develop keyword lists• Write all titles and descriptions for search services• Naturally optimize portal sites for search engine optimization• Monitor and report progress to clients on a monthly basis• Manage all budgets and spends across marketing platforms for client accounts• Manage and optimize internal search engine marketing

• Effective client interaction/communication to ensure an excellent customer experience• Build rapport and strong relationships with existing client base to increase retention• Media & SAAS expert on all products & their functionality• Complete the sale by facilitating all client registration calls and building campaigns• Explain complex technical concepts to potential and current customers• Solving technical issues; interfacing with multiple support organizations within ReachLocal to resolve any issues that may arise during the lifetime of a campaign• Identifying and closing upsell and cross sell opportunities as well as referral opportunities• Responsible for staying on top of all advertising renewals and assisting in running renewal appointments.• Ensuring advertising campaigns correlate with advertiser’s other forms of marketing to maximize client campaign ROI.• Collaborate with Sales Executives to help grow and retain customer base. • Own the client relationship and manage all of their digital advertising campaigns, renewals, performance, metrics and several additional facets of emerging technology on a regular basis.

Outside Account Executive - Business Development with channel partners to provide secure software and processing solutions to merchants. Which will improve operational efficiencies, maximize marketing efforts, and increase bottom-line revenue.• Business Development with channel partners to provide secure software and processing solutions for clients.• Cold calling and setting appointments with local businesses. • Present merchant services packages to local businesses to qualified prospects• Articulate value propositions, educate, answer questions, and close sales• Respond to emails and calls• Deliver exceptional attentiveness and timely follow-up with the current and potential clients.• Provide excellent, relationship building with prospective clients• Meet and exceed company and team sales goals on a consistent basis• Maintaining contact with client to manage accounts and address client needs• Sell Merchant services to warm leads provided by partnerships with Fortune 100 companies• Work directly with qualified prospects to negotiate advantageous terms

• Developed base for long-term sources of clients by using our proven marketing systems, referrals, occupational, and special-interest groups to compile lists of prospects.• Determined clients' particular needs and financial situations by scheduling fact-finding appointments; determining extent of present coverage and investments; ascertaining long-term goals.• Developed a coordinated protection plan by calculating and quoting rates for immediate coverage action and long-term strategy implementation.• Enhanced agency reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.• Looked for opportunities to develop monetizable solutions for clients, and insuring clients receive superior customer service• Stayed abreast of the most current products and services offered by Farmers as well as industry regulations and news• Proficient in Farmers insurance products; which include Home, Auto, Umbrella, Business, and Life Insurance.• Researched, identified and successfully sold to potential targeted clients through company provided leads, referrals, and through extensive cold calling