Christopher Walden Email & Phone Number

San Francisco, California, Us

- Lead a quota-carrying Sales Account Management and Program Management Team supporting the largest clients in Upwork's Talent Marketplace- Contributed $9M in revenue growth in 2023- Implement Generative AI tools and train the team on their use in 2024- Communicate monthly business updates to leadership- Partner with Analytics to track program metrics and find insights in program data- Maintain consistent communication with Product, providing client feedback, feature requests, and updates

San Francisco, California, Us

San Francisco, California, Us

-Lead a group of Account Managers, Recruiters, and Sourcers; with the goal of driving revenue, usage, opportunities, and customer satisfaction of Enterprise customers.-Develop policies, procedures, and training materials for the Upwork Enterprise Talent Solutions Program.-Partner with Sales, Product, and Marketing to expand existing accounts, land new customers, and continuously improve the Enterprise user experience.Key Projects:-Design, launch, and maintain a program to automate the white-glove treatment and services provided by Enterprise Talent Solutions.-Build a tactical team to acquire new talent and address talent pipeline supply gaps.-Implement an intake process for internal partners to request multiple levels of service for Enterprise customers with challenging talent needs.-Form partnerships with Fortune 500 companies to help them engage the best freelancers for their projects and augment core parts of their businesses.

San Francisco, California, Us

-Develop policies, procedures, and training materials for the Upwork Project Success Management Program.-Lead a team of Account Managers with the goal of driving spend, growth, and retention of high-value clients.Key Projects:-Develop a referral process for Sales leads and up-sell opportunities.-Pilot a Proof of Concept Program designed to dramatically decrease implementation time for Enterprise customers.-Design and implement new workflows using Salesforce.com

San Francisco, California, Us

Formerly Elance-oDesk

Mountain View, Ca, Us

Mountain View, Ca, Us

-Lead a team of Recruiting Specialists with the goal of connecting high-value new clients with the best freelance talent.-Coach clients on how to be successful on the platform, through training, strategy, and use of best practices.-Develop policies, procedures, and training materials for the oDesk Flawless First Time Experience Program.-Identify, research, and pass along leads to the Sales Team.-Handle all client-facing interactions related to my team via email, phone calls, and text-chats. Key Projects:-Drafting of workflow and SOP documents to be used by recruiters.-Development and refinement of spreadsheets used to track recruiter progress on client accounts.-Active outreach and follow up to clients who posted jobs with large budgets.

Oo

-Identify, contact, and resolve issues for clients who have experienced a negative interaction on the platform.-Identify and implement process improvements within the Client Success Team.-Connected clients with Recruiting Services and Quick Start Teams for additional support; continue to serve as main point of contact for client to ensure quality interactions within oDesk.Key Projects:-Co-team lead for refining the outreach process for clients who submit in-contract feedback.-Project lead for researching the impact of recruiting referrals on the hire rate of contacted clients.-Project architect for identifying patterns in negative freelancer behavior with the goal of educatingfreelancers on their shortcomings so that they can be more successful.-Beta tester and trainer for Zendesk implementation; trained the Client Success Team on the platform.

Oo

-Onboarded new clients to ensure a positive and successful experience on the platform. -Proactively contacted potential and active clients via LiveChat to offer support.-Established lasting relationships with new clients to provide them continuous assistance, extending client lifecycle.Key Project:-Recruited for key clients-actively sourced, pre-screened, interviewed, and shortlisted candidates.

Drafting technical manuals, user guides, and training documents.

Menlo Park, Ca., Us

Oversaw all hotel operations, including onsite event management.Drafted company policies and procedural documents.Oversaw the front office with an average of 15 direct reports, including hiring, firing, and performance management for all direct reports.Managed headcount budget for the front office.Mediated internal employee relations issues in connection with HR.Final escalation point for guest issues and complaints.Liaised with security teams protecting foreign dignitaries and other high-profile clients.

Menlo Park, Ca., Us

Oversaw front desk operations, wrote staff schedules, handled guest and associate issues, and sought viable solutions.Provided in-house IT support to employees and guests.

Menlo Park, Ca., Us

Data entry, cashiering, shipping and receiving, room reservations, checked guests in and out of the hotel.