Steven Rogers

Experience

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  The Post and Courier

  Jan 2004 - Jan 2008

  New Media Development Manager

  •Vetting and implementing new partnerships to drive audience and revenue, improve sales practices and focusing on client and staff development•Lead sales and product development teams to achieve common goals, raise standards of performance and establish cross functional internal working groups for increased efficiency•Worked with customers to create a custom, effective interactive advertising campaign to run on Charleston.net and other websites •Scheduled campaigns on a national level through large advertising agencies. 收起

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  GateHouse Media

  Jan 2008 - Jan 2012

  Online Automotive and Real Estate Director

  • Managed 200+ employees across all GateHouse markets for the Automotive and Real Estate division• Create successful business models, go-to market strategies, product creation and work with local leadership to grow revenue• Forecasting revenue projections, market trends and implementing goals• Managed transition to Monster employment platform, created and launched BestRide.com auto vertical in innovative partnership with Vast.com and launched real estate partnership platform with HomeFinder.com • Developing specific training programs based on market size for Sales Managers and Account Executives via webinars, conference calls and in-person visits• Accompany sales executives in the field to present campaigns and help build confidence and knowledge in products• Assist publications with building unique SEO, SEM and Social/Rep monitoring programs based on customers needs• Work with markets to discover new revenue opportunities• Vetting potential vendors for print and digital services and rolling out to markets that fit• Monthly property visits to implement 360 evaluations on where improvements can be made in marketing, presentations, training materials and sales efforts• Develop annual budget and achievement strategies in each category for all properties• Establish revenue goals and incentive structures for management and sales teams• Coordinated platform launches on Automotive and Real Estate for over 200 properties• Provided training and support during launch process and created marketing, internal support reference book and client-facing materials• Fielded all technical support issues and monitor sites for performance and technical issues during launch and hired support team to assist once they were up and running 收起

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  Vast.com

  Jan 2012 - Jan 2013

  Director of Business and Product Development

  • Manage the day-to-day relationships and account growth of clients, partners and publishers• Assist partners with identifying revenue opportunities, reduction of churn through retention strategies and developing customer support structure• Develop/present new ideas and improvements for continued growth of service offerings (ex. CarStory.com)• Collaborate with partners to recognize growth ideas for increased partnership success • Established an open feedback loop with product management team to ensure customers needs and expectations were being shared internally 收起

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  Hearst

  Jul 2013 - Apr 2021

  Customer Development Manager - Affiliate Channel

  • Accountable for post-sale relationship for all solutions and services (SEO, SEM, SMM, Rep Man, Web Dev)• Cultivate strong relationships with domestic and international affiliates through onboarding, implementation, adoption, ultimately to aid the affiliates in achieving desired outcomes• Create Affiliate Balance Program focusing on Customer Success and creating a path that fosters partnership value and expansion while achieving internal revenue growth goals• Enabling Affiliate leadership and teams' success by leading Google Search and Analytics Certification training courses• Jointly define, map and communicate bespoke strategic initiatives with the affiliates, ultimately to reduce churn and improve revenue growth• Conduct Quarterly Business Reviews (QBR) with customer’s C-level executives to share actionable data insights, ensure relationship health, identify opportunities and discuss future goals• Direct Accounts include all media properties belonging to: o Hearst Media Properties (Newspaper, TV and Magazine) o Tribune Media Group o Dallas Morning News o Archant Limited (UK) o Minneapolis Star Tribune o Newsday Media Group o New York Daily News o Fairfax Media (Australia) o LA Times / San Diego Union Tribune• Created an online university (LMS) where Affiliate CSM teams and appropriate staff have 24/7 access to continued learning materials• Courses consisted of Video and documented solutions and would also provide entry-level product information to expedite adoption • All courses were created using Adobe Captivate 7 under SCORM 1.2 standards to provide easy tracking and detailed reporting. Courses included HTML5 compatibility for tablet/mobile access. • Established SSO integration with Salesforce.com and YellowFin Reporting for transparency into data insights that would be helpful for customer success 收起

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  Blackbaud

  Apr 2021 - Oct 2024

  • Support Enterprise customers during implementation, adoption, and daily usage of solutions• Drive and maintain high customer satisfaction • Through frequent customer interactions - identify growth and revenue opportunities based on a thorough understand of customers business environment and goals• Partner with internal teams to offer feedback from EBR’s on where partnership is meeting/exceeding expectations and where improvements can be made. • Leverage Gainsight to document interactions, feedback and proactively track activity against forecast/historical trends • When appropriate, assist product support with issues by providing timely feedback and internal escalations• Negotiate and maneuver customers through contract renewal process 收起

  • Principal Customer Success Manager

    Jul 2023 - Oct 2024

  • Senior Customer Success Manager, Blackbaud

    Apr 2021 - Jul 2023
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  SOCi, Inc.

  Oct 2024 - now

  Strategic Customer Success Manager