George DeLahoz
Los Angeles,CA
Summary
Dynamic Client Success Manager offering 10 years of success in driving revenue, growing market share and building highly profitable account bases for diverse organizations. Well-versed in establishing top-performing teams committed to surpassing business objectives in alignment with corporate mission. Skilled in enforcing adherence to policies, procedures and service standards. Dedicated to continuous delivery of top-quality products and services to clients.
Overview
14
14
years of professional experience
Work History
Enterprise Client Success Manager
Spiceworks Ziff Davis
12.2021 - 09.2024
- Day-to-day liaison with agency’s buys and internal business partner, such as production, content, and media buyers
- Manage the top 20 enterprise & strategic accounts ensuring scheduled delivery pacing, program satisfaction, reporting read outs and recommending strategic optimization for up-sale and renewal for over $10M+ in annual revenue
- Implemented proactive communication strategies, resulting in a 30% reduction in customer escalations and improved overall satisfaction scores by 15%.
- Maintain a client retention strategy and identify opportunities to upsell additional services.
- Implemented risk management protocols that reduced churn rate by 25% through early identification of at-risk accounts and strategic intervention plans.
- Led and executed multiple concurrent projects, achieving 95% on-time completion rate and exceeding project goals in collaboration with the Director, Success Services.
- Identified opportunities for upselling and cross-selling within customer accounts, collaborating effectively with sales and product teams to achieve a 20% increase in customer growth.
- Resolved escalated issues promptly by liaising with relevant departments while keeping affected clients informed throughout the resolution process.
- Amassed $899,000 in new business in single quarter.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Worked closely with design and product departments to create product which aligned with needs of $587,000 annual revenue client.
Senior Account Manager
Novofex
10.2017 - 12.2021
- Created and execute an overall social media marketing strategy that generates inbound leads, gain followers, and company recognition
- Design campaigns and employ digital marketing strategies that promote clients business/product
- Planned and implemented digital strategies for client’s media campaign that included display, video, paid social, native, digital audio and SEO
- Prepared and presented reports on campaigns and brand progress
- Identified customer’s goals and executed customer success plans to ensure strategic priorities and initiatives are met
- Partnered with sales to produce RFPs ranging from 1k to 100k, pitch to prospecting clients, own sale cycle and manage campaigns
- Increased client retention higher than 18% by meeting all clients objectives and KPIs.
- Developed deep knowledge of customer businesses and relationship to company objectives.
- Analyzed data on client behavior patterns to inform future account management strategies, resulting in higher retention rates.
Account Manager Branded Partnerships
Fan Duel, Inc.
05.2017 - 10.2017
- Launched and managed paid acquisition campaigns across all of FanDuel's platforms
- Maintain continuous line of communication, keeping clients informed of performance metrics and constantly up selling
- Build decks and pitch partnership opportunities to prospect clients
- Develop creative briefs for all media types
- Collaborated with internal teams to create custom packages for each client and execute all of the client’s objectives
- Responsible for outreach and introduction meetings with client
- Booked business exceeding 750k in less than 4 months.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
Senior Digital Advertising Analyst
Warner Media Broadcasting
06.2015 - 05.2017
- Scheduled interactive advertising campaigns across all platforms and presidential debates
- Provided inventory estimates/ Avails for sales team for inclusion in upcoming campaign RFPs
- Generated and delivered regular performance reports (weekly, bi-weekly, monthly, quarterly) for clients, proficiently identifying and resolving data discrepancies.
- Reported all VOD, Interface with internal and external sales team globally
- Analyzed inventory and web traffic trends to spotlight sales opportunities.
- Developed and maintained comprehensive reporting mechanisms, tracking and analyzing key customer success metrics to inform strategic initiatives and drive continuous improvement.
- Proficient in creating compelling data visualizations using tools like Tableau, Power BI, or Google Looker Studio to effectively communicate insights and recommendations.
Ad-Sales Lead Coordinator (Animal Planet, Discovery Española and Dfamilia)
Discovery Communications
11.2013 - 06.2015
- Maintained deals to the satisfaction of 60+ clients, oversaw over 50 million dollars’ worth of media inventory
- Oversee 25+ monthly reports highlighting effectiveness of marketing campaigns
- Handled stewardship's and reconciling advertiser’s schedules, providing clients with information on schedule or program changes, providing air times, solve billing discrepancies, writing up and processing sales orders and contracts.
- Managed multiple projects simultaneously, ensuring timely completion and high-quality results.
- Maintained comprehensive records of project status updates and communications with clients for easy reference during meetings or audits.
Assurance & Advisory Services, Senior Auditor
Mitchell & Titus LLP, a member firm of Ernst & Young
09.2010 - 11.2013
- Industry experience includes media entertainment companies, non-for-profits and auditing pension plans
- Marketing and Advertising Risk Services (MARS) evaluate end-to-end marketing and advertising processes.
- Mentored junior auditors, contributing to their professional development and enhancing team performance.
- Enhanced audit efficiency by implementing risk-based audit strategies and streamlining processes.
Education
Bachelor of Science -
Montclair State University
Montclair, NJSkills
- Bilingual (Spanish and English)
- Google Drive
- Freewheel
- Microsoft Office (Excel – VLOOKUP/macros, Word, PPT)
- Final Cut Pro
- Adobe Creative
- HubSpot
- Operative One
- Google analytics
- Looker
- Confluence
- Salesforce
- Project Management
- Customer Retention
- Data Analytics
- Report Generation
- Report creation
- Customer service and support
- Growth Strategies
- Client Relationship Management
- Sales Support
- Upselling strategies
- ROI understanding
- Lead Generation
- Revenue Generation
- Client renewals and prospecting
- Client service optimization
Timeline
Enterprise Client Success Manager
Spiceworks Ziff Davis
12.2021 - 09.2024
Senior Account Manager
Novofex
10.2017 - 12.2021
Account Manager Branded Partnerships
Fan Duel, Inc.
05.2017 - 10.2017
Senior Digital Advertising Analyst
Warner Media Broadcasting
06.2015 - 05.2017
Ad-Sales Lead Coordinator (Animal Planet, Discovery Española and Dfamilia)
Discovery Communications
11.2013 - 06.2015
Assurance & Advisory Services, Senior Auditor
Mitchell & Titus LLP, a member firm of Ernst & Young
09.2010 - 11.2013
Bachelor of Science -
Montclair State University
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