Experience

• 

  Goodway group

  Nov 2007 - Apr 2009

  • Worked directly with sales staff to effectively manage digital advertising campaigns• Acted as primary point of contact with clients through the life cycles of their campaigns• Utilized Google AdWords and Yahoo search engine marketing platforms to create and optimize SEM campaigns• Analyzed campaign performance data for reporting and made sure all goals and objectives were reached • Thoroughly proofread and copy edited each campaign before release for grammar, punctuation, and fact validation• Performed necessary QA testing on digital banners and micro-sites created internally for campaigns• Coordinated inter-department trafficking to ensure campaigns successfully launched on time• Created and distributed process documents outlining steps to educate and streamline the creative process

  • Campaign Manager

    Feb 2008 - Apr 2009

  • Proofreader

    Nov 2007 - Apr 2009
• 

  Meetme

  Sept 2009 - Jul 2013

  Digital advertising operations traffic manager

  • Worked directly with sales team and project managers to build, traffic and optimize over 25% of digital advertising revenue annually for a diverse range of clients• Utilized multiple ad-serving platforms including Doubleclick for Publishers and proprietary systems to manage CPM, CPC, CPV and CPA campaigns on web and mobile applications• Collaborated with quality assurance and web development teams on production and troubleshooting of advertisements• Provided support to ensure campaign goals were met and all queries were addressed in an effective and timely manner, including direct communication with clients and any campaign reporting requests• Knowledgeable of all functions within the advertising operations department in order to provide seamless assistance when necessary Show less

• 

  Pointroll

  Jul 2013 - Jul 2015

  Customer success manager

  • Managed full-service digital advertising campaigns from media trafficking and creative production to reporting for a large portfolio of advertising agencies and their clients• Led weekly status calls and created project timelines to ensure that all campaigns launched on time• Actively assisted with post-launch process, including campaign reporting and live ad troubleshooting• Identified process breakdowns and worked with internal teams to update and provide new SOPs and training for colleagues and clients Show less

• 

  Sizmek

  Jul 2015 - Jun 2019

  • Operations lead of all ad serving business for a large multinational advertising agency• Led the upgrade of a global information technology company to Sizmek’s new ad serving platform by reviewing project plans, coordinating weekly client meetings and leading training sessions• Acted as the primary point of escalation for all complex executions, campaign troubleshooting, and project plan management within the aligned Sales and Client Services team structure• Partnered with Sales team to review account list and provide strategic recommendations for upsells and opportunities for new business• Interacted with product management teams and key stakeholders to provide feedback and enhancement ideas for new ad serving platform Show less Note: Sizmek acquired Pointroll in November 2015• Aligned as the Client Services lead for the national business of several global clients, including CPG and technology companies• Successfully managed complex dynamic content optimization (DCO) advertising campaigns for large automotive, telecommunications, and insurance companies• Effectively collaborated across internal teams located around the world to ensure that service levels were adhered to and client expectations were exceeded• Appointed as the subject matter expert for troubleshooting and tag management within aligned Client Services team Show less

  • Ad Serving Engagement Lead

    Oct 2018 - Jun 2019

  • Senior Customer Success Manager

    Jul 2015 - Oct 2018
• 

  Amazon

  Jun 2019 - now

  • Led cross-functional collaboration efforts with global product, technical support, and customer success (CS) organizations to manage programs focused on improving internal operations in Salesforce and other SaaS systems• Managed the onboarding of Salesforce to 200+ headcount global CS organization for internally managing customer requests• Deprecated use of systems including Confluence and Slack that led to an annual savings of $170,000• Created educational content of more than 100 help center guides for internal repository to keep customer success organization up-to-date on new and existing processes• Collaborated with stakeholders across 10 customer success teams to apply more than 30 operational efficiencies to existing workflows• Maintained and prioritized internal system program backlog in Asana• Developed team and individual performance KPIs for each customer success team for use in business reviews with senior leadership Show less Note: Amazon acquired Sizmek in June 2019• Transitioned customer communication mechanism for CS organization from email to Zendesk to better capture performance metrics• Internal lead for ad server migration of North America and Latin America customers accounting for 43% of global revenue• Built streamlined tracking tool using Google Suite for ad server migration used by stakeholders and shared with senior leadership in weekly reviews• Created reporting dashboards in Quicksight and Zendesk Explore using basic SQL to display and track internal operations performance• Collaborated with external third-parties and partners on projects related to internal systems Show less

  • Sr. Program Manager, Customer Success Operations

    Mar 2021 - now

  • Program Manager, Customer Success Operations

    Jun 2019 - Mar 2021