Dynamic marketing professional with more than 20 years in the sales and marketing industries. Creative and innovative team player with strong interpersonal skills.
Account Management & Development
New Product Introduction
Client Needs Assessment
Profit & Loss Management
VP May 2011 to November 2012BLUEHORNET NETWORKS, INC － San Diego, CA
Developed the business case to spend $1.2 million to build a proprietary online banking solution to replace one provided by a third party, with a projected savings of $10 million over the first 3 years Member of a five person executive team responsible for running the company, representing the account team and client needs while managing P&L over $20 million in collaboration with the General Manager, delivering profit for 8 consecutive quarters to the parent company Developed rapid communication deployment processes to advise account team members and clients during instances of technical and product instability and unavailability, resulting in transparency of operations and improved client and employee satisfaction Coached and developed a team of 30 subordinates through annual professional development plans, quarterly goal management and evaluation and regular weekly one-on-one meetings Built new team reporting structure to provide career growth opportunities to associates where none had existed, resulting in retention and development of top talent Account Management: Designed and executed strategic account planning to establish relationships with key clients at every level, from end-user to C-level resulting in retention of key accounts during periods of transition in client organizations Managed all existing client revenue, comprising over 80% of total annual company revenue Implemented a portfolio management solution to address the needs of and improve retention of underserved, non-managed clients, comprising 20% of company revenue and historically losing over $1MM a year due to small client attrition Transformed new client onboarding and strategic account review processes to reduce implementation timelines and drive revenue and retention, and ensure articulation of value propositions Managed teams to achieve the lowest annual attrition rate in company history Launched Client Satisfaction Surveys to benchmark and measure improvement of key performance and retention metrics Product and Solutions Management: Drafted alternative delivery strategies to successfully achieve clients' goals, leveraging distributed teams of over 200 subordinates, in-house, onshore and offshore, resulting in the expansion of business overseas and into customer support services Recommended the development of a turnkey content management solution product for small to mid-size banks and led requirements definition, pricing, and market positioning.
Led the redesign of www.rbccentura.com, leveraging state-of-the-art technologies to deliver a brand-resonant, best in class user experience resulting in a reduction of site abandonment and increased usage of online services Pioneered the development of professional services offerings to accompany software licensing, including website assessments, traffic assessments, campaign development, and interface design that increased overall contract pricing by 10%, reduced the time between contract signing and implementation, provided incremental revenue from additional services, and increased renewal rates Led account team to 24% YoY same account revenue growth during a period of 30% staff reduction and ongoing technical instability Managed global financial services, retail and direct response practices as incubator vertical industries, developing strategic messaging and working directly with assigned Sales Directors to penetrate markets, win accounts and grow client relationships Secured new client business exceeding first year revenue goals by 40% Exceeded annual sales quotas and new client growth goals annually Raised territory average order value by 12% and improved territory renewal rate from 75% to 95% Developed best practices workshop presentation and delivered it to eBusiness groups at large client and prospect firms, Forrester Research Forum and technology investor groups and webinars, resulting in increased brand awareness and press opportunities Enterprise email service provider partnering with the world's most talked-about brands to leverage strategic digital marketing expertise and a proven track record of turning customers into raving fans.
Developed a world-class client services team to execute on BlueHornet's main brand differentiators of dedicated, accessible account advocacy and proactive deliverability management.
Lead a team of 30+ associates with responsibility for account management, professional and creative services, training and development, deliverability management services, customer and technical support, and agency partnerships.
Success metrics include overall client satisfaction, client retention and growth, single contact issue resolution, feature adoption and case study development, and higher-than-industry-average email deliverability.
VP December 2007 to May 2011Global Financial Services TOUCHCOMMERCE, INC － Agoura Hills, CA
High-growth firm delivering online optimization and strategic marketing solutions to Global 500 clients such as Sprint, Virgin Media, 24 Hour Fitness, Guthy-Renker, RBS Citizens Bank and MetLife.
