Robert Kosa
Manager, Enterprise Client Success at AcuityAds Inc.- Claim this Profile
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English Native or bilingual proficiency
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French Professional working proficiency
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Hungarian Professional working proficiency
Topline Score
Bio
Marc Proctor
Robert is extremely thorough in his work, consistent in the quality of his client solutions, a meticulous subject matter expert who is able to provide well-balanced client solutions at a moment's notice while balancing heavy workloads. His ability to genuinely build rapport with clients quickly and seamlessly integrate into their inner workings to provide optimal service is outstanding. He possesses many traits and qualities of a successful VP of client success at only the managerial phase of his career and is still dedicated to learning new skills and increasing his capacities. It has been a privilege and honor to work alongside Robert.
Yahan J Mensah
I've learned so much from working with Robert. He was always readily available to provide insight and help whenever I needed it. Although he has great management skills, he has proven to be a leader by consistently supporting his teams growth. Robert has aided in initiating several projects to help propel individuals to exceed expectations within their roles. He continues to build tremendous relationships with not only his clients but his team. Robert is analytical, problem-solving, extremely knowledgable and most importantly, a great leader!
Marc Proctor
Robert is extremely thorough in his work, consistent in the quality of his client solutions, a meticulous subject matter expert who is able to provide well-balanced client solutions at a moment's notice while balancing heavy workloads. His ability to genuinely build rapport with clients quickly and seamlessly integrate into their inner workings to provide optimal service is outstanding. He possesses many traits and qualities of a successful VP of client success at only the managerial phase of his career and is still dedicated to learning new skills and increasing his capacities. It has been a privilege and honor to work alongside Robert.
Yahan J Mensah
I've learned so much from working with Robert. He was always readily available to provide insight and help whenever I needed it. Although he has great management skills, he has proven to be a leader by consistently supporting his teams growth. Robert has aided in initiating several projects to help propel individuals to exceed expectations within their roles. He continues to build tremendous relationships with not only his clients but his team. Robert is analytical, problem-solving, extremely knowledgable and most importantly, a great leader!
Marc Proctor
Robert is extremely thorough in his work, consistent in the quality of his client solutions, a meticulous subject matter expert who is able to provide well-balanced client solutions at a moment's notice while balancing heavy workloads. His ability to genuinely build rapport with clients quickly and seamlessly integrate into their inner workings to provide optimal service is outstanding. He possesses many traits and qualities of a successful VP of client success at only the managerial phase of his career and is still dedicated to learning new skills and increasing his capacities. It has been a privilege and honor to work alongside Robert.
Yahan J Mensah
I've learned so much from working with Robert. He was always readily available to provide insight and help whenever I needed it. Although he has great management skills, he has proven to be a leader by consistently supporting his teams growth. Robert has aided in initiating several projects to help propel individuals to exceed expectations within their roles. He continues to build tremendous relationships with not only his clients but his team. Robert is analytical, problem-solving, extremely knowledgable and most importantly, a great leader!
Marc Proctor
Robert is extremely thorough in his work, consistent in the quality of his client solutions, a meticulous subject matter expert who is able to provide well-balanced client solutions at a moment's notice while balancing heavy workloads. His ability to genuinely build rapport with clients quickly and seamlessly integrate into their inner workings to provide optimal service is outstanding. He possesses many traits and qualities of a successful VP of client success at only the managerial phase of his career and is still dedicated to learning new skills and increasing his capacities. It has been a privilege and honor to work alongside Robert.
Yahan J Mensah
I've learned so much from working with Robert. He was always readily available to provide insight and help whenever I needed it. Although he has great management skills, he has proven to be a leader by consistently supporting his teams growth. Robert has aided in initiating several projects to help propel individuals to exceed expectations within their roles. He continues to build tremendous relationships with not only his clients but his team. Robert is analytical, problem-solving, extremely knowledgable and most importantly, a great leader!
Credentials
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Learn C# Course
CodecademyApr, 2023- Nov, 2024
Experience
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illumin (AcuityAds Inc.)
