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NOTE: Not taking on projects or consultative opportunities in the EV charging space.Initiated and led 2023 strategy and execution planning, encompassing ideation, prioritization, budget planning, and OKR development.Led process and prioritization improvement efforts, resulting in increased throughput of Marketing asset development and reduction in unnecessary approvals.Drove revamp of Marketing capacity model to significantly increase accuracy, guiding the analytics team to incorporate additional criteria into their model and helping them understand how to best represent the new approach in the model.Built framework for budget clarity, eliminating confusion around shared budgets and enabling accountability for active fiscal responsibility.

Oversaw a diverse range of cutting-edge tool development, process improvement, and change management initiatives aimed at improving the performance of the Customer Success function of the $10B Microsoft business unit focused on serving SMB customers throughout the globe.Drove initiatives to improve the success of 400+ customer support agents, including the creation and rollout of new agent and customer-facing tools to improve reactive/proactive support delivery.Designed, developed, and implemented a new BI platform to track/report the revenue impact of the Customer Success team, supplying the analytics needed to shift the mindset of the group from a cost center to a profit center, resulting in the generation of $25M in annual revenue uplift.Led cultural transformation efforts to infuse ROI discipline into all aspects of the business, enabling better optimization and decision-making across the entire customer service suite.Managed teams of Analysts and Operations staff, mentoring them in process, prioritization, and operational principles—and achieving a perfect Work Health Index score of 100 as voted by employees.Built and led the portfolio management process and tools implementation, focusing on ensuring effective requirements gathering and intake, project vetting/approval, capacity planning, and ongoing monitoring to align strategic direction with the needs of internal business stakeholders. Designed, developed, and implemented a new BI platform to track/report the revenue impact of the Customer Success team, supplying the analytics needed to shift the mindset of the group from a cost center to a profit center, resulting in the generation of $25M in annual revenue uplift.

Drove all Rhythm-of-the-Business (ROB) activities for team of 35 FTEs, administering a $30M annual Customer Success budget to enable our 400+ outsourced agents to provide world-class customer service.Led annual strategy development, financial planning, and forecasting efforts aimed at improving the division’s operational acumen and analytical capabilities and providing clear direction to all stakeholders, ensuring alignment between business strategy and investment plans; efforts resulted in the generation of industry-leading customer satisfaction scores and positive ROI on proactive service engagements.Led significant change management and cultural transformation efforts within the group, creating a new “working metaphor for the team” that led to increased empowerment of and new development opportunities for MAST team members, as well as creating scale for the leadership team by offloading projects that they had to own in the old model.Managed over 50 Business Intelligence projects per year, ensuring that appropriate BI capabilities were in place to support the group’s Customer Success strategy and enabling analysis capabilities related to source-of-truth reporting, test/control monitoring, and funnel advancement rate analysis.

Launched this startup organization to provide clients with expertise around digital marketing and demand generation needs, managing all operational aspects of the day-to-day business and leading key sales, marketing, business development, customer support, and deal negotiation activities.• Managed highly successful Affiliate Marketing user acquisition programs for clients such as Skype, Symantec, Hightail (formerly YouSendIt), Sendori, Move.com, and Dwell Store, resulting in the generation of over $500K per month in revenue to the company’s customer base.• Planned and deployed a series of Mobile Marketing training projects for LinkedIn and Shopkick to help their teams understand app store optimization, allowing them to maximize the value of their mobile product investments.• Conducted Voice of the Customer text analytics work for LinkedIn, analyzing customer feedback channels to ascertain client sentiment and leverage data from social media, NPS surveys, customer service tickets, and similar sources to inform future marketing and product development efforts.

Managed a 14-member team of marketing staff and a $2M annual budget across APAC, EMEA, and NA, directing them in the execution of cutting-edge lead gen initiatives that drove 60% YOY growth in leads to the Sales team.Led all demand generation efforts for the organization including Event Marketing, Digital Marketing, Content Marketing, and Thought Leadership / Webinar facilitation.Played key role in determining the content and strategy of the K2 website, updating it to better engage potential customers in the sales funnel by streamlining both information access and the contact submission process.Built out an improved reporting framework to track all stages of the lead funnel, allowing for much greater alignment, clarity, and predictability among the sales, marketing, and executive teams.

Generated $150-200M in revenue annually across various digital marketing channels, including Display Advertising, Search Engine Marketing, Affiliate Marketing, E-mail Marketing, and Social Marketing.Managed a team of 35 marketers/analysts in a “shared service” environment and conducting detailed evaluations of advertising and marketing campaign performance to drive continuous improvement and maximize ROI.Achieved a 100% retention rate for three years, within an ultra-high turnover environment, based on exceptional strengths coaching, mentoring, developing, and supporting all assigned staff.

Responsible for all aspects of operations of $15M soccer complex, including program design, pricing, facility management, and vendor relationships.Led marketing efforts to launch indoor soccer complex, acquiring over 500 customers in 2 months.

Developed Operations, Customer Service, and Marketing processes in preparation for rollout of product to consumer market.Built relationships with plasma display manufacturers to achieve superior pricing terms, negotiating pricing that was 25-30% lower than retail prices, and ensuring supply was available to meet client needs.

Analyzed web site traffic and transaction data to develop insights and recommendations for clients such as AT&T Wireless, American Express, CDW, and Nordstrom.

Hired and managed a team of 10 account management and technical professionals who assisted 60 clients in using Avenue A, Inc.’s Atlas Suite of technology products.Designed entire Customer Service process, from campaign implementation to issue handling.

Led redesign of all processes for the e-mail marketing group, resulting in a 20% decrease in campaign implementation time and a consistency in product offering to clients.Managed the rollout of products into the Client Service Group, including role definition, process map and documentation development, and training.Served as liaison between the Avenue A divisions, ensuring that the efforts of the Technology Group aligned with the needs of the Client Service Group.

Managed monthly online advertising budget of up to $2.0 million for clients such as Disney, ESPN, and ABC.Developed online marketing strategy plans for clients by gaining an understanding of the client’s business and determining how to use Avenue A’s suite of products and services to meet their marketing objectives.Led team of 12 people in delivering world-class customer service and campaign management.Analyzed clients’ campaign data to identify insights and set direction for future initiatives.

Managed $2.4 million dollar manufacturing business unit, including 28 direct reports, $550,000 in annual materials purchases, and $1 million in assets.Led twelve professional employees in managing customer accounts totaling $20 million dollars in revenue.Worked with customers, such as Motorola and IBM, to determine customer needs; developed manufacturing and pricing plan to meet those needs.