Stephan Hovnanian Email & Phone Number

Chicago, Illinois, Us

Notable outcomes (first 90 days in Senior role):- Expanded team from 11 to 15 individual contributors which included specialized roles for technical and bilingual consulting- Refined hiring process in partnership with recruiting team to ensure we could source and seat staff more quickly (technical role was sourced and closed in 10 days)- Led initiatives to refine our engagement model based on new information about how our services are delivered alongside Customer Success- Continued to drive results across the team: Q3 CSAT was 4.97/5 (highest ever) in part due to more specialization across teamThe Services team put a foundation for growth in place from 2022 through H1 2023. In a Senior role, my focus expands to one where I help shape the next chapter of our team: How We Scale.

Chicago, Illinois, Us

I lead a team of services consultants that champions change management for our customers and their social media programs. We have two key roles:1) help the world's largest brands set up and adopt Sprout Social across their organization 2) support these brands with recurring guidance and up-skilling, so their social programs get a bigger seat at the tableNotable achievements (first 90 days, solo department leader):- Migrated all performance metrics into Salesforce (goodbye spreadsheets and silos!)- Simplified CSAT survey and workflow- Built dashboards and routines for individuals and team to track project loads and anticipate bandwidth needs- Reimagined scoping for legacy services to increase both delivery efficiency and software adoption- Rolled out a more hands-on service cadence to support our largest customers (thanks to the better data from above)- Built new hire onboarding, career pathing, and return-to-work plans to continue developing our people Year 1 outcomes:- Hire/Coach/Develop Talent: Hired 4 staff members. Promoted two staff members to Senior roles in a year's time; previous path to Senior averaged 24mo. Formalized new hire training plan to reduce ramp time by 33% and developed internal mobility guidelines in partnership with three different teams.- Achieves Results: 4.92/5 team CSAT, 90% On Time project completion rate. Staff is routinely praised by customers and internal partners alike for their responsive, thorough and caring approach to every interaction.- Thinks Strategically: Designed and implemented a social program maturity framework to serve as the backbone for how our Customer Success org can support every phase of the customer journey with Sprout.

Chicago, Illinois, Us

As a Team Lead, my role is an expert player-coach who can both lead junior team members and our largest clients in parallel. This role includes time formally dedicated toward developing leadership and people management skills, as well as improving our internal partnerships and operations as a business.Notable impact:- Improved internal handoff and assignment processes without sacrificing customer experience- Sat on hiring committee for 5 new team members, and peer mentored two of them- Developed and implemented an account transitioning plan in under two weeks (due to team turnover) that covered 90% of our active engagements- Led two Salesforce initiatives that would streamline our workflow tracking and create more transparency around CSAT surveys (our team's primary KPI)- Stepped in to lead team through significant personnel changes when our Director left, while still maintaining active customer relationships and deliverablesNotable feedback:- "Stephan always approaches extra work (like our Bambu training) with a positive attitude and with the audience in mind, so that they can master their role (short term) and their career (long term). The way he sold how Bambu can help a person up-level their presence online + their career (a true WIIFM, that got me using Bambu to post to LI for the first time!) is something many of us will remember down the road."- "I have to give a massive shout-out to Stephan for being a truly amazing team player and sprout partner! He jumped in and agreed to present at [redacted] no questions asked when no one else was available. He was barely given any time to prepare and he was able to knock it out of the park with a fully customized and relevant deck and talk track. This is a very important higher ed client and he treated them like they were our ONLY client and gave them 100% effort on his presentation. There is no doubt that Stephan's effort has solidified our place as a top partner."

Chicago, Illinois, Us

In addition to working on larger, more sophisticated customer projects, senior members of the Professional Services team at Sprout help shape the internal brand, culture, and partnership between our team and the rest of the organization. We are involved in new business, growth, and renewal deal cycles, often being called upon as subject matter experts to instill confidence in our capabilities and "hear from someone who isn't a salesperson." This is one of my favorite parts of the role. It gives me the ability to get creative and build trust with customers that they are partnering with the right company to help them give social a bigger seat at the table. Notable customer feedback:- 95% CSAT rating in 2020- 94% CSAT rating thru June 2021- "I absolutely loved working with Stephan. He was incredibly helpful in guiding our company on a path to success within Sprout. I feel proud of what we have accomplished thus far and excited to continue our partnership."- "Stephan made all the difference in this process. He made it approachable and engaging, and I feel confident we have the foundation needed to carry this work forward. He went above and beyond to position the program and myself as a success to my team as well, which I know will help solidify this work as a win and something we should continue to prioritize."Notable internal feedback:- "I am so appreciative of Stephan as a part of our business. He is able to articulate the most complex of topics into memorable concepts and soundbytes. Thank you Stephan for being such a joy to work with and a valuable partner, always!"- "Stephan, I wanted to let you know how much we have appreciated your support in the [redacted] pre-sales process. Your guidance and Advocacy 'know-how' have been key to the progression of the deal. We've veered a bit from the norm at times, but this deal looks very different without your involvement."

