Director, Client Services Resume Example
Accomplished senior level marketing/client services executive with 20 years of professional experience. Proven success of increasing revenue, delivering client retention & satisfaction, building high performing teams, and delivering value to clients.
Hold extensive agency experience in digital marketing (SEM, Affiliate, Display/Retargeting, Social, Email), retail, and ecommerce. Strong verbal/written communication skills . Passionate, articulate, analytical, and results oriented marketer. Dependable leader with skills to coach, develop, and motivate staff while interfacing with executives on all levels.
Managed budgets ranging from $750K - $35MM annual marketing spend.
Client Experience: GNC, Toys"R"Us, NFL, MLB, NHL, Ace Hardware, Sallie Mae, Ahold Delhaize, Dick's Sporting Goods, Haggar, Metalogix, Klarna, Kirkland's, Harriet Carter, & Boston Proper
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- Delivered high level of service to clients in effort to build upon relationships for future.
- Promoted client satisfaction by working with operational teams in proper resolution of service issues.
- Researched issues and made quick decisions to achieve efficient and effective resolutions.
- Managed customer digital marketing strategies to meet client goals and objectives.
- Account Growth – In 2016, cultivated new business relationships and coordinated proposals, pricing strategy, and finalizing scopes for statements of work totaling >$2.5MM in net-new enterprise annual client bookings.
- Revenue & Lead Generation – Oversaw marketing team managing digital campaigns, resulting in >30% YOY Revenue growth and >50% marketing attributed revenue growth for an Internet Retailer Top 200 client from 2009 – 2012.
- In 2013, successfully launched agency's first financial services client (largest private student lender in the U.S.), using paid search, display, and retargeting to drive over 20,000 monthly student loan applications at an efficient CPA.
- Strategic Growth – Facilitated the migration from outsourced paid search & data feed technology and services to in-house management through the RFP, staffing plans, technical integration, and employee training, resulting in significant cost savings to the agency, and rapid acceleration of in- house expertise to the development of a world class offering.
- Leadership – In 2016 was awarded the Pepperjam Sales MVP Award for my role in enabling our enterprise sales team to exceed our annual target and my contributions to three key client wins.
- Also, a two-time company “Impact Award” winner; a quarterly company award that required nomination by a superior and selection by executive management; given to an employee or small group of employees who go above and beyond to drive positive results for our clients.
- In addition, have participated on panels or led round-table discussions at industry events such as eTail and ChannelAdvisor Catalyst.
- Client Solutions & Development.
- Upon spin off from eBay Enterprise, new role reporting to the Chief Revenue Officer.
- Responsibilities included solutions sales support, sales engineering, client engagement, RFP responses, and developing processes for our enterprise agency sales and client marketing team.
- Played a direct role in several enterprise client wins of total contracts >$2.5MM in annual revenue.
- Brian Sannicandro 2.
- Work in partnership with client marketing and operations teams to onboard new clients and oversee client kick offs and integrations.
- Facilitate client communication and internal communication for multiple workstreams.
- Manage, develop, and mentor enterprise sales representatives to guide a more solutions based sales approach focused on helping clients overcome key challenges in digital marketing.
- Responsible for client strategy, channel audits, and key inputs to sales pursuits or client renewals.
- Support account based marketing efforts to engage with prospective clients and to cross-sell existing clients.
- Leadership role within the Client Services organization reporting to the SVP Agency Services, focusing on strategic account management, increasing client satisfaction by delivering to client objectives through flawless execution of marketing programs, knowledge of industry trends, ongoing analysis & recommendations, and identifying potential up-sell/cross-sell opportunities for the agency.
- Provide strategy and supporting marketing tactics for paid search, display, and retargeting media budget of $15MM for large private student lending client, focusing on customer acquisition as well as cross selling exiting member base to other key products such as Credit card, free college savings program, and 529 plans.
- Manage, develop, and mentor a team of approximately six channel managers and associates and one analyst.
- Other positions held: Search/CSE Analyst, Search/CSE Manager, Marketing Technology Manager
- Managed FAA Part 141 satellite flight school and conducted required Part 141 stage check exams.
- Provided primary flight instruction for Private Pilot, Instrument Rating, and Commercial Pilot candidates in preparation for FAA exams. My students had a 100% pass rate on FAA oral/written/practical exams.
- Performed duties as charter pilot and traffic watch pilot.
- Accumulated over 1,700 total flight hours and 1,000+ hours of flight instruction.
- Earned F.A.A. Commercial Pilot License – Multi-engine, Instrument Airplane Ratings
- Activities: Ice Hockey (Alternate Captain), Baseball, The Talon Newspaper (Sports Editor)
- VOLUNTEER ACTIVITIES: 21st Ward Junior Baseball League, Philadelphia, PA 2006 - Present
- Executive Board – Secretary (2016 – Present).
- Advisory Board – Registrar (2014 - 2016)
- Baseball Coach – Recreational & Tournament (2006 - Present)
Account Growth – Led a team of account managers at Listrak in client renewals with >$3MM upsell growth from 2018 to 2019. At Pepperjam, cultivated new business relationships and coordinated proposals, pricing strategy, and finalizing scopes for statements of work totaling >$2.5MM in net-new enterprise annual client bookings in 2016.
• Revenue & Lead Generation – Delivered >30% YOY Revenue growth and >50% marketing attributed revenue growth for an Internet Retailer Top 200 client leading client strategy and a team of channel experts. Successfully launched agency's first financial services client (largest private student lender in the U.S.), using paid search, display, and retargeting to drive over 20K monthly student loan applications at an efficient CPA.
• Strategic Growth – Delivered $300K cost savings by facilitating the migration from outsourced paid search & data feed technology and services to in-house management. Led RFP process, built staffing plans, oversaw technical integration, and employee training, resulting in rapid acceleration of in- house expertise to the development of a world class offering.
• Awards & Speaking Engagements - 2016 Pepperjam Annual MVP Award. GSI Commerce Quarterly Impact Award (2-time winner). Speaking Engagements: 2019 Listrak Regional Tour - "Top 10 Strategies To Implement Today". 2018 Listrak Client Workshop - "The Evolution of Retail: Aligning Your Digital Strategy" eTail West/eTail East (Search Engine Strategy Round Table); Channel Advisor Catalyst Conference (2-time panelist)
21st Ward Junior Baseball & Softball League - Executive Board, Commissioner, 2018 - Present
Oversee all aspects of league operations for 501(c)(3) non-profit youth baseball & softball league. Direct management of annual operating budget of $150K.
Other Held:
Executive Board, Secretary: 2016 - 2018
Advisory Board Member - League Registrar/Social Media Manager: 2014 - 2016
Baseball Coach: 2006 - Present
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Resume Overview
School Attended
- Comair Aviation Academy
- Daniel Webster College
Job Titles Held:
- Director, Client Services
- Senior Director, Client Solutions & Development
- Group Director
- Assistant Chief Flight Instructor
Degrees
- Certified Flight Instructor Certification (Single Engine Airplane, Instrument)
Some College (No Degree)
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