Mark Felton Email & Phone Number

Boston, Ma, Us

- Led a high-performing remote team of TAMs managing a $24M ARR customer portfolio- Consistently achieved 99% customer renewals across the team while delivering desired customer outcomes and earning accolades- Established lasting, multi-tier customer relationships with senior engineering directors and executives- Drove strategic CX initiatives across the global organization, delivering presentations at regional events and virtual summits to elevate service delivery standards- Designed and implemented a product enablement program for technical employees that augments core competencies through peer-led collaboration and knowledge-sharing- Guided the integration of a recently-acquired SaaS business unit into the TAM process framework- Led critical incident response as trained commander, managing high-stakes escalations to resolution while maintaining executive communication throughout- Executed upon 'proof-of-value' engagements that successfully converted trial customers to full TAM subscriptions, demonstrating clear ROI for premium services

Boston, Ma, Us

Served as primary technical advisor and advocate to several of Acquia’s largest or most at-risk customers across enterprise, federal and state government, higher education, and nonprofit sectors

Boston, Ma, Us

Served as primary technical advisor and advocate to several of Acquia’s largest customers across enterprise, federal and state government, higher education, and nonprofit sectors

Boston, Ma, Us

- Partnered with enterprise customers as a trusted strategic advisor representing Acquia's cloud computing platform- Delivered customer success through technical problem resolution, proactive guidance, and relationship-building- Maintained smooth service delivery and client satisfaction under pressure (including nights and weekends)

Cambridge, Massachusetts, Us

- Led a strategic $200K digital transformation, from RFP through launch, delivering Harvard University’s first web app for alumni news to a global audience - Implemented a multi-channel revenue strategy generating $100K in incremental advertising revenue in the first year, while simultaneously boosting reader engagement metrics- Implemented comprehensive training programs for editorial and business teams (covering digital content delivery and PCI Compliance, respectively)- Operated, maintained a developed a Drupal CMS for publishing news and generating email campaigns, boosting innovation while driving productivity gains- Incorporated Google Analytics and social media analytics to enable strategic decision-making through data analysis- Produced multimedia content including 30+ original YouTube videos - https://goo.gl/N1Zzfj

Cambridge, Massachusetts, Us

- Bootstrapped Harvard Magazine’s online presence from modest beginnings- Introduced online advertising (via Google DFP and AdTech) while expanding digital subscriptions and fundraising technology solutions- Performed myriad new media and news delivery functions in service to the editorial mission

New York, Ny, Us

Fast Company is an award-winning business magazine founded in Boston, Massachusetts in 1995. As one of its first employees, I worked alongside the production director to perform critical tasks such as digital color prepress and press checks at printers in Virginia and Wisconsin. I also served on the event team for the Fast Company Live conferences.My key innovation in this role was to develop a FileMaker Pro database to streamline the tracking of advertising insertion orders and positioning requests. The reporting functions in my solution were later adopted by our parent company (US News & World Report) for use at other publications.

Education record

Education record