Ian Dunlap Email & Phone Number

Fresno, Ca, Us

As a Customer Success Manager in the market research industry I operate as a primary client champion for our Forsta Surveys, Forsta Panel, and Forsta Digital Diaries products. For my client portfolio I act as a trusted strategic partner to build positive relationships, enable our customers to drive usage utilizing our solutions, and ultimately ensure they realize value from their investment.- Primary point of contact for an assigned portfolio of 30-60 accounts. Providing committed account and customer relationship management ranging between global enterprise organizations and midsize agencies.- New Account Onboarding: Utilize introduction process to understand client leadership’s ambitions and key goals of success. Develop custom tailored onboarding roadmap to ensure key milestones of training, product configurations, and campaign launches are documented and achieved. - Issue Remediation: Act as escalation point for critical customer concerns. Managing multiple topics and stages simultaneously. Assess client issues to be resolved through training, bug fixes, developer intervention, custom development, or feature requests.- Contract Oversight: Conduct regular quarterly business reviews with all accounts. Proactively utilizing usage metrics and data analytics to expand contracts or develop plans to support through usage hurdles. - Drive Product Enhancements: Provide our product and development teams with feature request wishlist reports resulting from client discussions. Determine metrics on the impact and size of clients who would benefit from requested improvements.- Relationship Development: Regularly educating client teams on relevant product roadmaps along with upcoming product releases, fixes, and enhancements. - Portfolio Oversight: Complete administrative records noting ongoing customer usage, escalations, conversations and adoptions. Ensuring CSM and Executive teams can easily understand health and milestones through an up-to-date client profile.

Responsible for overseeing the lifespan of products available on our digital marketplace by managing the team and process accountable for onboarding products, evaluating DMCA compliance of content, collaborating with support teams mitigating user issues, and fostering our publisher community to deliver marketable and professional projects.• Support Management: Maintained FAQ guideline resources for customers and centralized internal support teams who managed Asset Store customer services. Solved or elevated team specific reported issues. (Zendesk, Fogbugz, Jira)• Catalog Upkeep: Assessed product data (SQL) for segmented marketing campaigns in order to ensure available products remained optimized to industry standards.• Legal Compliance: Arbitrated copyright and/or trademark infractions through proper DMCA protocol advised by internal legal counsel. Developed internal processes and external resources to recognize and minimize risk of product’s legal violations.• Partner Relations: Strategized with business development teams to recognize and consider optimal strategic partners to expand service products provided through our marketplace. Consulted with signed partners to maximize content offerings towards targeted customer audiences. • Developer Relations: Fostered interpersonal relationships between our content publisher community through establishing and maintaining private forums. Utilized the platform to nurture success of the community through discussions and notifications towards important campaigns, events, and trends.• Community Development: Coordinated with community organizers to host monthly developer events focused on education, networking, and sharing actionable insight towards development in the Unity and developer community.• Event Coordinating: Advocated brand and partner awareness through organizing internal and partner promotion opportunities at global events, conferences, and meetups.

Led a team that evaluated art, code, audio, and tool projects against a set of quality and submission guidelines to be included in a digital marketplace of game-ready products. Engaged with our publisher and customer community through events and meet-ups to spread our brand and keep our offerings on the forefront of technical standards.

Evaluated art, code, audio, and tool projects against a set of quality and submission guidelines to be included in a digital marketplace of game-ready products. Focused on holding submissions up to industry standards on their level of artistic quality, construction, organization, functionality and marketability.

Us

Implemented User Interface elements using C# in Unity in collaboration with game design teams. Fixed discovered and reported persistent issues and bugs

My contributions consisted of researching and integrating 3rd party analytic and metric tracking. Redesigned existing functionality to follow efficient practices.