Ashley Britton
Toronto,Canada
Summary
Highly-motivated leader with the desire to take on new challenges. Proficient in operating autonomously and effectively acquiring new proficiencies. Prioritizes the utilization of training, monitoring, and morale-boosting strategies to optimize employee engagement and performance, while remaining steadfast in ensuring customer satisfaction, retention, and contributing to the company's overall success.
Overview
10
10
years of professional experience
Work History
Director, Client Services
StackAdapt
Toronto, Ontario
01.2023 - Current
- Lead and manage a team of Managers of Client Services (MCS) & Account Managers across the Client Services team.
- Collaborate closely with the Revenue Enablement team to introduce best practices, refine processes, and provide constructive feedback within the training and Onboarding program for Account Managers.
- Provide comprehensive support to each Manager through discussions regarding NRR, CRR, quota attainment, performance evaluations, professional development, and addressing account-related matters and opportunities.
- Conduct regular performance reviews and provide coaching to Managers of Client Services, as well as Account Managers.
- Engaged in various projects aimed at delivering value through solutions that drive optimal results for customers, leading to high retention rates, account health, and overall portfolio growth.
- Contributed to initiatives aimed at enhancing operational excellence and efficiency, including modifications to the Ad Operations process and team structure.
- Spearheaded the Client Onboarding program and created a streamlined process to ensure a seamless experience for new customers, while implementing methods to track program milestones and automation to ensure successful completion by clients.
- Provided leadership during times of organizational change or crisis situations.
- Analyzed customer feedback data to identify areas of improvement in service delivery processes, as well as to assess and address risks through mitigation strategies.
Manager, Client Services
StackAdapt
Toronto, Ontario
01.2021 - 12.2022
- Oversaw and managed a team comprising of Account Managers & Account Coordinators within the Client Services department, aiding in portfolio prioritization and driving adherence to best practices.
- Facilitated client retention and revenue growth by supporting Account Managers in executing upsells, cross-sells, and unlocking incremental opportunities.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Collaborated with Account Managers to establish monthly actionable Gap Plan goals.
- Identified process inefficiencies and proposed solutions to enhance team productivity.
- Conducted interviews for prospective Account Managers and Account Coordinators, assessing their data analysis capabilities.
- Onboarded Account Managers and Coordinators through a combination of meetings, hands-on training, and e-learning sessions.
Account Manager
StackAdapt
Toronto, Ontario
10.2019 - 12.2020
- Acted as a main point of contact for clients, supporting Managed and Self-Serve users by understanding their goals and resolving any delivery or performance related issues.
- Developed and maintained relationships with key accounts to ensure customer satisfaction, as well as sought out growth opportunities.
- Ensured client campaigns ran successfully against their business/campaign goals and provided strategic solutions, recommendations, and optimizations to meet their identified KPIs.
- Set up and trafficked campaigns on the StackAdapt DSP, including third party tag implementation and pixel creation/troubleshooting.
- Ensured daily, weekly and monthly cadence reporting to clients, while analyzing data and insights to identify areas of opportunities.
- Conducted and took ownership of in-person training sessions, platform demonstrations, virtual meetings, and Quarterly Business Reviews.
- Participated in the identification of any potential opportunities to improve services such as the development of tools, procedures and reports aimed to increase overall platform efficiency.
Account Executive
Corus Entertainment
Toronto, Ontario
01.2018 - 01.2019
- Drove revenue growth and managed key client relationships across a large portfolio.
- Developed and implemented a comprehensive sales plan to increase revenue in assigned territory.
- Served as the main point of contact for assigned agency partners for all business inquiries, ensuring the delivery of exceptional service and results.
- Crafted and delivered sales presentations to introduce new revenue projects and drive growth through sponsorships and integrations, including non-linear television.
- Provided accurate forecasts for accounts, reflecting pending business, opportunities, and potential risks.
- Utilized data, insights, and Next Generation Advertising segments to pinpoint key audience targeting strategies.
