M ATTHEW HARRIS

New York, NY acxgkt@r.postjobfree.com linkedin.com/in/mharrisin 646-***-****

CUSTO ME R SUCCESS PROFESSIONAL

Over 10 years experience in client engagement w ith 5+ years of success i n the advertising and SaaS technology industry .

Specializing in the safeguarding and growth of valuable customer bases. Areas of expertise include:

Upselling Retention Relationship Building

Strategic Planning Cross-Functional Leadership Project Management

Data Analysis Revenue Management Marketing

EXPER I E NCE

MARCHEX, INC., New York, NY and Seattle, WA

Account Di rector: Jan 2015 Jul 2016

Senior Account Manager: Feb 2012 Jan 2015

Account Manager: Apr 2011 Feb 2012

Drove the adoption and use of Marchex call analytics and pay-per-call products on enterprise accounts. Assisted new business

development with determining suitable client acquisition. Lead discovery and technical requirement meetings. Onboarded

clients. Proactively orchestrated client strategies to deliver on desired data and ROI outcomes. Crafted and lead QBRs. Worked

to ensure non-event retention. Functioned as voice of the customer relaying feedback to engineering. Project managed cross-

functionally to drive business forward. Upsold call analytics features and pay-per-call media. Accurately forecasted revenue and

owned performance results. Coached, developed and managed Account Coordinators. U tilized GoToMeeting, Jira, Salesforce

and Tableau.

Key contributions:

Retained Time Warner Cable following 2014 pilot and grew revenue from $96K to a 2016 ACV of $4.5MM.

Developed Excel revenue management tools that were adapted as standard account management reporting in Tableau.

Account Director role enlarged in 2015 to function as the pay-per-call subject matter expert for the New York, NY

office.

JINGLE NETWORKS, INC., New York, NY

Account Manager: J un 2010 Apr 2011

Evangelized the voice directory assistance mobile marketing channel. Directly managed 1-800-FREE411 campaign onboarding,

optimization and reporting.

Key contributions:

Lead a 30-day proof-of-concept test for Scion-Toyota delivering 100 leads per day and a rollout to a full campaign.

Spearheaded a TracFone SMS opt-in pilot for an unbranded savings club resulting in 8% opt-in and 400K initial

members.

Designed and delivered all case study presentations for new business pitches.

OPTIMA DIRECT, INC., Vienna, VA

Consultant: Apr 2008 - Jan 2009

Contracts/Compliance Manager: May 2002 - Apr 2008

Owned the telemarketing contract process and was responsible for company and client regulatory compliance. Undertook a ten-

month consulting role with Samsung to migrate multiple outsourced telemarketing call centers into a single in-house call

center.

M ATTHEW HARRIS

New York, NY acxgkt@r.postjobfree.com linkedin.com/in/mharrisin 646-***-****

Key contributions:

Lead efforts to define the operational staffing, IVR and training needs for the Samsung call center.

Served as Samsung consulting team project manager for all schedules and deadlines.

Ensured no TCPA or state regulatory penalties incurred against company, clients or vendor partners during term of

service.

ENCORE MARKETING INTERNATIONAL, INC., Lanham, MD

Quality Assurance/Performance Specialist: J un 2001 May 2002

Administered r evenue enhancement programs for retail, catalog and Internet merchants. Managed multiple telemarketing call

center vendors with responsibilities including revenue and performance management, agent training, copy writing and quality.

Key contributions:

Increased telemarketing channel revenue over nine months from last place to second overall using QA and

optimization skills.

Streamlined procedures for quality assurance monitoring and reduced reporting time by half.

E D UCAT IO N

New York University: M .S. Direct and Interactive Marketing

National-Louis University: B.S. Management

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