Senior Director Global Strategic Services
Sunnyvale, Ca, Us
Provided leadership and direction to a globally distributed team focusing on sales, customer success, operations/support & network quality. Managed a $25M operating budget which included all vendors, staffing, and offshore resources. Defined key business processes to monitoring fraud and malware detection within display advertising and client webpages. Served as the administrator in Salesforce authorizing user access and controls across the teams in sales, marketing, finance, advertising and operations departments.Key Contributions:Developed and led a CS org responsible for day to day support of Yahoo’s programmatic SAAS offering. Team’s responsibilities included - adoption, renewal, upsell, requirement gathering, issue escalation and resolution. Consistently exceed all sales, renewal targets and NPS scores. Managed revenue in excess of $50MM annually.Served as the point of contact and company liaison for Fortune 100 clients including ABC, NBC, MLB, and NASCAR. Developed and deployed numerous tiered customer experience solutions offering a broad servicing for clients under constricting budget guidelines. Partnered with product teams to transfer Tier 1 technical support calls to the department allowing for more immediate issues and problems to be addressed and reducing technical calls by 60%.
