• Responsible for customer technical thought leadership for complex PaaS implementations, platform education and digital experience industry knowledge• Good practice advisory on the connected landscape and headless CMS/Commerce integrations (eg: API, Webservices, ERP/PIM/DAM tech stack integration, etc.)• Identify key technical strategies that will unlock business value and a quick and agile delivery for clients• Engage, strategize, and cultivate deep relationships with senior level executives at client companies• Interface with Product and Engineering teams as Optimizely internal and external customer advocate to help shape our product roadmap

- Provide technical guidance to marketing managers, product strategists, system architects around best practices on how to use our marketing SaaS solution- Manage multiple concurrent complex MarTech client projects across multiple phases by owning the inputs and managing deliverables, including time management, deadlines, internal/external communications and management of expectations- Drive the implementation and customer on-boarding taking help from key internal stake holders (professional services, support, etc) with key focus around 'time to value' objectives- Use technical and product expertise to leverage product value, product usage expansion and generate new use cases- Collaborate closely with the Technical Support, Product and Engineering teams at Marketo to deliver meaningful outcomes and increasing business value to our clients

- Effectively solve ad-hoc customer issues as needed, interacting with Engineering Support, escalating customer issues as needed, and identifying solutions/resources- Analyze partner business needs and help in creation of initiatives to facilitate business growth in high touch and tech touch models- Devoted to making sure that existing software architecture within a client is working well and being used efficiently. Familiar with the range of software-based technologies most commonly used in a partners environment; i.e., web browsers, SQL, Java, front-end development, .NET, etc.- Drive the achievement of high levels of partner retention within an assigned set of strategic IT partner accounts

• Cultivated, sold, managed and executed current 7 month nationwide project with net revenue of $530k. Team consisted of 5 direct report telecom/IT technicians, accounting team and 2 project coordinators. Total budget of $327k included all airfare, rental cars, salaries, per diems, equipment and hotels for each member of the team.• 12 month contract with National Healthcare provider to upgrade and streamline individual location switch racks. Interview over 60 technicians and hired for 15 contractor positions, managed all scheduling, quality control, payroll, budget and reporting. 235 locations completed annually with a net revenue of $845k and 37% profitability quarter over quarter.• Detailed P&L reports provided to executive leadership on a month basis to determine areas of success and cost reduction analysis. Month to month growth increased consistently at 22-25 locations complete in the final 6 months of project.

• Increase client list to 600+ with an annual net spend of over $3 million. Churn reduced to <2.7% with a Q1 and Q2 average of $80k in monthly net revenue increase. Pioneered an “off-boarding” program to reduce clients leaving while out of contract and brought down our average client loss from over 4% to just under 3% within 6 months.• Major branding partnerships and clients included State Farm (160+ locations), European Wax Center (130+ locations) and Walmart (600+ locations). Monthly reporting and performance analytics which resulted in all 3 clients moving from a reactive enhanced profile program to a CPC aggressive budget increasing total net spend upwards of $700k annually. • Maintaining constant communication between account executives, finance and sales management to provide accurate and team driven reporting designed to demonstrate future success for each brand/client.

• 525 clients/advertising programs in my book of business which would total ~$2.2 million in total annual spend. In 2014 my churn rate was under 3.2% with a monthly net increase of revenue averaging $55k per month. • Last 6 months on the job I finished top 10 for Q3 and Q4 out of 140 Account Managers for total churn, net spend increase, 12- 15 average locations added and a monthly outreach of <24days.• Multitasking, prioritizing and handling schedule due to large quantity of clients. Proactive reporting to determine which needs are met first and prioritizing which clients to handle first.

• Manage performance, attendance, conduct, results and behaviors on a daily basis for 13+ employees along with month over month results. Blend of customer service, escalation reps and technical support all on one team. • Weekly one on one’s with each employee, consistent daily coaching, monitoring and assessing weaknesses/strengths, discussing future goals, creating a structured team environment and always pushing for positive attitudes. • Quarterly presentations to executive leadership and weekly meetings discuss movement of employees and overall team performance. Performance improvement plans and corrective action taken as needed for each employee.• Q4 of 2012 my team finished 7 out of 150 teams in combined stack ranked metrics. First Call Resolution at 98.5, Representative Satisfaction at 97.3, Net Promotor Score at 92.9, Disconnect Rate under 6%, Additional Revenue Added over 6.3 monthly, Average Calls Per Day under 30 and consistently sharing success with other teams.

• Lead or complete audits that involve taking raw data for chosen audit, creating a tracker for compiling results while listening to calls, using pivot tables to accurately portray results into power point presentations that are shown to West Area Leadership. • Required strong analytical, organizational, and communications skills. Comprehensive Excel and PowerPoint knowledge required and utilized on each audit.• Reduction in Call in Rate to 23 direct call centers by upwards of 17% and created new representative processes/training to reduce errors along with minimalizing misinformation provided to customers.