Experience

Zift Solutions

• United States
• Software Development
• 100 - 200 Employee

• Chief Customer Officer

  • Apr 2023 - 9 months

  United States Ensuring customers achieve the outcomes they desire while helping to lead Zift’s growth. I help define and align our value proposition from the first marketing touch to the last customer success interaction. I support M&A strategy. I integrate technology and lead operations across the business for maximum efficiency, customer and employee satisfaction, and growth.



Uberflip

• Canada
• Software Development
• 100 - 200 Employee

• Vice President of Professional Services

  • May 2020 - Apr 2023

  Toronto, Ontario, Canada As a leader in the Product Organization, I am responsible for helping our growth phase SaaS business scale to its next round of funding. I'm am a integrator leader for both M&A and organic growth strategies. I help evolve Go-to-Market Strategy and Value Delivery through digital transformation, service design, growth strategy, customer experience, employee enablement, sales enablement, and product innovation. While the revenue teams drive new revenue, my teams deliver the value needed to retain… Show more As a leader in the Product Organization, I am responsible for helping our growth phase SaaS business scale to its next round of funding. I'm am a integrator leader for both M&A and organic growth strategies. I help evolve Go-to-Market Strategy and Value Delivery through digital transformation, service design, growth strategy, customer experience, employee enablement, sales enablement, and product innovation. While the revenue teams drive new revenue, my teams deliver the value needed to retain and grow ARR. I lead several functions, including customer onboarding, product customization, professional services, service innovation, customer success, managed services, learning and development, and marketplace app development. Show less



Schulich ExecEd

• Canada
• Professional Training and Coaching
• 1 - 100 Employee

• Instructor at (SEEC) Schulich School of Business

  • Aug 2018 - Apr 2023

  Toronto, Canada Area Through my scaling mindset course, I teach up-and-coming talent how to become leaders who drive product and service innovation while delivering business as usual. Application include coaching talent through Mergers and Acquisitions integration and hyper growth phases. My course is available to corporate clients, as well as other institutions around the World.



Caledon Consulting

• Business Management Consultant

  • May 2018 - May 2020

  Toronto, Ontario, Canada Caledon helps B2B technology companies scale growth through Mergers and Aquisition and customer-centric strategies. I help companies determine acquisition targets that maximize business value. I determine pre and post acquisition value propositions, product adoption model, integration and operations strategy and plan.



RBC

• Canada
• Banking
• 700 & Above Employee

• Director, Customer Experience Design and Insight

  • Apr 2017 - May 2018

  Toronto, Ontario, Canada CXDI is the customer-centric capability within RBC that accelerates growth through innovation. Cosmo lead over 100 managers and directors from across the organization through strategic initiatives that prioritized opportunities and created game-changing products, services, customer experiences, marketing programs, and sales strategies. He and his teams generated incalculable growth, and increased NPS, contributing to earning more profit and JD Power awards than any other bank. • Grew market… Show more CXDI is the customer-centric capability within RBC that accelerates growth through innovation. Cosmo lead over 100 managers and directors from across the organization through strategic initiatives that prioritized opportunities and created game-changing products, services, customer experiences, marketing programs, and sales strategies. He and his teams generated incalculable growth, and increased NPS, contributing to earning more profit and JD Power awards than any other bank. • Grew market share, acquisition, retention, and share of wallet of the retirement segment while ensuring a unified customer journey and experience by increasing clients ability to envision the future they want and reduce their risk of not having enough money on which to retire. • Grew acquisition and share of profit of RBC personal credit card clients while switching them to a higher margin SMB business offer by increasing the value offered by the included features and reducing competitors ability to copycat. • Grew acquisition and market share of retail banking clients while fitting into an enterprise-wide marketing touch strategy by increasing the personalization of "Account-Open" nurture campaigns and reducing the time it took to transfer marketing data internally. • Grew customer engagement with the RBC rewards program while meeting the expectations of sponsorship partners and retention marketing teams by increasing the convenience customers received from the program and decreasing the brand connection to the credit card business. • Grew market share of RBC US Bank retail while improving back office systems by increasing business process efficiency and decreasing service errors. • Grew strategic advantage and profitability while maintaining RBC's 72 billion dollar retail business by increasing convenience for the customer through the use of digital technologies and reducing overlap between mortgage, investment, and financial adviser roles Show less



Quarry

• Marketing Services
• 100 - 200 Employee

• Director Management Consulting

  • May 2015 - Dec 2016

  Kitchener, Canada Area Cosmo launched a new consulting practice that helped leadership teams capture untapped growth and solve M&A challenges. Cosmo's subject matter expertise in b2b best practices, ethnographic research and CX journey design helped clients inform business strategy, understand customers hidden needs, define personas, design new services, adopt new technologies, improve business process, redesign the customer experience, and align strategic and project execution teams. Cosmo was Teradata's… Show more Cosmo launched a new consulting practice that helped leadership teams capture untapped growth and solve M&A challenges. Cosmo's subject matter expertise in b2b best practices, ethnographic research and CX journey design helped clients inform business strategy, understand customers hidden needs, define personas, design new services, adopt new technologies, improve business process, redesign the customer experience, and align strategic and project execution teams. Cosmo was Teradata's customer retention business partner tasked with helping the CEO, executive group, and M&A team turnaround their SaaS business while readying it for sale. • Led research teams through an internal cross-functional and customer interview process that mapped the customer journey against all internal processes, functions, technologies and touches which uncovered root causes of Teradata's retention issues • Led a global cross-functional team that worked to redesign the business model, business architecture, leadership roles and responsibilities, corporate objectives, compensation conflicts, policy, the product roadmap, customer success capabilities and the customer experience. • The total redesign decreased churn by 60%, improved profitability and enabled Teradata to divest and sell the business to an Equity firm where continues to grow today. Show less