Chicago, Illinois, Us

The Professional Services team at Sprout Social works with customers of our products to help them launch, grow, and elevate the impact of their social and advocacy programs within the Sprout platform. We do this by providing a suite of consultative and hands-on services that make an impact at all stages of the customer journey: implementation, first use, growth, and optimization.*****************************My typical day was a mix of:- Customer training calls on how to use Sprout, tailored specifically to their role- Strategic discussions with customers on how to up-level the impact social has at their organization- Strategic discussions with teammates across sales, success, and product- Reporting and analyzing social listening data*****************************When I first assumed this role on the newly-formed Professional Services team, it was amazing. Imagine my excitement when my previous role as a team-of-one, on a specific facet of services, was rolled into one where I would be working with a full team of people across our entire platform. Some key highlights from these 18 months:- Developed internal and sales processes - Delivered implementation and consulting services to 50+ customers- Built a reputation as a subject matter expert in the areas of social listening and employee advocacyMy favorite highlight by far, and one that deserves its own callout, is that in April 2019 I was appointed as the dedicated Professional Services resource for the entire EMEA region. Building process & strategy from the ground-up in a newly-formed region for Sprout is giving me the opportunity to get creative and share my experience with a team that was eager to learn.

Chicago, Illinois, Us

Bambu by Sprout Social is a communication and sharing platform for employee and customer advocacy programs. My role is to develop programs and services that educate our customers about employee advocacy strategy and program management, so the participants of their advocacy programs enjoy the experience, see the impact of their efforts, and continue using the platform.By listening to customer use case needs and feedback, as well as executing the services I developed for our customers, I work with the product team on ways Bambu can improve the customer experience, and provide more value and intelligence to reports.Highlights:- Fully developed and launched paid content services for program setup, content curation, and event marketing.- Developed a customer-facing "Startup and Launch Guide" that is being used as part of our onboarding process.- Regularly contribute blog articles and other content aimed at sales enablement and thought leadership.

I own Shovi Websites, a company providing marketing services that keep you relevant in the eyes of today's online customer.Working with Shovi Websites is different than hiring a web designer, SEO consultant, social media manager, or signing up with a hosting company.We recognize that your entire web presence is a critical member of your business, but like any team member, needs support, accountability, and a strategy so it can perform at its highest and best.So, we don't just provide you with a website, email marketing, or site maintenance. Shovi Websites acts as an extension of your marketing department, and as such, we work best with companies who are investing in their web presence and seeking to improve their return on that investment.If you have a marketing department, and a desire to take advantage of everything the Web has to offer your business, we should talk. If you're looking for a one-off service like web design or hosting, we can direct you to some self-help, or recommend a colleague who will be a better fit until we can bring more value to your business.

Google+ Business Spotlight is a regular Google Hangout show where I invite real businesses to talk about how they are making Google+ work for their business. We share tips and strategies "from the trenches" since one of the best ways to learn is to see how someone else is doing it. ABOUT THE SHOW: http://www.gplusspotlight.comAs the show's producer, I:- Coordinate the guest lineup and interview questions- Set up Google+ Events and create trailers- Promote the show both before and after- Track performance to appeal to potential sponsors, partners, and future guests- Build content around the show and hashtag, such as blog and social postsIn April of 2014 the show was relaunched as an independent asset, which includes a Google+ page, YouTube channel, email list and website. The process of doing this meant to standardize the show's playbook and game plan, which could be used by any company looking to build content around a Hangout on Air show.

Austin, Texas, Us

Steady Demand is a firm that helps companies use the features of Google+ to grow their visibility and web footprint. Our services range from brand page management to Hangouts on Air production and blog writing. I manage a virtual team of five people to ensure our services are carried out with the highest standards, and run weekly staff meetings to discuss team wins, new ideas, and how the ever-changing landscape of Google+ will affect how we execute.To help the company better target clients, I have led strategy meetings on content marketing plans, conducted training, and written blog posts for the company blog and prominent guest blogs. I have helped our executive team shape products and packaging as well, and write internal training documents to use with new hires.

If you need the expertise of not only an experienced, active Google Plus user, but also someone who understands marketing and web strategy, consider hiring me for some hands-on personal Google Plus training and strategy design.My focus on Google+ is applying the platform's features and capabilities to improve your business. As such, I can provide you with training, consulting, brand page management, and support for implementing Google+ features yourself.Key services:- Editorial calendars and posting schedules- Developing brand voice and posting intent- Reporting, measurement, and follow-up with active clients- Engagement and Google+ circle strategies- Hashtag, semantic, and social network analysis

Commercial real estate & small business lending.

Toronto, Ontario, Ca

Commercial real estate & small business lending.

Mba, Finance, Marketing

Bs, International Business

Education record