Keith Martin
Phoenix,AZ
Summary
People-oriented team leader successful in monitoring performance, delegating work and motivating members. Versed in managing daily direction and team communication. Collaborative and resourceful professional dedicated to identifying needs to develop and deliver creative solutions.
Overview
15
15
years of professional experience
Work History
Team Lead, Technical Customer Service
U.S. Green Building Council
01.2024 - Current
- Supports aspiring and current LEED credential holders via email and phone inquiries
- Develops new language and SOPs for handling customer requests and inquiries for numerous knowledge centers
- Cross functionally works with IT, Education, Credentialing, and Billing departments on an ongoing basis to support our customer base
- Manages technical customer support queue performing gap analysis for missing resource opportunities or efficiency gains
Associate Manager
Yelp
Scottsdale, United States
07.2021 - 10.2023
- Implemented a highly successful coaching structure to ensure record low attrition levels for our team in 2022 and 2023
- Led performance management of all onboarding reps and implemented improvement plans as needed for members of the team
- Developed and maintained detailed standard operating procedures and training materials for entire onboarding division
- Managed an onboarding team of up to 13 employees to ensure that they reached and exceeded expected KPI's
- Developed and implement strategies to improve customer satisfaction and increase customer retention rates
- Collaborated with stakeholders and developed training materials to ensure my team was equipped with the latest and most relevant information to ensure they were prepared to support our client
- Coached and mentored individual contributors to ensure they were able to offer the highest level of customer service and recommendations for our SaaS products
Restaurant Success Manager
Yelp
Phoenix, United States
01.2019 - 07.2021
- Mentored 4 new hires and helped teach them the best practices and skills needed for the role
- Offered hands on training for new hires and cross department teams on an as needed basis
- Responsible for onboarding all new SaaS clients as part of the Yelp Waitlist and Reservations service, to ensure a smooth and happy customer experience
- Ensured high retention of clients by analyzing performance data and presenting it in a fashion that is highly relevant to the customer
- Developed and implemented customer retention strategies to increase customer satisfaction and loyalty
- Identified potential upsell opportunities and worked with clients to maximize their usage of Yelp's services
- Collaborated with the product team to gather feedback and insights from restaurant owners and operators and integrate them into product enhancements and updates
Customer Success Manager
Yelp
Phoenix, United States
04.2017 - 01.2019
- Managed hundreds of calls monthly from current advertising clients to ensure they had effective and efficient campaigns related to their goals
- Identified and implemented opportunities for upselling and cross-selling to existing customers to increase revenue and customer satisfaction
- Had high level retention conversations with clients centered around analyzing data to ensure their advertising programs operated at desired levels
- Offered pro-active outreach to existing clients to upsell or support as needed
- Analyzed customer feedback and identify areas of improvement in the customer success process to enhance customer satisfaction and loyalty
- Hit KPI's on a consistent basis for retention goals and upselling goals
Account Executive
Yelp
Phoenix, United States
01.2015 - 04.2017
- Averaged over 20k in monthly recurring revenue and consistently hit goals
- Was Responsible for managing a pipeline of over 1000 accounts
- Vetted and researched dozens of potential clients daily to ensure high pitch and close rates
- Made over 80 calls per day including email outreach to develop and foster a healthy pipeline of potential advertising clients
- Analyzed market trends and competition to inform sales strategies and target potential clients more effectively
- Identified opportunities to collaborate with local businesses and develop tailored advertising solutions to meet their unique needs
- Built out call scripts and other materials to help sales organization improve pitch and close rates
Global Market Solutions Analyst
Facebook
Phoenix, United States
05.2012 - 12.2014
- Responsible for advising companies of all sizes on best practices for advertising on the Facebook platform
- Developed strong presences on Facebook and ensured that advertising dollars were effectively spent by guiding clientele on best keyword usage
- Led conversations with clients regarding ad placement, targeting parameters, and A/B market testing for ad spends
- Supported SMBs with advertising buys up to and above $1500
- Helped to track long term improvement through regular client outreach via phone calls and emails
- Collaborated with an advanced team of advertising specialists to ensure we were experts in the subject matter by running regular test advertising campaigns
- Subject matter expert in Facebook advertising and online marketing
Video Editor and Cinematographer
Consortium for Science, Policy & Outcomes at Arizona State University
Tempe, United States
10.2009 - 05.2012
- Filmed live talks using advanced camera equipment for educational nanotechnology discussions
- Filmed & Edited over 40 videos ranging from interviews to conferences
- Built a library of resources, and led purchasing for production equipment based on a strict budget
- Organized and facilitated interviews with key scientists as well as voice over recording
- Developed early social outreach plan for the Consortium to improve video viewership and worked cross functionally with department stakeholders to ensure the highest level of quality on all projects
Education
Bachelor's degree - Cinematography and Film/Video Production
Arizona State University
05.2012
Skills
- Credentialing
- Digital Marketing
- Critical Thinking and Problem Solving
- Business Writing Principles
- Apple Search Ads Certification
- Grammar Foundations
- Performance monitoring
- Key Performance Indicators
- Coaching and Mentoring
- Customer rapport
- Staff Management
- Presentations
References
References available upon request.
Timeline
Team Lead, Technical Customer Service
U.S. Green Building Council
01.2024 - Current
Associate Manager
Yelp
07.2021 - 10.2023
Restaurant Success Manager
Yelp
01.2019 - 07.2021
Customer Success Manager
Yelp
04.2017 - 01.2019
Account Executive
Yelp
01.2015 - 04.2017
Global Market Solutions Analyst
Facebook
05.2012 - 12.2014
Video Editor and Cinematographer
Consortium for Science, Policy & Outcomes at Arizona State University
10.2009 - 05.2012
Bachelor's degree - Cinematography and Film/Video Production
Arizona State University
Similar Profiles
Matt LibbyMatt Libby
Senior Marketing Manager at US Green Building CouncilSenior Marketing Manager at US Green Building Council
Eimear ConlanEimear Conlan
Events Officer and Communication Support at Irish Green Building CouncilEvents Officer and Communication Support at Irish Green Building Council
Makeeta BirdsongMakeeta Birdsong
Training Manager at US Green Building Council CaliforniaTraining Manager at US Green Building Council California
Guru ChalicheemalaGuru Chalicheemala
Automation and Control Systems Engineer at Express ScriptsAutomation and Control Systems Engineer at Express Scripts
Alvaro RojasAlvaro Rojas
Asphalt Laborer at Weems AsphaltAsphalt Laborer at Weems Asphalt