New York, New York, United States
Innovative, accomplished programming manager, market research and customer success leader. Respected by Fortune 500 companies and world-renowned global clients as a strategic business partner, change agent, and subject matter expert. Skilled in developing products and solutions that result in significant cost savings for clients and the company, building and motivating high-performing teams globally, and delivering results that meet and exceed expectations
Full accountability for leading and directing a Global Team of 10 Technical Program and Customer Success Managers and 50 staff in AMS, EMEA, LATAM, APAC, and AME with a P&L of $10M, strategically affecting operational direction with senior leadership and the Board of Directors. ● Team fully responsible for Questionnaire Design, Questionnaire Review, Sample Management, Survey Programming, Custom Development, Fieldwork Management, Data Processing and Final Data Consultation. ● Built a cross-functional business team to develop comprehensive internal training materials including in-depth Product Offer Playbooks, SOP Manuals, RACI Document, Client Cards, and SLA’s. ● Implemented the Robotic Process Automation initiative automating repeatable processes to successfully reduce offshore spending, delivering $5M in cost savings over a two-year period. ● Review overall financial net sales of the solution every six months and key contributor on continuous improvements of products end-to-end workflow.
Analyzed market trends and client feedback to develop new and improved global products and client solutions to become the subject matter expert (SME) in evaluating and deploying worldwide SaaS platform releases. ● Developed the innovative Accelerated Answers SaaS product on a do-it-yourself platform readily allowing clients to program and launch surveys and collect key data, resulting in additional company revenue. ● Earned the coveted Kantar Excellent Innovator Award in automating solutions for external clients and internal staff. ● Manage a detailed list of client and development work, resource planning, development resources, and review onboarding documents from the implementation manager. ● Partner with Sales on Client Recruitment using demos and AMS focused sales pitches and IT on assessment of Accelerated Answers networks/server infrastructure - serving as the escalation point in problem resolution strategies. ● Deliver monthly project status updates, roadmap, and upcoming project goals; direct a team of virtual global project team members, ensuring consistency and best practices are utilized and adhered. ● Implement global processes for ongoing support delivery and best practices; provide input into product marketing and chair development/product meetings. ● Review overall financial net sales of the solution every six months and key contributor on continuous improvements of products end-to-end workflow.
Assessed and implemented qualitative and quantitative technologies into existing systems. Collaborated with Technology, Operations, Sales, and Marketing as a cross-functional team in building value-added, large-scale networks to optimize product distribution and maximize return on investment (ROI) and revenue. ● Led the Kantar team of more than 400 in implementing new product and software client add-ons. ● Developed pre-migration transition plan and was acknowledged as SME in migration to Amazon Cloud Services. ● Lead on the Global Customer Wishlist on changes and updates to the current system ● Assess new functionality during system releases to train the staff and clients on its benefits ● Acknowledged SME in major Decipher Migration to Amazon Cloud Services and responsible for pre-migration clean up on the current server. ● Continuously managing and building test plans to ensure zero issues before/after cutovers. ● Keep up to date on new Qual and Quant technology and then conduct Research on Research to see how they fit into our system.
Led a top-tier international programming and development team in establishing and implementing global processes and best practices to improve support delivery and decrease operational costs. ● Drove the offshore programming outsourcing initiative, partnering with international teams for an annual cost savings. ● Implemented key performance indices and quality production metrics to establish measurable success goals for individuals and teams. ● Directed program and testing of complex web-based questionnaires using Survey software and managed deployment of completed surveys as well as migration of collected data. ● Utilized a multitude of software and applications for execution of statistical/reporting packages. ● Coordinated with Sales and Research Departments in optimization of survey development schedules. ● Ensured client requests were managed focused on quality and timely delivery by implementation of control procedures. ● Co-managed the Employee Incentive Program and assisted the sales team in defining client requirements. ● Recognized as the SME and technical lead for Panel Partners and troubleshot issues while supporting the Legacy Survey Invite and Project Management Systems.
Led an onshore scripting, sampling, and data processing team in creating and deploying complex web-based projects. ● Devised service level agreements with outside consultants to ensure full understanding of programming requirements. ● Optimized survey development schedules through coordination and collaboration with the Sales and Research Departments. ● Created Sampling Process and templates for Sampling Plans which was used as a standard for all clients. ● Standardized client deliverables and the quality assurance process to guarantee accuracy of the data.
Delivered solid support in development of compelling sales presentations and product demonstrations for potential clients. Key contributor in development of technical support materials for portions of the Customer Program including Customer Newsletter & Extranet. Oversaw time management/reporting of developers' daily schedules and projects. ● Consultant to internal/external clients for project scope, technical requirements, and timelines. ● Technical Trainer that traveled to over 20 states and 10 countries for group training sessions