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Canada
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Advertising Services
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100 - 200 Employee
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Manager, Enterprise Client Success
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Aug 2021 - Apr 2022
- Educated clients on programmatic advertising and assisted with successful campaign creations and management - Managed strategic enterprise deals with complex sale cycles and multi-million dollar budgets while focusing on upsell opportunities and reducing churn, resulting in increased revenue quarter over quarter - Partnered closely with AdOps, Sales, Marketing, and Product to troubleshoot and improve system functionalities, resulting in 30% reduction in issue resolution time -… Show more - Educated clients on programmatic advertising and assisted with successful campaign creations and management - Managed strategic enterprise deals with complex sale cycles and multi-million dollar budgets while focusing on upsell opportunities and reducing churn, resulting in increased revenue quarter over quarter - Partnered closely with AdOps, Sales, Marketing, and Product to troubleshoot and improve system functionalities, resulting in 30% reduction in issue resolution time - Regularly reviewed campaign analytics and transformed it into presentable and digestible formats for stakeholders Show less - Educated clients on programmatic advertising and assisted with successful campaign creations and management - Managed strategic enterprise deals with complex sale cycles and multi-million dollar budgets while focusing on upsell opportunities and reducing churn, resulting in increased revenue quarter over quarter - Partnered closely with AdOps, Sales, Marketing, and Product to troubleshoot and improve system functionalities, resulting in 30% reduction in issue resolution time -… Show more - Educated clients on programmatic advertising and assisted with successful campaign creations and management - Managed strategic enterprise deals with complex sale cycles and multi-million dollar budgets while focusing on upsell opportunities and reducing churn, resulting in increased revenue quarter over quarter - Partnered closely with AdOps, Sales, Marketing, and Product to troubleshoot and improve system functionalities, resulting in 30% reduction in issue resolution time - Regularly reviewed campaign analytics and transformed it into presentable and digestible formats for stakeholders Show less
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Indeed
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United States
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Technology, Information and Internet
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700 & Above Employee
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Team Lead, Client Success
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Nov 2020 - Aug 2021
- Created and presented weekly, monthly and quarterly goals to the Canadian org on how to hit key customer satisfaction metrics including NPS, CSAT, retention, and churn - Implemented solutions to help individual contributors grow within their roles and facilitated their day-to-day operations by removing obstacles to ensure they met their KPIs while prioritizing mental health - Partnered with Sales and other CS reps throughout North America to improve relationships and created new… Show more - Created and presented weekly, monthly and quarterly goals to the Canadian org on how to hit key customer satisfaction metrics including NPS, CSAT, retention, and churn - Implemented solutions to help individual contributors grow within their roles and facilitated their day-to-day operations by removing obstacles to ensure they met their KPIs while prioritizing mental health - Partnered with Sales and other CS reps throughout North America to improve relationships and created new initiatives, leading to a >15% increase in cross-functional collaboration and a 10% reduction in costs
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Client Success Specialist
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Dec 2018 - Nov 2020
- Consistently surpassed KPIs including retention goals of >85% and NPS & CSAT goals of >90% with a book of business of over 300 clients with total budget of around $500,000 - Facilitated regular training sessions for new and existing employees and mentored dozens of new hires - Implemented new training documents and tools to improve workflows, resulting in 15% reduction in onboarding time - Provided technical support for Applicant Tracking Software (ATS) and Application… Show more - Consistently surpassed KPIs including retention goals of >85% and NPS & CSAT goals of >90% with a book of business of over 300 clients with total budget of around $500,000 - Facilitated regular training sessions for new and existing employees and mentored dozens of new hires - Implemented new training documents and tools to improve workflows, resulting in 15% reduction in onboarding time - Provided technical support for Applicant Tracking Software (ATS) and Application Programming Interface (API) integrations using CRM platforms including Salesforce and Zendesk
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Nationwide Appraisal Services
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Canada
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Real Estate
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1 - 100 Employee
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Bilingual Customer Service Team Lead
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Jan 2018 - Nov 2018
- Direct point of contact for 14 people across 3 departments for coaching and escalations; secondary point of contact for remaining 30+ Operations agents - Established 30/60/90 day plans and set KPIs for all team members resulting in more structured training and growth - Resolved high-level escalations with client head offices while mending and strengthening relationships - Responsible for meeting SLA requirements on >97% of files by ensuring turnaround times of under 2 hours while… Show more - Direct point of contact for 14 people across 3 departments for coaching and escalations; secondary point of contact for remaining 30+ Operations agents - Established 30/60/90 day plans and set KPIs for all team members resulting in more structured training and growth - Resolved high-level escalations with client head offices while mending and strengthening relationships - Responsible for meeting SLA requirements on >97% of files by ensuring turnaround times of under 2 hours while maximizing profitability
