Derek Lau Email & Phone Number

San Francisco, Ca, Us

San Francisco, California, Us

- Managed a team of Implementation and Technical Consultants, providing mentorship and guidance to consistently achieve a 93%+ CSAT response rate.- Led company-wide OKR framework initiatives to enhance pitching, packaging, and selling of PS service offerings, streamlining the pre-to-post sales customer experience.- Collaborated with the sales team to secure $3M+ in upsell opportunities, driving client advocacy and aligning on strategic initiatives to boost revenue. - Implemented standardized project management processes, achieving a 30% reduction in implementation time and a 15% increase in client retention.- Monitored KPIs and metrics to track team performance, resulting in a 15% improvement in project profitability and providing timely insights to senior leadership.

San Francisco, California, Us

- Received 2021 Founder's Club award for top performance and leadership (Customer Success). - Led and mentored a team of implementation consultants, providing guidance, support, and development opportunities to foster a high-performance culture.- Oversaw the successful implementation of the Iterable platform for clients, ensuring adherence to project timelines and client expectations.- Managed client relationships and serve as the primary point of contact for escalations, ensuring timely resolution of issues and proactive communication to maintain client satisfaction tracked through CSAT and NPS scores. - Developed and implemented standardized processes (managed by OKR) and best practices for project management, resource allocation, and client engagement to ensure consistency and efficiency across the team.- Monitored KPIs and metrics to track team performance and client satisfaction, providing regular reporting and insights to senior leadership.

San Francisco, California, Us

- Founding member of Iterable's professional services organization.- Orchestrated seamless client onboarding process, facilitating a smooth transition from sales to implementation phase and ensuring alignment with client objectives.- Designed and implemented customized solutions, leveraging advanced configuration and customization capabilities to meet client’s different lifecycle marketing programs. - Advised clients on best practices and optimization strategies to enhance the effectiveness and efficiency of their marketing automation initiatives, driving tangible business results such as increased revenue and conversions. - Developed our comprehensive PS Playbook and knowledge base resources to facilitate knowledge transfer and support ongoing client success and scalability.

Teaneck, New Jersey, Us

- Worked directly with senior enterprise clients (SVP, VP, Sr Director) to define large-scale technical implementation plans including product roadmap development, marketing platform solutions, governance and operating models.- Developed and managed multiple comprehensive project plans, ensuring successful delivery across technical and digital business strategy teams, aligning objectives, and meeting deadlines.- Partnered with business development teams to craft compelling project proposals, leveraging expertise in digital transformation, user-centric design principles, and data analytics to drive new business opportunities.

New York, Ny, Us

- Managed $1.1M in monthly revenue for the West Coast region, ensuring precise revenue stream tracking and optimal resource allocation to maximize profitability and efficiency.- Led cross-functional teams in executing comprehensive digital transformation strategies, including CMS implementation with Adobe Experience Manager, mobile readiness assessments, Salesforce CRM redeployment, and advanced content management solutions.- Cultivated strong partnerships with senior leadership (Director-level & above) to proactively identify and capitalize on new business opportunities, driving continuous growth and client satisfaction.- Collaborated with the COO to deploy a company-wide resource management process, ensuring consistency and significantly reducing project management efforts across all engagements.- Directed multiple project plans, ensuring timely and successful delivery across technical and digital business strategy teams, meeting client objectives and exceeding expectations.

Columbia, Md, Us

- Leveraged agile methodologies to lead multiple technical implementation and analyst teams, delivering customized digital analytics solutions for Fortune 500 clients, consistently meeting project goals and deadlines.- Partnered closely with enterprise clients to identify and capitalize on strategic opportunities aligned with their business objectives, resulting in a 200% revenue growth in Bay Area engagements.- Directed a range of data-driven performance marketing projects, including website personalization, multivariate testing, social media campaigns, and demand generation, driving measurable improvements in client KPIs.- Collaborated with customer's engineering, analyst, and sales teams to refine solution implementation processes and enhance internal business operations, leading to increased efficiency and client satisfaction.- Spearheaded initiatives that contributed to significant revenue growth and client retention, demonstrating a keen ability to align technical solutions with business strategies.

- Directed multiple technical and analyst teams in delivering actionable analytics insights for Fortune 500 clients across eCommerce, healthcare, and tech verticals, driving data-informed decision-making.- Oversaw the implementation of advanced data capture solutions using Adobe Analytics, Google Analytics Premium, and SiteCatalyst, integrated via Tag Management Systems (TMS) such as Tealium and Signal, ensuring accurate and comprehensive data collection.- Collaborated with clients to identify and capitalize on customer growth opportunities through A/B testing, personalization strategies, and website performance optimization, leveraging both qualitative and quantitative analysis to enhance user experiences and drive conversions.- Maintained a proven track record of completing all project deliverables on time and within scope, utilizing a variety of project management tools including JIRA, Kanbanize, MS Project, and Workfront to ensure meticulous planning and execution.- Fostered strong cross-functional relationships with engineering, marketing, and sales teams to streamline processes and improve the overall implementation and operational efficiency of analytics solutions.

Fremont, Ca, Us

- Directed all business and operational aspects of Exxact’s B2C eCommerce website, encompassing site management, eCommerce marketing, functionality, user experience, merchandising, business development, forecasting, analytics, and web production.- Established and executed the annual eCommerce division roadmap, surpassing revenue targets annually by implementing strategic eCommerce initiatives. Achieved over $5 million in revenue growth (155%) by analyzing customer buying behavior, translating KPIs into upsell opportunities, and continuously enhancing web UI/UX.- Partnered with engineering, marketing, and B2B sales teams to identify and capitalize on sales opportunities, developing effective merchandising and pricing strategies, optimizing online advertising, and managing product lifecycles.- Managed key B2B customer accounts, delivering highly customized computer servers and workstation hardware solutions, resulting in increased long-term system integration projects and consistent repeat business.- Streamlined eCommerce operations through continuous process improvements, driving operational efficiency and innovation that enhanced customer experience and contributed to sustained revenue growth.

San Francisco, Ca, Us

- Exceeded (SaaS) sales goals by 160% qualifying leads, selling annual service subscriptions, and proposing custom advisory projects.- Formulated sales strategies and action plans to align the sales team to proactively identify business requirements for potential customers and simplify sales funnel.- Established high volume (70+) of outbound sales calls daily to C-level executives, investors, and corporate developers for all North American and Canadian territories generating 10+ new client meetings a week.

Fremont, Ca, Us

- Managed purchasing operations and oversaw procurement for 30% ($4.5M) of total company inventory.- Reduced inventory costs by $500,000 through controlled purchasing and inventory maintenance.- Reviewed requisitions and product specifications to obtain competitive quotations from vendors; evaluate Request for Quotations (RFQs) to develop competitive bid packages.- Monitored and create tracking spreadsheets for major commodities from suppliers; analyze price impact based on monthly usage and reporting.- Researched and evaluated procurement policies and establish contracts for purchasing goods and services.- Constructed cost business models and reports for the CFO to forecast future inventory control to achieve cost reduction goals.

Post-Baccalaureate Certificate In Information Systems And Management (Ism) / Project Management

Front-End Web Development

B.S., Managerial Economics