Developed vertical strategies in financial services and retail products to enable the company to build a more diverse client base and rapidly grow revenue globally.
Evaluated the market and competitors, defined target clients and articulated value proposition.
Worked with four Senior Sales Directors and VP of Channel Development, consulting on strategy and approach to deliver highly customized sales presentations to secure new client relationships in key verticals.
Served as voice of the company, speaking at various conferences on best practices for online engagement.
Oversaw development of new and existing accounts.
VP January 2007 to August 2007PROXICOM, INC － Marina Del Rey, California
100 million full-service interactive agency and Web development company providing enterprise level websites and strategic solutions for Fortune 500 and Global 1000 companies such as JP Morgan, Chase, and Toyota.
Developed a new vertical to sell services into the financial services industry to balance the company's portfolio.
Defined market and subcategories, identified potential clients' needs and challenges, and analyzed industry trends.
Qualified and selected specific companies to target, forecast potential revenue, and developed strategic initiatives to establish and grow relationships with prospects.
Directed business development team in execution of strategy and provided expert support in development of presentations, proposals and sales collateral.
Oversaw development of new and existing accounts for two direct reports managing $6 million in revenue annually and one industry strategist as part of the executive management team responsible for defining overall company branding and messaging.
Set revenue goals.
Managed a $9 million profit & loss (P&L).
Director of Client Services January 2005 to January 2007ENLIGHTEN － Ann Arbor, Michigan
10 million full-service interactive agency serving such clients as Hunter Douglas, Comerica Bank, Reebok, Audi of America, HBO Films, and others.
Led business development efforts targeting financial services clients, with a first-year revenue target of $1 million.
Leveraged extensive contacts and networked within the financial services community to generate interest and promote company reputation as a financial services expert.
Teamed with marketing, information architecture, engineering, creative and design groups, together with project and program managers, to develop strategic responses to client RFPs and project work requests.
Collaborated closely with CEO to determine competitive and profitable pricing.
Managed the strategic direction and overall messaging and positioning of responses.
Regional Sales Director January 2003 to January 2005LEADFUSION － San Diego, California
National licensed vendor of lead generation and decision support solutions to banks, insurance and brokerage firms.
Managed a 14-state territory in the Northeastern US from a remote office location in Michigan.
Traveled 1-2 weeks each month to call on existing clients to ensure renewals and promote upgrades and to secure new clients.
Delivered high-impact capabilities presentations and client website assessments.
Led contract negotiations, prepared initial contract documentation, and determined pricing for each client.
Negotiated payment terms and discounts.
Participated in quarterly sales meetings and training sessions at the San Diego headquarters.
Manager of Web Properties January 1997 to January 2003RBC CENTURA － Rocky Mount, North Carolina
20 billion asset retail bank with 355 branch offices throughout the Southeastern US.
Directed strategy, content, and presentation of www.rbccentura.com, online banking and bill payment products, and the company intranet.
Ensured that all business lines were participating in the online marketing channel.
Interfaced with traditional marketing to align online and offline marketing campaigns.
Previously served as Merchant Services Product Manager and Merchant Services Sales Specialist.
Bachelor of Business Administration : Business Management Marketing and General BusineWestern Michigan University － Kalamazoo, MichiganBusiness Management Marketing and General Busine
Networking and Recruiting Committee Leader - United Way of San Diego/Women's Leadership Council G.R.O.W (Generating Ripples of Opportunity for Women) Fundraising Volunteer - Shakti Rising Avid equestrian and stained glass artist, casual musician focused on cello and a little ukulele
COMMUNITY INVOLVEMENT AND ACTIVITIES Networking and Recruiting Committee Leader - United Way of San Diego/Women's Leadership Council G.R.O.W (Generating Ripples of Opportunity for Women) Fundraising Volunteer - Shakti Rising Avid equestrian and stained glass artist, casual musician focused on cello and a little ukulele