Columbia University in the City of New York

Freie Universität Berlin

Global Customer Experience  at Zoetis Inc.

New York City Metropolitan Area

I am working on several customer experience projects across business units and international markets, including:
-  Rolling out and analyzing the Global NPS survey for our top 14 global markets, using weighted scores to account for differences in business units and regions
-  Implementing Voice of the Customer program globally to collect feedback across channels and close the loop
-  Creating a better virtual rep experience to increase customer satisfaction for small accounts

Zoetis Inc.

Global Customer Experience

Turnstil gives viewers a new entrance to content - the choice to subscribe OR engage with a sponsor
-  I am heading up business development for adtech and content partners

Turnstil

VP, Client Success and Strategic Partnerships

- US Market development consulting, brand visibility and strategic positioning for ABCB.no
-  Business development and publisher networking for <a href="http://Maxifier.com">Maxifier.com</a>
-  Business strategy and operations for <a href="http://UpTheBarConsulting.com">UpTheBarConsulting.com</a>

Matos-Kruck Advisory Services

Founder, General Manager

- Spearheaded adoption of Cxense technology while influencing customer success and satisfaction that significantly reduced churn from 15% to 0%.
- Cultivated productive relationships with existing client base to identify and capitalize on revenue growth opportunities.
- Collaborated with cross-functional teams to develop and deliver comprehensive projects such as content recommendations and conversion optimization for publisher clients.
- Streamlined growth of strategic partnerships within North America and demonstrated exceptional relationship building skills that earned an invitation to deliver keynote at a large client event in 2018.

Cxense

VP Customer Success and Strategic Partnerships

- Coordinated full cycle recruitment efforts and managed the Client Services team including sourcing, interviewing, hiring, and professional development training of qualified candidates.
- Recognized as a Thought Leader across US territory and served as company representative during conferences, events, and media interactions.
- Analyzed operations and made strategic recommendations that improved efficiency of various departments including Product, Finance, R&D, and Sales Engineering teams.

BidSwitch

Client Service Director

- Developed and established a new Sales Engineering team dedicated to supporting sales growth and new business.
- Structured strategic product roadmaps for personalization and conversion platforms that increased subscriptions by 10% and CTR owned content by 15%.
- Designed and managed global Sales Engineering resources including tools, processes, and operational standards.

Sales Engineering Executive

- Increased customer satisfaction after building strategic partnerships that enabled data and media improvements.
- Facilitated technical sales and engagement with over 25 clients for Cxense Platform and Maxifier campaign optimization.
- Expedited  transition to audience-driven enterprises by providing strategic recommendations on audience monetization through personalization, user segmentation and organizational process improvements

Director of Customer Success

- Working closely with existing customers to ensure continued customer success;
-  Collecting and sharing best practices between customers and regions;
-  Onboarding and training new clients on the Cxense platform.

Sr. Engagement Manager

- Developed client management strategies that optimized data-driven enterprise operations including organizational development, training procedures, and change management.
- Significantly improved business development for publishing, marketing, and data clientele by providing exceptional product support of data management platform.
- Mentored and trained client sales teams of over 15 professionals in leveraging programmatic advertising to increase brand visibility and engagement with target audiences.

Krux Digital, Inc.

Director of Advisory Services (US & Europe)

- Forged and maintained strategic partnerships with data and media service platform providers to drive operational efficiency of the Data and Distribution division.
- Developed feature set for the launch of the new product AudienceSync and significantly increased revenue within two quarters from $50K to over $1.2M in Annual Recurring Revenue (ARR).

AddThis

Director for Strategic Partnerships and Special Projects

- Led efforts of four Senior Account Managers in strategic relationship management of the largest CPG client.
- Amplified tech-free revenue growth to the highest recorded levels in Q2 of 2012 before contract renegotiations.
- Created and instituted processes that improved productivity and efficiency of data verification, media buying, publisher engagement and agency relations across the US, Europe, and Asia.
- Designed strategic product roadmap in coordination with the Product Development team.

AudienceScience

Global Account Director

- Directed operational efficiency of five staff while leading strategic client relationship management (CRM) with diverse advertisers and agencies.
- Initiated the adoption of advanced product marketing strategies for targeting and segmentation.
- Conducted data analysis and provided reporting of specific marketing and targeting opportunities to influence revenue growth and new business development.

Account Director, Advertiser Solutions Group

- Managed relationships with Advertisers and Agencies signed up to our targeting platform;
-  Closed and implemented first agency trading desk deal for AudienceScience;
-  Analysis of data and reports to propose specific marketing and targeting opportunities;
-  Worked with client to integrate new targeting data sources;
-  Lead internal projects around attribution, reporting, process improvement.

Audience Targeting Manager

- Managed over 15 client relationships and delivered quality consultation services for major advertising holding companies while streamlining system integration and workflow optimization projects.
- Served as the Product Sponsor dedicated to driving sales and successful operations of interactive buy management tools.
- Revitalized approach to project management and execution that improved delivery of diverse projects within budget and deadline.

Mediaocean (formerly Donovan Data Systems)

Business Analyst / Product Sponsor for Client Services

Leading implementation projects and working with individual clients on improving operations for large university hospitals, with a focus on business process improvement, supply chain management and management control systems.

Renoir Consulting

Project Leader

Analysis and design projects including staffing models, business measures, organizational structure  and strategic recommendations; clients included Fortune 500 corporations in different industries in the USA and in Mexico, in the financial services and media industries.

The Lab Consulting

Management Consultant

- Member of strategic Web Initiative that was responsible for repositioning the role of the online presence of the school by using applicant and prospect data to tailor online experience;
- Managed vendor relationship for outsourced database projects with regards to Admissions Office;
- Managed online presence, including web page, surveys and online application.

Columbia Business School

Systems Analyst / User Services Consultant

- Prepare clients for prolonged stays in target region through intercultural role plays

Mathias Matos-Kruck