A client centered campaign and program manager responsible for executing and managing digital advertising campaigns and other customer programs related to the ShopAdvisor API. Acting as the bridge between clients and development, sharing valuable client insights with the product team. Nurturing the client relationship throughout the life of each campaign.• Execute and Manage digital advertising campaigns for clients with a successful balance of budget and performance • Major role in the successful renegotiation of key client contracts. One example resulted in a monthly revenue increase of over 300%• Developed and implemented key operational processes and policies to support company growth o Documentation systems and policies o Implemented a ticketing system for prioritization and tracking of client requests• Create and share insight reports throughout the life of the campaign• Experience running campaigns through various DSPs including Adelphic, DataXu and Celtra• Set up access to the ShopAdvisor API for new clients• Troubleshoot API issues and unexpected results with clients and the development team• Manage key client relationships and their day to day communications• Manage day to day tasks for the development team• Assist in the development of new initiatives• Create monthly billing reports for finance

Work directly with clients on high-profile, time sensitive data collection projects. Coordinate with operations, software development, quality assurance and third-party vendors to move projects through all phases of software development, testing and fielding. Consistently provide superior customer service, develop strong relationships with clients, and look for ways to grow client accounts. Manage a large volume of high-profile, time sensitive data collection projects for market researchers.• Collaborate with the production and management teams to develop solutions that meet the client’s needs• Communicate costs and timelines to clients for out of scope requests • Assist clients with reports and data analysis• Manage other third party vendors involved in the project (Sample providers, translators, graphic designers, data analysts etc.)• Conduct quality assurance of programmed surveys• Customize graphics and images • Photograph products for specialty projects• Assist the marketing team with design and content of marketing materials

Support Quality Specialist: October 2011- October 2013o Review and evaluate customer interactions of support representatives for technical accuracy and delivery of appropriate customer serviceo Analyzed evaluation data to provide feedback on individual, team and department quality of service.o Conduct group coaching quality improvement sessionsCustomer Support Supervisor: July, 2010 to October 2011o Supervised customer support staff for adherence and performance while providing management with feedback on staff performance.o Trained, mentored and coached Customer Support staff and new hires in the areas of product knowledge, productivity and call quality to produce an awe-inspiring service interaction for customerso Assisted in interviewing and hiring Customer Support staffCustomer Support Specialist: July, 2009 to July 2010o Supported customer inquiries using phone, chat and email and resolved issues while maintaining excellent customer satisfaction