Hearst Corporation

Customer Development Manager
2013 - present

  • Accountable for post-sale relationship for all solutions and services (non-quota carrying, retention-focused role)

  • 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

  • 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:

    • Tribune Media Group
    • Dallas Morning News
    • Archant Limited (UK)
    • Minneapolis Star Tribune
    • Newsday Media Group
    • New York Daily News
    • Fairfax Media (Australia)
    • 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

Director of Business and Product Development 
2012-2013

  • 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

Digital Automotive and Real Estate Director
2008-2012

  • 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

New Media Development Manager
2004 - 2008

  • Developed, managed and monitored successful display advertising campaigns for over 172 client accounts in Real Estate, Automotive, Employment and Retail categories

  • 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

  • Increased Retail department online revenue 233% in the first 12 months

  • Consistently exceeded monthly and annual goals for 28 consecutive months

  • Established and grew successful relationships with new and existing advertisers

  • Presented online advertising opportunities to potential customers and explained the features and benefits Charleston.net brings to their company to increase awareness and sales

  • Created strategies and opportunities for generating new online revenue

  • Developed new advertising opportunities to help fit specific customers needs

  • Built packages that bundled print and online to provide customers with a total advertising solution

  • Worked directly with 3rd party vendors, Shop Local and Harvest Info, to bring a digital shopping portal to print advertisers

  • Managed and reported customer campaign performance using 24/7 Real Media ad serving system

  • Trained print sales reps how to sell effectively sell online display advertising

  • Built and maintained successful customer base for online display advertising, increasing online revenue by 175% in first 6 months

  • Developed and presented listings into an online database for enhanced realtor listings

  • Provided realtors with a Featured Agent listing that allowed visitors direct access to their information and site

  • Developed and presented to builders a Featured Communities section in the Charleston area

  • Grew Charleston.net’s reach and revenue in the Automotive department (in first 8 months, increased active dealerships advertising from 7 to 38)

  • Proposed online campaigns to dealers that effectively drove traffic to their sites

  • Developed and successfully presented an AutoTrader.com type environment for local dealers to display inventory

  • Proposed new sponsorship opportunities for dealers to reach desired and niche demographics

  • Held monthly training sessions for automotive print reps on how to successfully propose online advertising campaigns

  • Monitored and provided weekly or monthly performance reports to dealerships for online display ads and leads generated from online inventory

  • Provided automotive staff with monthly updates on how their customers are performing online

  • Created incentive programs that rewarded print reps for achieving specific online goals.