- Proactively pursued and developed new business opportunities through pitching and prospecting efforts.
- Mentored Account Coordinators and Inside Sales Representatives, fostering their professional development.
Account Manager
Yahoo/ Oath
Toronto, Ontario
01.2017 - 01.2018
- Acted as the main point of contact for all campaign-related inquiries from start to finish of the campaign lifecycle by owning tasks and leveraging support teams.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Managed I/O processing, campaign setup and creative submission via partner teams.
- Monitored campaign delivery, addressed delivery issues and provided optimizations and incremental opportunities.
- Provided clients with strategic insights, campaign wrap-ups, and Quarterly Business Reviews.
- Worked closely with the billing team to ensure timely and accurate invoicing and payment.
- Collaborated with Account Executive partners on proposal development, presentations, selling into new business and assisting with up-selling existing clients.
- Focused on client retention, growth, renewal and client satisfaction.
Advertising Consultant / Account Manager
Kijiji, an eBay company
Toronto, Ontario
01.2016 - 01.2017
- Increased company revenue by delivering effective and impactful service recommendations, while simultaneously managing acceptable churn levels among the existing customer base.
- Managed the entire sales cycle, starting with profiling existing clients, comprehending their business requirements, negotiating terms, crafting proposals, and ultimately securing new business.
- Educated clients on optimizing their usage of the site and maximizing benefits from online advertising solutions provided by Kijiji.
- Conducted competitive analysis to identify opportunities in the marketplace.
Inside Sales Executive
Corus Entertainment
Toronto, Ontario
01.2014 - 01.2016
- Supported Account Executives in all facets of the sales cycle.
- Developed, negotiated and booked on-air transactional media campaigns based on specific AOR requirements.
- Provided general avails, confirmations, proposals, and pre- and post-compensation packages.
- Proposed short-form creative sponsorships using PSA's, Closed Captioning, Bugs and Billboards
- Developed relationships with buyers to learn their business and communication needs while ensuring overall campaign achievement and brand efficiencies.
- Liaised with internal departments such as Marketing/Promotions, Traffic, Inventory Management and Revenue Management to ensure accurate campaign execution.
- Maintained visibility on inventory to monitor for oversells, spoilage opportunities and sell out of key properties.
Education
Bachelor of Arts -
University of Western Ontario
Ontario Graduate Certificate, Business & Marketing Management -
Humber College, The Business School
Skills
- Strong leadership and people management skills
- Excellent communication and interpersonal skills
- Thrives in fast-paced, self-directed environments, consistently meeting deadlines
- Exhibits strong organizational skills with a meticulous and detail-oriented approach
- Well-versed in change management, embracing adaptability and change positively
- Displays ambition, creativity, and a consistent positive attitude
- Punctual, reliable and trustworthy
- Proven track record in revenue forecasting and successful retention strategies
- Accomplished in driving process improvements to enhance efficiency
- Provides exceptional customer service to ensure client satisfaction
Highlights
- Strong leadership and people management skills
- Excellent communication and interpersonal skills
- Able to work in a fast-paced and self-directed environment with the ability to meet deadlines
- Strong organizational skills, meticulous and detail-oriented
- Receptive and adaptable to change with the ability to learn and grasp new concepts
- Ambitious, creative and always shows a positive attitude
- Punctual, reliable and trustworthy
Timeline
Director, Client Services
StackAdapt
01.2023 - Current
Manager, Client Services
StackAdapt
01.2021 - 12.2022
Account Manager
StackAdapt
10.2019 - 12.2020
Account Executive
Corus Entertainment
01.2018 - 01.2019
Account Manager
Yahoo/ Oath
01.2017 - 01.2018
Advertising Consultant / Account Manager
Kijiji, an eBay company
01.2016 - 01.2017
Inside Sales Executive
Corus Entertainment
01.2014 - 01.2016
Bachelor of Arts -
University of Western Ontario
Ontario Graduate Certificate, Business & Marketing Management -
Humber College, The Business School
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