Simon Mak Email and Phone Number

Amplitude is the leading Digital Analytics Platform. Almost 2,000 customers, including Atlassian, Jersey Mike’s, NBCUniversal, Shopify, and Under Armour, rely on Amplitude to gain self-service visibility into the entire customer journey. Amplitude guides companies every step of the way as they capture data they can trust, uncover clear insights about customer behavior, and take faster action. When teams understand how people are using their products, they can deliver better product experiences that drive growth.* CSM of the Year, North America (2020)* President’s Club (2019; 2020)

Talkdesk is an easy-to-use, cloud-based call center software solution that helps improve customer interactions while reducing costs.◦ Manage post-sale relationships for a portfolio of 20 strategic & enterprise customers◦ Responsible for overall CSAT, stakeholder engagement, retention & renewal, and identifying upsells & cross-sells◦ Ensure successful deployment of Talkdesk solution (including client onboarding, change management, and de-escalations)◦ Improve adoption by examining customer workflows, identifying gaps, and pitching Talkdesk features & partner offerings◦ Advocate for product enhancement requests by presenting customer feedback to Product & Engineering teams◦ Create training content for agent on-boarding, supervisor tools, Talkdesk reporting capabilities, and industry best-practices

RichRelevance is the global leader in omnichannel personalization and is used by more than 200 multinational companies to deliver the most relevant and innovative customer experiences across web, mobile and in store.◦ Lead professional-services projects (e.g. integration of product recommendations, content personalization, and customer experience optimization) for major retailers such as Bloomingdale’s, Michael Kors, Saks Fifth Avenue, and Under Armour ◦ Design, administer, and interpret A/B tests to demonstrate incremental value of software solution to key decision-makers◦ Perform strategic consultations: conduct personalization audits, advise on best practices, and produce hill-climbing plans◦ Onboard new platform customers and serve as client-excellence resource for inquiries on product functionalities ◦ Support new business pitches (e.g. proof-of-concept executions) and upsell site-optimization projects to existing customers

Twelvefold helps brands target, reach and persuade engaged audiences by delivering the right ad, in the right place at the right time.◦ Supervise campaign fulfillment operations (in excess of $20mm in annual ad revenue) on behalf of Twelvefold advertisers◦ Lead a team of analysts & operations specialists responsible for producing successful targeted-ad campaigns and meeting client marketing objectives, at all deal stages (i.e. pre-sale, campaign execution, upsell & renewal) ◦ Establish workflows & best practices used to identify highly-relevant advertising inventory at scale ◦ Design effective strategies for bid optimization, performance optimization & inventory targeting across various RTB markets (i.e. ad exchanges and demand-side platforms) ◦ Support Sales team in new business pitches by preparing insights on content creation & media consumption ◦ Serve as subject-matter expert for Twelvefold’s content-targeting capabilities & field post-sale inquiries from Client Services

From social media to search and display advertising, Microsoft Advertising delivers the reach, relevance and impact for online campaigns to succeed.◦ Manage post-sale relationships with a client portfolio of 20+ premium brands & agencies◦ Direct the implementation of 60+ advertising campaigns, totaling >$4mm in media value◦ Supervise all aspects of operational workflow, i.e. onboarding new clients, creating new orders, booking inventory, tracking media delivery, optimizing campaigns to meet KPIs, producing post-campaign reporting, and pitching upsells & renewals ◦ Identified & closed $500K in upsells via production of media plans, pitch decks, and supporting research