Director, Client Services and Operations

• May 2018 - Present

Organizational Leadership: As a key member of the leadership team playing a critical role in the strategic, cultural, financial, and operational leadership of the organization. Helping to shape and steward Demand Spring people strategy, service offerings, go-to-market plans, financial decisions, operations, and growth plans. A key leadership voice to our employees, partners, and customers.Client Services Leadership: Leading the Client Catalyst function, developing and managing the people, process, and technology components that enables to have happy, successful clients. Responsible for people management, resource allocation, optimizing client services processes, and for ensuring the Client Services team are managing project profitability, resource allocation, and utilization effectively.Operations Leadership: Responsible for putting in place the processes and structures that enables to deliver client success and grow profitability including but not limited to:o Scheduling billable resources (traffic management)o Ensuring ongoing profitability analysis, working with Financeo Developing policies and procedures working with HRo Managing pricing schedule (rate cards)o Engaging with employees on internal operations and procedures (sounding board)o Optimizing end-to-end client processeso Identifying and closing technology gaps relative to business requirementso Scheduling billable resources (traffic management)o Ensuring ongoing profitability analysis.o Work with Finance to ensure infrastructure is built to support analysis. o Developing policies and procedures working with HRo Managing our pricing schedule (rate cards) – create a comprehensive rate card.o Engaging with employees on internal operations and procedures (sounding board), ongoing and organic.o Optimizing end-to-end client processeso Identifying and closing technology gaps relative to business requirementso Business Development

Vice President of Operations

• Oct 2016 - May 2018

• Provide leadership and daily management of all internal teams to deliver services while maintaining service quality and improving margins• Work closely with all departments of the company to deliver on the desired customer experience • Work alongside finance to monitor the profits and losses of the company and ensure that the profits are growing steadily each year• Train internal teams on general practices and solutions offerings• Identify ways for employees to use time more efficiently• Act as the subject matter expert and thought leader for facilitating organizational change in a rapidly expanding environment• Drive strategies at a high level as well as work through execution details to ensure success of the entire operations area• Manage relationships with internal stakeholders to help advance value proposition and customer experience• Prepare all new business budgets and presentations• Promote culture through transparent communication and presence• Identify and source platforms and technology needed to support delivery of products• Ensure departments are providing processes documentation to produce detailed KPIs for measuring success• Manage assigned client workload at various work stages from strategy development through post-production• Run daily production meeting and provide production, creative, and general agency assistance as necessary• Utilize HubSpot daily for both internal and external needs• Work with clients and agency to design and implement marketing programs• Responsible for presenting campaign-level alternate creative concepts• Responsible for estimates, schedules, copyediting, proofreading, list buying, premium research, stock imagery purchase, and media buys• Manage outside vendors for print and digital production

Director of Operations

• Aug 2012 - Oct 2016

Strategist and Account Manager

• Nov 2007 - Aug 2012

• Manage assigned client workload at various work stages from strategy development through post-production• Manage internal projects for all print and interactive jobs• Implemented internal status meetings• Provide production, creative, and general agency assistance as necessary• Prepare and process daily client schedules, organized and maintained traffic working files• Utilize Hubspot on a daily basis for both internal and external needs• Work with clients and agency to design and implement marketing programs: digital (Web sites, Flash demos, and Web banners), collateral (annual reports, corporate brochures, case studies, and data sheets), direct response (traditional direct mail, promotional dimensional packages, and e-mail), branding (logos, tag lines, company names, and product names), and advertising in various healthcare publications• Responsible for presenting campaign-level alternate creative concepts—each conceptualized from client agreed-to strategic platform; also responsible for briefing creative team on client selection and feedback• Responsible for estimates, schedules, copyediting, proofreading, list buying, premium research, stock imagery purchase, and media buys• All duties of senior account manager plus manage all production associated with jobs. Manage outside vendors for print production, mail production, list acquisition, advertising (hi-res pdf files), signage, photography (stock and original), plus html and text e-mail; variable-field printing

Project Management Supervisor

• 2005 - Sep 2007

• Managed all interactive and print projects for Merrill Lynch and supervised others for all other client work• Implemented image library system for creative server• Worked with creative resources manager and studio manager to establish schedules and availability• Managed all New Business pitches with creative department• Established traffic system for Boston-like agency• Implemented internal status meetings, and managed project management/traffic department• Managed internal projects for all print, broadcast and interactive jobs• Provided production, creative, and general agency assistance as necessary• Prepared and processed daily client schedules, organized and maintained traffic working files

Senior Traffic Manager

• 2004 - 2006

• Provided production, creative, and general agency assistance as necessary; including client interaction when necessary, proofreading and editing, and creative comments• Creative assignment, scheduling, and delivery of all jobs for Celebrity Cruise Lines, GoodYear Tire, and internal New Business pitches• Assisted in implementing changes to existing traffic system • Provided production, creative, and general agency assistance as necessary; including client interaction when necessary, proofreading and editing, and creative comments• Creative assignment, scheduling, and delivery of all jobs for Celebrity Cruise Lines, GoodYear Tire, and internal New Business pitches• Assisted in implementing changes to existing traffic system

Senior Account Executive

• 1997 - 2004

• Managed assigned client workload, averaging four to six clients and 20 to 30 projects simultaneously at various work stages from strategy development through post-production and results analysis• Worked with clients and agency management to design and implement marketing programs: digital, collatera, direct response, branding, and advertising• Participated in BBDO-caliber strategic planning through final production and results analysis, working closely with traffic, production, creative teams, and agency management• Responsible for presenting campaign-level alternate creative concepts—each conceptualized from client agreed-to strategic platform; also responsible for briefing creative team on client selection and feedback• Experience with the design and analysis of both quantitative and qualitative research, and proprietary database builds. • Responsible for estimates ($1,500 to $500,000-level programs), schedules, copyediting, proofreading, list buying, premium research, stock imagery purchase, wardrobe, prop and model management during original photography shoots, and media buys• All duties of senior account manager plus managed all production associated with jobs for this full-service $6 million, 12-person integrated branding and marketing company, working with technology-based B2B clients• Managed outside vendors for print production, mail production, list acquisition, advertising (hi-res pdf files), signage, photography (stock and original), plus html and text e-mail; attended frequent press checks and oversaw mail production involving complex matches and spreadsheet-based variable-field printing• Designed, implemented, and documented entire traffic system for 6-person $3 million integrated marketing company• Developed, implemented, and documented quality standards and procedures from initial art file preparation through press checks and post-production