EXPERIENCE

Kenect Networks, Director, Customer Success

Los Angeles, CA 01/2018 – Present

• Led initial roll-out strategy of the business including budgeting, staff planning and partnerships.

• Responsible for customer acquisition and retention efforts including both initial roll-out and near-term planning.

• Developed on-boarding and implementation standards for all new clients of the business.

Verifone, Director, Client Relationship Management

Los Angeles, CA 08/2014 – 01/2018

Verifone acquired the media division of Gilbarco to create the largest DOOH media network in the US.

• Managed post-sales activity of strategic accounts, through strong relationship building, product knowledge, strategy and execution.

• Salesforce Administrator for the Media division of Verifone. Created and developed workflow processes and reporting for all departments.

• Managed and developed a diverse team of account managers across multiple locations.

• In partnership with Sales, strategized on new business and expanding footprint with existing clients.

• Grew install base of locations from 4,500 to over 18,000 through strategic partnerships, business analysis, operational efficiency and listening to customers.

• Worked across multiple teams to create and streamline repeatable CSM processes

• Elevated the media business’s Net Promoter Score from 5 to 43, a 760% increase.

• In partnership with OEM product team worked on new product launch and development.

• Working with OEM Sales Team, converted existing contract process to digital solution resulting in a significant decrease in overall length of sales cycle and increase in customer satisfaction.

Gilbarco Veeder-Root, Director, Channel Development

Los Angeles, CA 01/2014 – 08/2014

Gilbarco acquired Outcast Media in January 2014

• Core member of merger team designed to integrate and evangelize media solutions and customer experience as a core focus internally between Marketing, Sales, Operations, Product and Technology.

• Provided training and support to Sales to ensure Media was sold effectively to all Clients.

Outcast Media, Manager, Venue Relations

Los Angeles, CA & Vancouver, BC 10/2008 – 01/2014

Outcast Media was formed merging Fuelcast Media, Bhootan, Pump Top TV and Captive Media.

• Created and managed the client life cycle process (from initial sale through all phases of implementation).

• Exercised independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction.

• Ensured client needs are tracked in product roadmap, update client on product development and delivery timeline.

• Led the implementation and development of an initial Salesforce instance to house all data.

• Implemented a Net Promoter Score survey for client feedback. The score and feedback became central to all corporate strategy discussions and decisions.

• Created and built a team responsible for all aspects of venue partner relationships.

• Developed and implemented 24/7 client support and network operation management.

Fuelcast Media, Project Specialist

Vancouver, BC 10/2007 – 10/2008

• Managed all aspects of strategic retail partnerships in the Canadian market.

• Developed distribution and deployment guidelines and standards to ensure the network could be deployed at scale with maximum efficiency.

• Established a Field Survey process and a Field Service Manual for in market technicians.

Contact this candidate