Sam Ko Email & Phone Number

Kirkland, Wa, Us

Lehi, Utah, Us

Led strategic projects around policy, training, knowledge, and enablement to lower compliance risk across all DigiCert teams. After launching a knowledge base powered by AI-search to scale compliance knowledge, I implemented industry best-in-class tools and processes to overhaul policy governance. Key initiatives include:Compliance Training- Led the design and deployment of quarterly training to upscale compliance knowledge across DigiCert.- Mandatory training achieved an unprecedented 100% completion rate, exceeding annual audit requirements.- Training content redesign led to the overhaul of the test accounts validation process. These initiatives de-risked $350M+ of annual recurring revenue.Knowledge Base- Directed the launch of the compliance knowledge base (KB), validating and centralizing commonly-sought knowledge in audits & accreditations, enterprise risk management, and industry standards.- Implemented an AI-powered search engine to scale and accelerate KB learning, achieving an annual run rate of 1200+ searches.Policy Governance Overhaul- Oversaw 400+ certificate policies updates in one calendar year for CA/Browser baseline requirements and industry standards adherence.- Policy drafting and publishing were migrated to GitHub and integrated with Jira to centralize and fully streamline the policy governance process and tighten operational controls.Controls Automation- Created framework that discovered 1600+ hours of staff-hour savings from 70+ automated controls.Audits & Accreditations- Achieved the biennial DirecTrust CA and RA accreditation, ensuring the renewal of $500K+ in annual recurring revenue.

Seattle, Wa, Us

Oversaw programs to grow Convoy’s supply side marketplace. Partnering with data science teams, I created tools to alleviate carrier shortages caused by market volatility. Afterwards, I developed a model to drive network strategy. Key initiatives include:Market Growth Strategy- Developed data science models to measure supply risk by evaluating and scoring internal and external signals to inform pricing strategy This expanded Convoy’s bid box by 1.9M bids year-to-date and increased program margin by 3.3%.- Established output and input metrics to drive success outcomes and streamlined performance management by creating tools to monitor underperformance indicators.Rapid Supply Building- Built, scaled, and automated end-to-end solutions that proactively accelerate supply growth for lane launches, which solved demand surges caused by market volatility. Programs consistently achieved 14-20% margin while maintaining 97% service uptime.- Remediated underperformance by analyzing metrics, implemented process changes, and recommend solutions to cross-functional stakeholders.

Lehi, Utah, Us

Drove strategic projects to unlock new revenue opportunities for DigiCert's Trust Solutions group. In addition to optimizing sales performance management, I led DigiCert's FPKI SSP accreditation to secure service operation for DigiCert's federal customers. Afterwards, I oversaw simultaneous customer migrations to de-risk customers from root distrust and sunset legacy systems. Key initiatives include:Audits & Accreditations- Achieved a three-year Authority to Operate (ATO) as a Public Key Infrastructure Shared Service Provider from the U.S. federal government, ensuring the renewal of $1M+ in annual bookings.- Chaired weekly stakeholder meetings to define submission requirements and negotiate timelines, ensuring impacted customers’ timelines are met with no lapse in ATO coverage.- Centralized the vulnerability assessment process by streamlining the Plan of Action and Milestones (POA&M) to cross-functionally fulfill analysis, remediation, and audit needs.Customer Migration- Oversaw migrations of customers from legacy roots and platforms to DigiCert PKI Platform 8, improving customer security, ensuring product compliance, and enabling upsell opportunities. These migrations de-risked $45M+ of annual recurring revenue.Sales Performance Management- Streamlined the full sales funnel data to be scaled for forecasting, compensation, FP&A, and account management purposes. On-time and accurate reporting contributed to 13% YoY growth of the company’s Trust Solutions group business.

Lehi, Utah, Us

- Defined the buyer journey for five product use cases and built critical customer and sales engagement assets across the funnel, resulting in an 8% boost in sales.- Rebuilt and launched an improved customer reference program by introducing best practices and implementing new technology to drive customer engagement.

San Jose, California, Us

- Performed a large-scale customer firmographic segmentation and identifying 7K+ misplaced enterprise customers in the SMB retail channel, representing $25M+ in potential upsell and a change in marketing and sales strategy.- Conducted a multi-year bookings analysis, uncovering $20M+ of misattributed enterprise bookings. Guidance led to bookings and compensation normalization, and de-risking Symantec from missed earnings forecasts.- Provided strategic recommendations by conducting extensive sales and market share research, summarizing customer behavior inferences for personas, and performing deep-dive analysis based on stakeholder feedback.- Promoted continuous improvement techniques to streamline operations and boost profitability.

Walldorf, Bw, De

- Optimized the digital go-to-market strategy using owned and paid media tactics, resulting in a $1.95M in the marketing-generated pipeline and 7% year over year revenue growth for Crystal Solutions.- Increased website-driven revenue by 40% by executing testing plans and implementing findings.- Strategized methods for optimizing marketing campaigns to enrich online presence and drive revenue.

Walldorf, Bw, De

- Generated 12% in incremental revenue by executing creative online marketing programs and promotional offers.- Drove demand generation for analytics and mobile solutions by coordinating a cross-functional marketing team of eight and leveraging B2B marketing automation, webcast broadcast and social media management platforms.- Developed protocols and procedures for utilizing emerging technology marketing vehicles to integrate them into tools to generate an entirely new revenue stream.

Walldorf, Bw, De

- Developed innovative marketing strategies and best practices for the Mobile Insights Webcast Series by deploying feedback surveys and reviewing market research.- Grew webcast registrations in B2B digital channels by 37% by expanding and optimizing multichannel outreach campaigns, including landing pages, newsletters, and engaging social media content.- Offered online strategy consultation based on program analytics to create and improve processes and systems and maximize campaign effectiveness.

- Identified core business growth opportunities for clients through key facts from survey analysis and industry research in comprehensive reports.- Defined customer values for strategy development by conducting research interviews and identifying customer insights through qualitative analysis of interview responses.

Calgary, Alberta, Ca

- Compiled detailed reports, created informative presentations and offered marketing plan recommendations to senior management.- Analyzed market strategy effectiveness by measuring the magnitude of sales lifts to identify areas for improvement.- Targeted growth areas and evaluated brand equity among demographics and responsiveness to test products by designing surveys and analyzing quantitative and qualitative responses.

Vancouver, British Columbia, Ca

- Improved the quality of customer service responses to HR inquiries by creating training guides for co-workers, dispensing real-time coaching, and continuous individual and group training.- Significantly reduced processing time and improved delivery of accruals data to customers by creating spreadsheets that interpreted vacation/sick hours earned, accrual rates, and annual rollover periods.- Attained the highest client service ratings, ranking 100% in a multitude of service categories, including problem resolution and education.

Irving, Tx, Us

- Leveraged consultative sales strengths to identify opportunities, nurture relationships and close deals.- Collaborated with service departments to create procedures to increase customer service and improve customer satisfaction and loyalty.

Omaha, Ne, Us

- Managed 20+ call center agents and improved overall performance by setting goals in monthly development plans, providing real-time coaching and disseminating pertinent information in team meetings.- Exceeded client-mandated service level agreements by engaging in day-to-day team management tasks such as scheduling, timekeeping and queue monitoring.- Developed standards of performance (SOPs) to ensure key personnel were working toward established goals.

Masters Of Business Administration, Services Management

Bachelor Of Arts, Pacific & Asian Studies