Steve Robbins

Steve Robbins

DIRECTOR OF CUSTOMER SUCCESS AND STRATEGIC OPERATIONS

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Summary

STEVE ROBBINS Costa Mesa, CA | (818) 497-7206 | steverobbins08@gmail.com
OBJECTIVE
Highly innovative and organized self started who thrives in a fast paced and competitive environment. Brings years of experience in consulting, retargeting, affiliate marketing and programmatic advertising with specific success in project/product management, e-commerce, branding, and multivariate testing. Can simultaneously lead a successful team at a high level, while remaining customer focused and proactive in resolving issues.
EXPERIENCE
DIRECTOR OF CUSTOMER SUCCESS AND STRATEGIC OPERATIONS| MARKETING EVOLUTION| AUGUST 2017 – CURRENT
· Mentors a team of business analysts and managers and assist in their career development, performance reviews, and act as an escalation point for outstanding issues
· Consults and coaches clients on best practices of our SaaS attribution platform to increase marketing ROI for their businesses
· Works collaboratively with clients to provide the optimum configuration, integration, and implementation of the Marketing Evolution suite of products based upon client objectives, process and technical best practices and common configuration practices
· Project manages both functional and technical aspects of onboarding implementation using JIRA to ensure all parties (client, provider, and vendors) meet set milestones
· Lead change management planning and execution by collaborating with clients on communications; aligning processes with the solution delivered and helping drive end user adoption to build long term success
· Completes API and flat file integration feeds within project budget and scope
· Presented and compiled client quarterly business reviews to analyze cost per acquisition
· Understands complex and unique client use cases and works to develop resolutions, upsell additional products, and reduce churn

ACCOUNT DIRECTOR| STEELHOUSE| APRIL 2015 – JULY 2017
· Oversaw the day to day relationships of 175 clients including Mrs. Fields, Billabong, Buffalo Bills, and Frontgate Tickets
· Identified and developed marketing tactics based on clients goals to drive performance and provide incremental revenue for their businesses
· Planned and managed monthly budgets exceeding $500,000 as well as reduced churn by 30%
· Spearheaded the creation and managed the product rollout of our on site live chat feature through Zendesk
· Drafted the product collateral to ensure proper market positioning was conveyed to clients and potential prospects
· Contributed to the ongoing initiatives to continually improve processes to secure customer success
· Collaborated with internal teams (Ad Ops, Product, Creative) to ensure customer outcomes are being met on a daily, weekly, and monthly cadence
· Used Google Analytics and Adobe Omniture to ensure clients marketing performance metric (ROI, ROAS, CTR, CPA etc.) goals were achieved
· Drove adoption of the SteelHouse products (social, mobile, connected TV) by way of cross sell and up-sell tactics
· Lead project to revamp onboarding process and streamline the go to market strategies

AFFILIATE CHANNEL COORDINATOR| LD PRODUCTS | JANUARY 2014 – APRIL 2015
· Presented current promotions at tradeshows to increase the footprint of our three brands; 123inkjets, 4inkjets, and inkcartridges.com
· Compiled strategic analysis by assessing strengths and weaknesses of competitors to increase market share
· Developed and created ad creatives, messaging, and promotions across platforms like Commission Junction, Cake, and Impact Radius
· Prepared detailed marketing forecasts on a daily, weekly, and quarterly basis
· Doubled annual revenue for the affiliate channel and onboarded new publishers/active advertisers to increase the market share of our brands

MEDIA PLANNER & BUYER| NEW AND IMPROVED MEDIA| MARCH 2012 – DECEMBER 2013
· Planned and negotiated multi million dollar contracts for clients such as Fox Broadcasting, FX, Fox Sports 1, and Molina Healthcare across television, radio, digital, out of home and print channels
· Extensive hands on experience in DSP’s and DMP’s purchasing media on behalf of my clients
· Established production schedules and communicated project status to stakeholders
· Implemented and evolved high impact strategies to target new business opportunities in new markets
· Created flow charts and reports while compiling all pre and post campaign analysis
EDUCATION
B.B.A., MARKETING | MAY 2011| UNIVERSITY OF SAN DIEGO

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