Robyn Patnode

Experience

• 

  GMI

  Sept 2007 - Feb 2012

  • Led a team of 3 account managers ensuring projects were delivered successfully on target, on time and within budget. • Trained clients and employees on new software platform and transitioned all existing and new client work to the new platform within a calendar year. • Helped construct and implement a new program resulting in $2 million of annual revenue. • Advised management on creation of training documents for key account management processes. • Actively managed all daily project level details to meet client’s research objectives for the region’s top strategic clients, managing up to $2.5 million of revenue annually. • Coordinated project support across internal and external teams to ensure successful project delivery.• Provided support to sales executives to understand client’s business needs and help implement solutions.

  • Team Lead- Full Service East

    Feb 2011 - Feb 2012

  • Account Manager

    Sept 2007 - Feb 2011
• 

  Lightspeed GMI

  Feb 2012 - May 2016

  • Managed the East region delivery team in the America’s region executing 55% of the region’s annual target of $52 million. • Streamlined the current delivery process by eliminating daily steps through recommendations on improvements for internal project management software resulting in 10% time saving per project.• Standardized delivery processes and organized trainings across the region to increase employee knowledge and improve service levels for clients. • Coordinated with global operations and product teams across all phases of new product development, including design, pilot, feedback, implementation and training.• Assessed client satisfaction monthly across the Americas, addressing feedback to drive value for clients resulting in improved upon satisfaction ratings. Show less • Managed a team of 15 Account Managers responsible for delivering $18 million of annual revenue. • Achieved 67% gross margin through oversight of streamlined processes, exceptional project delivery, and commitment to enhanced customer experience. • Integrated 2 project teams following company merger. Transitioning client work to one system and re-aligning processes to improve efficiencies across team. • Forecasted volume and needs to support external vendor resource allocation. Show less

  • Director of Client Services

    Jan 2015 - May 2016

  • Manager - Client Services, East Region

    Feb 2012 - Jan 2015
• 

  Zappi

  Aug 2016 - Jan 2025

  • Collaborated with the Leadership team to manage strategic programs and initiatives company-wide, leading discovery efforts to define key problems and overseeing the rollout and adoption of organizational changes.• Facilitated cross functional alignment for GTM global teams. • Partnered with leaders and teams to design and optimize new processes, map existing workflows, and identify opportunities for increased efficiency. • Stood up and managed a global team of 16 project managers and product support analysts supporting $27 million of revenue. • Collaborated with product teams on new features and improvements ensuring they met the customer needs and had a successful roll out. • Oversaw customer escalations and helped resolve fielding challenges, acting as escalation with our sample partners. • Managed global sample partner relationships: bringing on new partners, scaling existing partners, monitoring and optimizing performance through automations and process improvements. • Implemented sample processes and best practices for customers and internal team members. • Worked with Enterprise customers designing audiences to reach difficult target markets. Acted as escalation for sample or fielding concerns.

  • Business Operations Manager

    Mar 2021 - Jan 2025

  • Director of Delivery

    Mar 2019 - Mar 2021

  • Director of Sampling Services

    Aug 2016 - Mar 2019