Stephen Zerbs Email & Phone Number

Apex, NC, US

Raleigh-Durham, North Carolina Area

• The Senior Digital Advertising Manager is a vital senior contributor to our cross-functional client service team, having proven experience in managing client expectations, superior platform (product) knowledge, as well.
• External Client Communication: Run client meetings and prepare and lead Quarterly Business Review presentations and discussions with little to no guidance.
• Training: Has proven ability to educate clients on platform functionality by arranging/delivering training via recorded live video sessions. Provides accurate unscripted process and workflow training to clients.
• Client-initiated Platform Enhancements: Respond to client-requested platform functionality enhancements and effectively communicated those needs along with business case support to the engineering team.
• New workflows: Assess strategic impacts of new workflows across the portfolio, and multiple clients.Surface concerns and issues that may lead to client dissatisfaction.
• Client Ticket Mgmt: Proactively review and identify potential performance issues received via tickets and triage them, identify if a straightforward response can be sent to client or review and optimize for improved.

Raleigh-Durham, North Carolina Area

• The Digital Advertising Manager is a key member of the cross-functional client service team, having both the client-facing core skillset, superior platform (product) knowledge, as well as proven core skills in SEM/Paid.
• External Client Communication: Lead client meetings and often lead Quarterly Business reviews or significant portions of the QBR discussions.
• Client Ticket Mgmt: Proactively review and identify potential performance issues received via tickets and triage them, identify if a straightforward response can be sent to client or review and optimize for improved.
• Client Ticket Mgmt: Respond to Emails & Tickets consistent with KPIs ensuring communication meets product and engineering messaging needs and is consistent with established client-facing messaging.
• New workflows: Assess strategic impacts of new workflows across the portfolio, and multiple clients. Surface concerns and issues that may lead to client dissatisfaction.
• Training: Responsible for educating clients on platform functionality and arranging/delivering training via recorded live video sessions. Provide additional, unscripted process and workflow training to clients. Also.

Morrisville, NC

• As a Client Strategy Manager, I managed 6 - 12 client accounts based on business needs, $300K - $500K+ in revenue as well as:
• Proposed and prepared a wide variety of digital marketing strategies based on client needs and goals using various platforms, including Adwords, BingAds and Facebook (i.e. manual paid search & display ads, dynamic.
• Worked with internal teams to execute proposed strategies and manage day-to-day client account operations
• Prepared and provided client-specific reporting, both system-generated and custom manual reports based on individual client KPIs
• Maintained ongoing client contact via phone and email to provide regular account performance and action item updates and act as client liaison to handle issues requiring urgent attention and/or further escalation

Cary, NC & Morrisville, NC

• Led a team of highly skilled and motivated client engagement specialists (Campaign Managers) tasked with improving customer service through direct client contact and support. Some additional highlights included:
• Managed a team of 8-11 Campaign Managers (CMs) based on business needs
• Executed planning, assessment, development and coaching of managed team as well as hiring & training
• Assisted in the design and implementation of departmental goals and processes, including the creation and dissemination of a process checklist for newly hired CMs
• Worked with CM team members, sales partners and clients to address set up, execution, performance and billing issues with client accounts, to include the full product suite of search engine marketing (SEM), search.

Cary, NC

• Acted as a client engagement specialist and helped to improve customer service by providing client contact and support. While working as a Campaign Manager, I also:
• Managed and monitored 250+ digital marketing accounts based on departmental needs
• Supported and maintained clients’ search engine marketing (SEM), search engine optimization (SEO), online display, and digital presence management campaigns as well as websites and video products
• Worked with cross-functional teams to troubleshoot, research and remedy issues with client products
• Provided assistance and mentorship for newly hired Campaign Managers

Cary, NC & Morrisville, NC (formerly Dex One)

• Enhanced client search engine marketing campaigns to ensure they were performing at optimal levels. Some highlights of my time as an Editorial Search Specialist include:
• Ensured proper targeting for client SEM programs through keyword & geo selection and relevant ad copy
• Reviewed Google Adwords & BingAds accounts to research, analyze and remedy SEM performance issues
• Collaborated with our Keyword Team to create and edit keyword sets
• Determined and updated category and geo selections for proper IYP site placements
• Created effective client-specific copy for sponsored ads and original content for client profiles

Morrisville, NC

• Created effective client-specific copy for sponsored ads and original content for client profiles
• Updated client profiles to ensure correct industry-specific categories & service areas
• Reviewed client profiles for grammatical errors and stylistic incongruity

Morrisville, NC

• Assigned as an Editorial Coordinator & offered a permanent position with Dex One after only 5 months

Associate Of Arts, General Studies, 3.77

● General education coursework

Bachelor Of Arts, English, 3.72

Activities and Societies: Golden Key International Honour Society ● Graduated with Magna Cum Laude honors ● Concentration in English.