Sam Cao, Mba Email & Phone Number

Boston, Massachusetts, Us

San Francisco, California, Us

- Project managed multiple implementations across various industries working with internal and external resources to ensure project scope and expectations are met.- Collaborated with various teams and departments within the Customer Success org to enhance the customer experience from contract negotiations to implementation handoff.- Guided customers through the implementation process incorporating business and marketing objectives into an actionable project scope creating a tailored experience.- Provided platform overview and training on best practices, recommendations, and use-case strategization leading to an average satisfaction score of 4.56 across 57 completed implementations.- Worked closely with customers on developing effective deliverability practices leading to better user engagement and conversion via email, mobile, and SMS channels. - Coordinated and resolved issues between customers and external partners, gaining customer trust and becoming a valuable resource. - Troubleshoot customer implementation issues like network configurations and REST API integration. - Develop digital marketing program templates using HTML, CSS, and Handlebars for unique customer use cases. - Proactively monitored the digital marketing landscape, highlighting major industry changes and advising customers on how best to navigate the changes.

Palo Alto, California, Us

- Led and managed all aspects of the onboarding and implementation process, including project scoping, coordinating and leading technical workshops, and acting as primary relationship owner for customer workstream owners and leadership. - Collaborated with key client stakeholders to integrate Branch technology across web, social, paid, and CRM, leading to the successful launch of Branch into their mobile and web applications. - Worked cross-functionally with Sales, Customer Success, and Product to ensure all technical nuances were vetted and worked to scope custom solutions to ensure a smooth project flow. - Tailored implementation guides, technical project plans and go-forward business cases to each client’s tech stack and business KPI’s. a comprehensive plan for the CSM team and clients after project roll-off.- Worked closely with clients to review implementation timelines, provide use case recommendations, and debug any potential issues throughout the onboarding

- Work with the client, Ford, to test and enhance the account management website in order to provide a positive post-purchase customer experience.- Regularly meet with clients to provide strategic recommendations and updates on testing cadence and ongoing risks associated with the account management website.- Ensure smooth production launches through rigorous testing and a deep understanding of customer needs.- Coordinate with cross-functional teams (Project Manager, Creative and Engineering teams) to prioritize each sprint, ensuring requirements are tested and meet acceptance criteria. - Triage and prioritize a backlog of defects in JIRA, leading to effective and timely resolution of the most impactful issues.- Wrote and maintained over 500 test cases in QASymphony and PractiTest leveraged by testers to ensure full coverage of use cases.- Automated 86% of manual test cases in a proprietary Python-based scripting program for account management website.- Manage an onshore and offshore testing team, assigning daily tasks and weekly objectives to encourage continuous improvement of skills.- Onboard and train new team members to familiarize them with the necessary tools to complete daily tasks.- Lead weekly scrum calls with clients and engineering team, triaging critical defects and ensuring tickets are resolved prior to code entering production.

New York, Ny, Us

Milwaukee, Wi, Us

Master Of Business Administration - Mba, General Studies

Bachelor'S Degree, Business Administration; Finance

General Studies, General Studies