GET LIFT Agency

• United States
• Advertising Services
• 1 - 100 Employee

• Chief Executive Officer | Board Member

  • Nov 2004 - Apr 2016

  Toronto, Ontario, Canada In 2004 Martech SaaS expert Cosmo Mariano innovated personalized communications and quickly became a fast growing customer-centric marketing services company in the US and Canada. Over ten years Cosmo managed over 250 strategic, creative, design, and development experts across several disciplines. His pioneering integration of personalized print and digital advertising, website design, and marketing automation helped clients like Telus, Microsoft, Blackberry, Ford, Mercedes and AMEX grow… Show more In 2004 Martech SaaS expert Cosmo Mariano innovated personalized communications and quickly became a fast growing customer-centric marketing services company in the US and Canada. Over ten years Cosmo managed over 250 strategic, creative, design, and development experts across several disciplines. His pioneering integration of personalized print and digital advertising, website design, and marketing automation helped clients like Telus, Microsoft, Blackberry, Ford, Mercedes and AMEX grow top-line revenue through acquisition campaigns, retention campaigns, channel programs and lead generation. Acting on behalf of Telus' Consumer and Small Business Marketing Teams, Cosmo led the development and execution of segment specific marketing strategies and programs targeting both the acquisition and retention of customers across the key segments. Responsible for customer research, messaging, campaign strategy, creative strategy, and campaign execution, Cosmo's teams: Doubled Telus' professionals subscribers year-over-year for five years in a row Used one-to-one offers to reduce Koodos' customer churn to under 1% Used one-to-one "Push To Talk" product offering to grow the skilled trades and agriculture segments by greater than 20% year over year Overtook and lead market share in key markets Generated hundreds of millions of dollars in cross-sell, up-sell revenue Won Canadian Marketing Awards for best B2B acquisition and retention campaigns

• Chief Revenue Officer | Board Member

  • Jan 2010 - 2016

  Austin, Texas Area Responsible expanding the business into the US market, Cosmo led the go-to-market team that developed and launched a new service portfolio including: sales and marketing automation software integration (Eloqua, Salesforce.com), sales and marketing alignment consulting, b2b lead generation best practices consulting, and demand creation campaign execution. Within twelve months, Cosmo built GetLift US into a multi-million dollar, leading digital B2B revenue marketing agency with a several… Show more Responsible expanding the business into the US market, Cosmo led the go-to-market team that developed and launched a new service portfolio including: sales and marketing automation software integration (Eloqua, Salesforce.com), sales and marketing alignment consulting, b2b lead generation best practices consulting, and demand creation campaign execution. Within twelve months, Cosmo built GetLift US into a multi-million dollar, leading digital B2B revenue marketing agency with a several enterprise clients including AMD, Dell, Citrix, Solarwinds, National Instruments. Cosmo was agency services business partner on the AMD marketing team that: • Managed digital marketing strategy and operations worldwide including AMD.com, online demand generation, email marketing, search, and other online marketing activities. • Defined and implement a new global digital demand generation planning process for B-to-B and B-to-C audiences resulting in faster time to market and more coordinated and effective marketing efforts • Consolidate worldwide digital marketing team and agencies and reduced global costs by 30% • Centralized global content management process and reduced time-to-deliver localize regional content by 75%. Deliver content in 13 languages, 45m page views and 500k emails to 12m+ unique customers monthly • Redesigned the global AMD corporate website while migrating it to a completely new, mobile friendly, platform by leading a global team of product marketers, sales leaders, sales and marketing automation developers, campaign specialists, content creators, art directors, web designers and developers, writers, translators, creative directors, marketing strategists, UX experts, SEM and SEO expert, and brand leaders. • Consolidated over 90 disparate internet sites onto new global platform, including merger with ATI.com. Launched content syndication, affiliate and promotional marketing to 90+ e-tailers delivering over $100M of revenue referral.



The Shop Creative Solutions

• Director of Business Development and Client Success

  • May 2000 - Oct 2004

  Toronto, Canada Area Developed strategic go-to-market plans, creative campaigns, and new business opportunities. Innovated and integrated personalized digital print, call-center management, dealer kiosks and web form submissions, to acquire and on-board approximately 1,000,000 new insurance customers for the Ford US Insurance program Executed Honda Canada's new product launch campaigns to consumer and the national dealer channel



AFV Multimedia

• Strategic Accounts Director

  • May 1997 - May 2000

  Toronto, Canada Area As and accounts director and digital media producer, Cosmo was responsible for developing new business and overseeing the execution of integrated multimedia tactics and content deliverables, including: interactive CD ROM, websites, corporate and advertising film & video production, event and sales collateral.