Jonathan Chay Email & Phone Number

New York, United States

New York, United States

San Francisco Bay Area

- Drive product implementation, account optimization, and customer success for over XXX+ client accounts across X agencies- Manage a portfolio of over $X million in revenue

- Cross functional role aligned with product, sales, engineering, and customer operations working with internal andexternal partners to manage feature adoption and pilot roll out- Identify unique customer insights on product feedback and work directly with engineering in beta testing and productadaptation- Design communication strategy by crafting scalable messaging to drive new business and existing client engagement- Leverage datasets, historical account data, and account structure to develop lead list criteria for beta testing- Conduct in-depth political, economic, and market research on developing economies to assist senior management withventure capital investment strategy- Standardized workflows to identify operational inefficiencies, decrease agent turn-around time, and drive automationthrough value-stream mapping and the development of scalable workflows- Support and educate account managers and advertisers on how to utilize product features, best practices, and technicalinsights and implementation- Identified, reproduced, and communicated AdWords technical issues to Eng and Technical Product Experts to resolve

San Francisco Bay Area

Conducting economic, political, and technological research on emerging economies

- Solved complex account issues for 40+ advertisers/weekly from Google’s largest spend clients with a customersatisfaction rating of 111% to target and a turn-around time of 104% to target- Analyzed advertising campaign data to improve digital marketing performance, increase conversions and troubleshootrevenue-impairing issues for advertisers- Strategized 3 initiatives and develop long-term vision for structural change across US sites, in line with organization-widegoal to enhance customer experience, increase digital ad spend, and improve hiring efforts- Developed comprehensive internal resources to enhance product knowledge, outline best practices, streamlineworkflows, and increase productivity when addressing advertiser issues- Collaborated with executive account managers and product specialists to provide optimal customer experience and manage client relationsThe Google Technical Services Global Customer Care team is a solution-generating force that helps our sales teams and advertisers. These solutions need to be scalable to support millions of customers worldwide. In addition to troubleshooting on the customer side, we work with Sales, Product and Engineering teams within Google to develop better tools and services to improve our products based on the evolving needs of our users. As a cross-functional and global team, it's our job to help keep the lights on and the ads fresh.

Atlanta, Georgia

- Recommended domestic and international universities to locate potential Ph.D candidates for department chair - Organized and processed information of over 300 courses for retrospective analysis of department performance - Researched past and current Ph.D candidates accomplishments, papers, and conferences for department review

Addis Ababa Ethiopia

- Conducted surveys, focus groups, interviews, preliminary research, and stakeholder analysis to identify primary needs for public health and entrepreneurship program development- Collaborated with multi-disciplinary team to create a year-long curriculum for teaching basic business skills, health-seeking behaviors, and nutrition for NGO women’s empowerment program- Produced business plans and financial statements for 60+ co-op farms across western Ethiopia for benchmarking analysis- Served as a liaison between local NGO, principal investigators, and site staff between Addis Ababa and Atlanta

San Francisco Bay Area

- Analyzed ad performance from Google AdWords, Google Shopping, and Youtube to improve for client ROI- Advocated for client needs and championed the feedback from over 125+ advertisers for future product iterations- Facilitated weekly strategy meetings within a self-managed team to identify core business needs, assess performance metrics, and set weekly team goals- Conducted a qualitative and quantitative study to assess the impact of intern satisfaction on performance metrics to improve Google BOLD internship for the following cycle of interns