Nicholas Williams Email & Phone Number

San Diego, California, US

San Diego, California, US

• Lead successful deployment projects as the technical expert of the Tealium Customer Data Hub
• Provide working sessions with clients to ensure early client success with new products and configurations
• Collaborate with pre-sales teams to scope out prospective implementation projects to set accurate expectations

• Provide Tier 2 Support on technical escalations from customers and employees on all Sizmek platforms
• Coach Tier 1 engineers as a subject matter expert for DSP and DMP cases
• Provide platform admin support to resolve access issues for employees and external users
• Boost new platform readiness through user acceptance testing (UAT) on behalf of R&D teams
• Ensure customer happiness and communication while consolidating Zendesks and standing processes

Redwood City, CA, US

• Decrease internal escalations by 30% while serving as an escalation point for ~$200 million of SaaS business
• Manage my team’s monthly SLA violations to < 3 monthly by creating custom dashboards in Zendesk and JIRA
• Scope out training opportunities for fellow support team members and internal customers
• Evaluate the content health of the knowledge center as a KCS Coach on a weekly basis
• Lead weekly meetings for continuing education and discussing trending and current issues
• Represent the team on various cross-functional teams for new product deployments

Redwood City, CA, US

• Directly support a stack of global DSP customers ($15 mil annual value) for optimization and technical advice
• Administer 24/7 emergency notification support with external customers in mind via Pager Duty & other tools
• Exceed a monthly average customer happiness score 95% on solved tickets
• Collaborate with all internal teams to provide quick solutions and best practices for SaaS customers
• Accelerate customer self-sufficiency by building a new culture of Knowledge Center Support via Zendesk
• Increased product stability by conducting biweekly UAT on pre-production environments to identify critical bugs

Redwood City, CA, US

• Traffic display, mobile, and Facebook campaigns to comply with ordered targeting restrictions and goals
• Troubleshoot creative and delivery issues on an average of 50 active campaigns and $1.25 million per quarter
• Proactively support mid-market sales and fellow operation teammates with campaign optimization
• Provide feedback to R&D team to guide enhancements for Rocket Fuel's systems
• Lead onboarding sessions for new team members on daily tasks and procedures

New York, NY, US

• Lead and train a global team who traffics online display and cost per click campaigns
• Develop and update procedures for trafficking new products to comply with vendor requirements
• Traffic display remarketing, contextual and behavioral campaigns and onboard SEM campaigns in various platforms including DFA, Google Ad Exchange, and Reach Local
• Troubleshoot tracking, creative and delivery issues of 700+ active campaigns among 4 products
• Support an international sales and operations team with reporting and optimization needs

Zurich, Canton Of Zürich, CH

• Post-sales support by reserving, monitoring, and providing screen shots & reporting for soldunits for campaigns within DoubleClick’s DSM & DFP products
• Traffic, test, and manage online display & mobile advertising creative for campaign launch
• Secure and process ad creative to ad specs to ensure successful launch and reporting
• Work with Account Executives to successfully optimize campaigns to ensure total delivery
• Assist other campaign specialist teams as needed.

Chicago, Illinois, US

• Serve as point person between departments to keep projects on schedule and approved
• Assist Sales team in negotiations of added value and contracts with clients
• Generate copy & design layout for print & online promotional content for 500+ campaigns
• Coordinate field marketing and special events
• Manage online giveaways, social networking sites, and promotional merchandise
• Track e-newsletter and social networking metrics

Event planning, promotions, online contest, copy writing, and research.

Ba, Communication, Studio Art, Japanese

Communication