Sales Manager
Resume:
Ken Lawrence
San Diego, CA
**********@*****.***
Customer Success and Client Operations Leader with over 15 years of progressive experience. History working directly with enterprise clients across many industries to identify business needs, develop individualized solutions, and lead implementation projects. Experience partnering with Sales and Engineering to identify opportunities for up- and cross-selling, providing advanced insight and support to drive customer product engagement, and work with internal personnel to build understanding of sales process and best practices. Proven history exceeding sales quotas, improving customer satisfaction, and building sustainable pipelines. Earned Bachelor’s in International Business.
Core Competencies
Global Operations Management
Customer Success Leadership
Service Delivery
Project Management
Process Improvement
Client Relationship Management
Product Development and Launches
Digital Metrics and Analytics
Account Management
Fluent in Japanese
Professional Experience
Director of Customer Operations, Wrapify, Solana Beach, CA 2017 – 2020
Lead advertising and marketing operations for clients of car and ad-tech marketing service; manage day to day traffic activities across advertising networks, oversee delivery of copy and media content, develop effective placement plans, and partner with internal departments, outside vendors, clients, and national ad networks.
Manage advertising campaigns for major brands, including Viacom, Cisco Systems, Salesforce, Sprint, Teradata, Zoom Video Communications, Anheuser-Busch, Lyft, Uber, and Major League Baseball.
Work with Sales, Marketing, Operations, and Development personnel to support clients, media placement, and campaign launches, contribute to creative content and delivery brainstorming, and provide ongoing support related to media placements, reporting, and content; able to convert high-quality leads for clients while improving service levels.
Provide support to marketing and content vendors including Google, Facebook, Claritas, The Trade Desk, and Mira, support development and delivery, train personnel on effective marketing best practices, and work to systematize production; built strong relationships that secured favorable pricing, placements, and escalated support.
Analyze digital analytics including impressions, click through rates, and leads to optimize effort and spend throughout campaign lifecycle; improved overall impact that led to campaign extensions and repeat business.
Oversee onboarding of over 150 drivers monthly, coordinate supply chain, shipping, and application of ad content, and work with Driver Support team to address and resolve issues; improved onboarding times, increased overall driver satisfaction scores, and greatly reduced related costs.
Led project to improve client-facing reports, crafted metrics related to digital and out-of-home impressions, online and in-store conversions, and related attribution data; enabled clients to have complete understanding of impact of ads while simplifying presentation.
Improved operational processes during early-stages at startup, audited all workflows and communications, and designed and implemented automations and improved trainings; secured 6 straight quarters of increased work activity and reduced total time in getting ads designed, produced, and placed.
Spearheaded integration of Google AdWords and other analytics providers into platform, centralized user data, utilized 3rd party APIs, and outlined new data and operational flow; able to extend brand messaging from offline to online, track impact across multiple devices, and ensure integrity of reporting.
Director of Partner Operations, Verve, Carlsbad, CA 2010 – 2017
Spearheaded integration, customer support, service delivery, and operations for specialized marketing agency; managed client base that generated over $100M in annual revenue; implemented and supported premium publishing clients, including AP, USA Today, NBC, and Fox, to leverage mobile ad network.
Directed team of 7 Support, Implementation, and Client Services personnel, determined success metrics, assigned project duties, collected status reports, and provided training; built team from scratch, developed unit that supported users effectively, and helped multiple personnel be promoted into Sr. Manager and Director roles.
Created and documented Publisher Operations processes, updated client-facing escalation procedures, and developed new live training and technical manuals; improved overall response times for client issues and increased confidence among clients and internal Account Managers.
Served as SME on all traffic and campaign logistics, built advanced knowledge of ad and content networks, developed and enforced best practices and processes, and implemented procedures to streamline messaging development and deployment.
Created and monitored paid-ad budgets for each client, outlined copy, audience, and keyword standards, and monitored campaigns for effectiveness; team was responsible for media buying, analyzing data for conversions, working with domestic and global publishers to update reporting, and confirming correct ads, audience, and spend.
Led development and launch of new white-label sites, apps, and SDKs, worked with clients to understand marketing needs, crafted optimized category hierarchy and content feeds, and completed comprehensive testing; grew ad inventory for brand partners, and improved revenue share for publisher clients.
Guided client meetings to promote technical aspects of featured products and services and address requests; partnered with Account Management, Ad Operations, Engineering, and Product Management to develop feature enhancements, address client requests, and resolve technical issues.
Monitored operational spending, identified outdated and poorly performing services, and worked with vendors to renegotiate contracts; able to eliminate over $40K in monthly spending with no impact to service levels.
Senior Customer Success Manager, SmartDrive Systems, San Diego, CA 2009 – 2010
Oversaw customer success and support actions for fleet safety software provider; led coordination of support operations, helped clients engage with hardware and web-based services, and partnered with Sales Department to manage existing client accounts and identify prospects.
Partnered with Account Executives to review solutions, directly addressed client project management, operations, and training issues, facilitated relationships between clients and technical SMEs, and provided sales cycle support.
Developed and delivered customer trainings, including product installation, reporting analysis, and employee training, as well as product and service reviews; able to develop knowledgeable clients, supported clients to pass safety inspections, and improved the driver experience.
Senior Account Manager, VMIX Media, San Diego, CA 2007 – 2009
Managed major accounts for leading software-as-a-service (SaaS) provider of online media solutions; secured contracts with Tribune Media, The McClatchy Group, Cisco Systems, Fox, ABC, Warner Brothers, and JVC.
Cooperated with Sales Department by identifying potential prospects, key decision makers, and executive leaders, built professional relationships via email, phone, and social messaging, and developed understanding of key business objectives, organizational structure, operational processes, and current pain points.
Developed and executed comprehensive implementation and support plans, created project charters, outlined testing requirements, and led change management actions, while adhering to established integration resource guidelines, standards, and processes.
Consistently evaluated solutions, collected and analyzed productivity and cost data, and developed new trainings to close gaps; developed and delivered technical training programs, focused on new technology systems, provided hands-on demonstrations of new tools, and supported clients understand best practices and utilize solutions.
Education
Bachelor of Arts, International Business, San Diego State University
Technical Skills
HTML, XML, JavaScript, CSS, APIs, RSS, and Atom Feeds
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