Robert Kosa
Toronto,ON
Summary
Data Driven Client Success Manager with programmatic and search advertising expertise within SaaS and PaaS, focusing primarily on AdTech and HR solutions. My track record boasts a consistent pattern of achievements in cultivating and inspiring robust teams dedicated to providing daily support to countless clients such as Amazon and Salesforce.
My ability to prioritize retention, upsell, churn reduction and firefight competing client deadlines have afforded me multiple promotions and company wide recognition.
I have a strong aptitude in relationship management, client retention, public speaking, and team collaboration.
Overview
6
6
years of professional experience
Work History
Client Success Manager, Enterprise
Illumin (Formerly AcuityAds)
08.2021 - 04.2022
- Educated clients on advertising and assisted with successful campaign creations and management by leveraging an in-depth knowledge of programmatic strategies and tactics
- Managed strategic enterprise deals, each involving intricate sales cycles and multi-million dollar budgets with primary focus on identifying upsell opportunities and implementing strategies to reduce churn rates, thereby generating consistent quarter-over-quarter revenue growth
- Cultivated strong cross-functional partnerships with various departments, including Accounting, Sales, Marketing, and Product teams to diagnose and enhance system functionalities, which led to a remarkable 30% reduction in issue resolution time
- Demonstrated a commitment to data-driven decision-making by routinely analyzing campaign analytics to transform raw data into clear, presentable, and easily digestible formats in order to provide invaluable information for stakeholders, empowering them to make informed choices and optimize campaign performance
Team Lead - Client Success, Dedicated
Indeed.com
10.2019 - 08.2021
- Formulated and delivered structured performance targets on a weekly, monthly, and quarterly basis to guide the Canadian organization in optimizing critical customer satisfaction metrics, such as NPS, CSAT, retention, and churn
- Spearheaded the implementation of customized solutions designed to foster the professional development of individual contributors by proactively removing operational hurdles, thereby ensuring their consistent achievement of KPIs while placing a primary emphasis on promoting mental health well-being
- Forged strategic partnerships with Sales teams and fellow CS Reps across North America, resulting in a >15% surge in cross-functional collaboration and a 10% reduction in operational costs, thereby bolstering overall organizational efficiency
Client Success Specialist (Dedicated)
Indeed.com
12.2018 - 10.2019
- Demonstrated an exceptional track record by consistently exceeding KPIs, achieving client retention rates exceeding 90%, and surpassing NPS and CSAT goals of over 90% for a portfolio of more than 300 clients with a combined budget exceeding $500,000
- Pioneered the development of new training materials and workflow-enhancing tools, resulting in a notable 15% reduction in onboarding time, streamlining processes and enhancing overall efficiency
- Provided expert technical support for Applicant Tracking Software (ATS) and Application Programming Interface (API) integrations, leveraging CRM platforms including Salesforce and Zendesk, ensuring seamless system operation and client satisfaction
- Conducted regular training sessions for both new and existing employees, imparting knowledge and best practices, while also mentoring and guiding dozens of new hires to facilitate their successful integration into the team
Team Lead - Appraiser Relations
Nationwide Appraisal Services
01.2018 - 11.2018
- Acted as the primary point of contact for 14 individuals spanning three different departments, providing coaching and managing escalations, while also serving as the secondary point of contact for over 30 additional Operations agents
- Implemented structured 30/60/90 day plans and established KPIs for all team members, resulting in a more systematic approach to training and facilitating individual growth within the organization
- Proficiently addressed and resolved high-level escalations directly with Canada's Big Five, effectively strengthening and restoring relationships, ensuring client satisfaction and continued collaboration
- Assumed responsibility for consistently meeting SLA requirements on over 97% of files, maintaining turnaround times under 2 hours, all while maximizing profitability
Operations Analyst
Nationwide Appraisal Services
03.2016 - 01.2018
- Proficiently conducted data analyses utilizing MySQL and Microsoft Excel to drive systematic adjustments, yielding a 22% increase in profitability
- Maintained a flawless track record in meeting NAS' stringent expectations for appraiser performance deliverables, consistently achieving 100% compliance on critical metrics including turnaround times, report quality, profitability, and overall efficiency
- Demonstrated astute contract management skills by evaluating static contracts with clients, and strategically negotiated dynamic contracts with appraisers, establishing an economic equilibrium that maximized profits for all stakeholders involved
Education
Bachelor of Arts - Psychology Major; Human Resources Management Minor
University of Waterloo
Waterloo, ON06.2015
Skills
- Revenue Generation
- Company Branding
- Stakeholder Relationships
- Performance Goals
- Customer Retention
- Staff Training
- Project Management
- Data Analytics
- Risk Mitigation
- Client Relationship Management
- Customer Service and Support
- Client Engagement
Languages
English
Native or Bilingual
French
Full Professional
Hungarian
Native or Bilingual
Chinese (Mandarin)
Elementary
Timeline
Client Success Manager, Enterprise
Illumin (Formerly AcuityAds)
08.2021 - 04.2022
Team Lead - Client Success, Dedicated
Indeed.com
10.2019 - 08.2021
Client Success Specialist (Dedicated)
Indeed.com
12.2018 - 10.2019
Team Lead - Appraiser Relations
Nationwide Appraisal Services
01.2018 - 11.2018
Operations Analyst
Nationwide Appraisal Services
03.2016 - 01.2018
Bachelor of Arts - Psychology Major; Human Resources Management Minor
University of Waterloo
Similar Profiles
David TishkovskyDavid Tishkovsky
Account Executive at illuminAccount Executive at illumin
Austin KirklandAustin Kirkland
Director of Strategic Partnerships - West Coast at IlluminDirector of Strategic Partnerships - West Coast at Illumin
CRISTINA CALISTOCRISTINA CALISTO
Sales & Office Manager at illuminSales & Office Manager at illumin
Sinthuja VijayarajSinthuja Vijayaraj
Intern Waitress at Cibo Wine BarIntern Waitress at Cibo Wine Bar
Salman ValimohamedSalman Valimohamed
Project Manager / Social Media Manager at Waveform Entertainment IncProject Manager / Social Media Manager at Waveform Entertainment Inc