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Operations Analyst
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Jul 2017 - Jan 2018
- Conducted data analyses using MySQL and Microsoft Excel and made system adjustments resulting in up to 22% increased profitability - Ensured NAS’ expectations of appraiser performance deliverables were met 100% of the time on key metrics such as turnaround times, report quality, profitability, and efficiency - Evaluated static contracts with clients and negotiated dynamic contracts with appraisers to find economic equilibrium and maximize profits for all parties
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Bilingual Customer Service Representative
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Mar 2016 - Jul 2017
- Assisted clients with ordering, reviewing, and appealing property appraisals - Created system enhancements to improve the efficiency of staff within NAS, appraisers, and clients - Developed and maintained professional relationships with appraisers across Canada and the Caribbean - Effectuated risk management due diligence on all appraisal orders submitted through NAS - Reviewed and mediated complaints between lenders and appraisers
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University of Waterloo
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Canada
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Higher Education
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700 & Above Employee
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Research Assistant
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Jan 2014 - Apr 2015
- Managed over a dozen graduate and doctoral studies in the Cognitive Psychology department while providing research support for ongoing long-term projects - Documented participant data and project progress for lab manager revision - Provided research assistant training regarding lab protocols, study procedures, and etiquette - Recorded, compiled, and analyzed participant data using Microsoft Excel and SPSS
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Advancement Coordinator
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Jan 2012 - Apr 2014
- Created and distributed surveys to alumni to assist in research initiatives - Identified the most effective avenues to support undergraduate students with their graduation transitions - Led initiatives to improve services offered by the University of Waterloo to prepare students for life after graduation
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CIBC
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Canada
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Banking
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700 & Above Employee
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Project Control Officer
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Sep 2012 - Dec 2013
- Composed weekly project status sheets into project decks and distributed them to office management in a timely and organized manner - Coordinated the communications and logistics of executive meetings and equipment bookings in corporate headquarters - Maintained in-depth project control logs and weekly meeting minutes for records and accounting purposes - Provided general administrative support with ad-hoc projects and tasks - Composed weekly project status sheets into project decks and distributed them to office management in a timely and organized manner - Coordinated the communications and logistics of executive meetings and equipment bookings in corporate headquarters - Maintained in-depth project control logs and weekly meeting minutes for records and accounting purposes - Provided general administrative support with ad-hoc projects and tasks
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Conrad School of Entrepreneurship and Business
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Canada
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Higher Education
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1 - 100 Employee
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Marketing & CRM Coordinator
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Jan 2012 - Apr 2012
- Input data into CRM software and researched message effectiveness by analyzing data and response tracking - Conducted research to search, qualify, segment and target prospects and student populations - Facilitated events including webcasts and business plan competitions - Managed the graduate program’s online presence at The Economist’s ‘Which MBA?’ Online Fair - Input data into CRM software and researched message effectiveness by analyzing data and response tracking - Conducted research to search, qualify, segment and target prospects and student populations - Facilitated events including webcasts and business plan competitions - Managed the graduate program’s online presence at The Economist’s ‘Which MBA?’ Online Fair
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Expedia Group
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United States
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Software Development
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700 & Above Employee
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Inbound Customer Service Representative
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Jan 2010 - Jul 2011
- Helped customers reserve flights, hotels, and cars - Dealt with live flight itineraries which included bookings, cancellations and changes - Communicated with airlines, hotels, and car companies relaying customer reservations, inquiries and complaints - Helped customers reserve flights, hotels, and cars - Dealt with live flight itineraries which included bookings, cancellations and changes - Communicated with airlines, hotels, and car companies relaying customer reservations, inquiries and complaints
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Education
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2010 - 2015
University of Waterloo
Arts & Business, Psychology, Business, Human Resources Management -
2006 - 2009
York Mills C.I.
OSSD (French)
Community
