Eric Nilson Email and Phone Number

Directly responsible for Marketo administration, managing team onboarding projects, providing advice and best practices to teams, monitoring system performance (and enacting corrective measures), providing guidance and training to users, managing the Meta/Adobe relationship, and handling a wide range of special projects.• Serving as the sole Administrator, managed all activities in Marketo at Meta, owning all responsibilities for the system and the teams that use it.• Drove adoption of Marketo across B2B marketing teams. The instance was used by only four teams, sharing one partition in 2018, and grew to over 20 workspaces and 10 partitions in 2023.• Managed all projects to onboard new teams into the instance. Provided advice and best practices to those teams, ensuring they were successful.• Worked with cross-functional teams, including Data Science, Enterprise Engineering, Privacy, Security and Marketing to expand usage of the Marketo API, sharing data with internal data warehouses and tools.• Improved system performance by adding a dedicated IP, dedicated MTA, and custom sync/deduplication filters to help facilitate over 120 million emails annually, and 40 million lead records.• Initiated a re-branding effort to update landing page and email send domains from Facebook-branded, to Meta-branded.• Worked with our Salesforce team to maintain our Marketo/Salesforce sync, and our custom subscription model that is housed within Salesforce.

Responsible for overseeing daily customer success operations, managing agency engagement, marketing activity coordination, customer relationship management, best practices implementation, dealing with and resolving escalated customer issues, delivering educational webinars, and conducting specialized Marketo training.• Managed agency engagement with Visa Checkout as main point of contact for the customer.• Oversaw all marketing activities, as well as relationship with customers, and led all email marketing creation and delivery functions, as well as overseeing landing page development.• Performed thorough Marketo instance review for Google Analytics, providing best practices and advice.• Delivered multiple publicly available educational webinars on key Marketo topics, as well as customer training courses for Visa Checkout.

Responsible for account management, managing cases in customer support tools, interface with other departments on key initiatives to better service customer needs, and other functions. Managed over 30 accounts as direct Named Support Engineer.• Supported all areas of Marketo, including functionalities and integrations with CRMs, webinar providers, and others.• Managed cases in customer support tools, ensuring issues were assigned, tracked, escalated, and resolved.• Worked with Engineering, Product Management, Operations, and Deliverability to meet customer needs.• Held mentoring sessions to help customers understand the product by taking them through a deep dive into key subjects.

Responsible for managing data assurance activities, supervising local and outsourced individuals, managing customer account portfolio, meeting regularly with key customer contacts (and keeping them informed on issues of interest and concern), process improvement, account billing and collections, and other leadership functions.• Managed team of 20 local and 20-30 outsourced individuals, seeing all personnel to peak potential.• Oversaw a large, rapidly growing portfolio of customer accounts, and met all client expectations.• Handled billing and collections, ensuring accurate time/expense recording and prompt billing.• Decreased audit cycle by 250-plus hours by improving efficiency of internal audits.• Worked with cross-functional client teams to ensure that the business was in alignment with IT.

• Performed thorough analyses for customers to determine the proper requirements for implementing web-based solutions; wrote detailed functional specifications.• Interfaced directly with the customer and our internal development team to help determine designs that met customers’ needs; reviewed status, milestones, and handled customer concerns/questions.

• Hired, trained, scheduled, and managed 8-15 team members.• Managed and reviewed support cases and served as an escalation point for customer concerns.• Monitored phone/email queue and served as the primary liaison between Support and Finance, Release Management, IT, Sales, and Engineering.• Enabled the scaling of Technical Support by analyzing and implementing enhanced processes.

• Managed several projects simultaneously with responsibilities including - budgeting, customer management, and product development.• Redesigned and managed a sales lead distribution system for a major computer manufacturer. • Performed Business Process Analyses (BPA) for several clients in conjunction with other projects, and was able to help them successfully implement the changes for increased value add. • Redesigned and managed a commission analysis/validation system for channel sales, which cut processing time by over 50% from the previous system.• Created a portable Personal Information Management program for a real estate investment brokerage company –becoming a significant productivity benefit for the customer.• Saved a major computer hardware manufacturer over $1 million per year by performing regular “sell-thru” analyses of the multi-tiered sales channel.• Created a reporting tool for a computer hardware sales web site to track sales volumes and trends.