Sr. Consultant

• Feb 2021 - Present

Key Account Director

• Feb 2018 - May 2020

Strategically growing new customer relationships while exceeding forecast revenue targets working with the largest wholesale distributors in the US. Launched strategic technology integrations to drive efficiency and automation. Cross-functional leadership working with operations teams to deliver world-class service. Developed revenue and margin strategies in a dynamic transportation and logistics market. Strategically growing new customer relationships while exceeding forecast revenue targets working with the largest wholesale distributors in the US. Launched strategic technology integrations to drive efficiency and automation. Cross-functional leadership working with operations teams to deliver world-class service. Developed revenue and margin strategies in a dynamic transportation and logistics market.

Sr. Program Manager, Advertiser Experience

• Sep 2017 - Jan 2018

Built and managed first-time global program to provide a world-class advertiser experience through continuous global process, product, technology, and service improvements across the Amazon Media Group. Accountable for the development and launch of seven global program initiatives to gather feedback inputs, build a database service for input collection and analysis, and tracking mechanisms to drive accountability, ownership, and status across product and services teams. Internally responsible for building and managing a worldwide recognition program across 850 person organization to improve employee satisfaction and retention. Show less

Manager, Account Management

• Sep 2015 - Aug 2017

Manager of Account Management for Amazon’s Display Advertising program. Responsible for staffing a team of vertically aligned, strategic account managers to ensure appropriate account coverage and campaign support during media planning, order creation, creative delivery, campaign delivery, and billing and reporting. Ensure optimal campaign performance through proper setup, optimization, and timely and accurate analysis and reporting; delivering on all contracted revenue and contributing incremental revenue by upselling through service; ensuring execution accuracy by and improving efficiency by streamlining processes and improving tools that enable the team to improve throughput and revenue. Primary point of contact for service execution. Partner closely with sales, product marketing, and technology teams to ensure teams are able to accomplish their responsibilities and exceed customer expectations. Show less

Senior Manager, Social Media & Reputation Marketing

• Jun 2012 - Sep 2015

Manage team of Account Managers and Support Specialists who provide strategic and consultative Social Media services with the goal of delivering a phenomenal customer experience. Focus on hiring, training, and coaching team to drive value-add strategic Reputation Management and Social Media services. Developed key account management strategies and support processes to retain and delight customers. Ensured smooth on-boarding and phased client support engagement, leveraging industry best practices through “white glove service” methodology. Engage Sales, Product, and Services teams to gather competitive feedback and drive ongoing proprietary Social Media product enhancements. Show less

Director of Account Management

• Apr 2011 - Feb 2012

Directed team of enterprise account managers, driving account growth and retention through integrated client relationship management, service delivery, and business development. Collaborated with Business Development team leadership to qualify, pitch, and win new business, as well as senior executive staff to foster growth opportunities and drive incremental revenue. Steered development of targeted account strategies, as well as overseeing campaign management, analysis, and P&L for top clientele. Ensured fulfillment of partner requirements and financial commitments. Crafted and executed impactful call marketing campaigns, leveraging search engines as delivery vehicle for obtaining targeted leads. Show less

Account Director

• Mar 2010 - Apr 2011

Forged and capitalized on strong relationships with enterprise-level clients and agencies to manage and expand business with existing accounts. Provided rich mentoring, leadership, and management to team of client service and account management professionals. Cultivated emphasis on improving efficiency, effectiveness, and account profitability, continually reviewing account operations and ensuring utilization of best practices. Liaised between sales, strategy, marketing, technical solutions, and executive teams to elevate internal operations and outperform client expectations. Show less

Senior Account Planner

• Aug 2006 - Oct 2009

Carried robust oversight for global Microsoft relationship for all lines of direct marketing services, including lead response management, database, competitive intelligence, closed-loop relationship management, data cleansing and service bureau, promotional, and transactional email. Built exceptional rapport across many tiers of Microsoft’s management. Showcased expertise in project management, leading internal and external client meetings to ensure all projects and campaigns were completed on-time and within budget. Gained rapid mastery of Microsoft procurement, proposal, contract processes, and multiple MSVP programs. Prepared strategic documents, position papers, marketing plans, and proposals for Microsoft leaders. Show less

Client Relationship Manager & Account Manager - Volkswagen, Audi, & Subaru

• Feb 2003 - Jan 2006

Provided strong relationship management, operational execution, and software project delivery. Liaised with field-based client executives to lead development and execution of key sales initiatives that drove incremental revenue. Scope of leadership responsibility included crafting proposals, P&L and operational reporting, channel financial budget, and forecasting to ensure existing revenue stability and account growth. Provided strong relationship management, operational execution, and software project delivery. Liaised with field-based client executives to lead development and execution of key sales initiatives that drove incremental revenue. Scope of leadership responsibility included crafting proposals, P&L and operational reporting, channel financial budget, and forecasting to ensure existing revenue stability and account growth.

Client Services Operations Manager

• Feb 1999 - Dec 2002

Excelled in a series of operational client services roles ranging from the management of more than thirty front-line tier 1 and tier 2 direct reports. Teams ranged from inside sales, production support, and the origination of an outbound consultative CRM team. Performed all developmental aspects of team management, including annual performance reviews, goal setting, and professional development of direct reports, promotion and separation decisions, weekly team meetings, one-on-one sessions and compensation decisions. Worked independently and collaborated with cross-functional teams in a fast-paced and constantly changing environment. Show less