Phil Wilgus
Seattle
Summary
Dynamic Technical Account Manager with a proven track record at Amazon Games, excelling in account management and data analysis. Spearheaded operational improvements, enhancing efficiency and reducing issue resolution time significantly. Expert in campaign management and document creation, fostering strong vendor relations while driving growth through strategic insights and exceptional service.
Overview
6
6
years of professional experience
Work History
Technical Account Manager
Amazon Games (Prime Gaming)
Seattle
04.2022 - 08.2024
- Full lifecycle ownership of a diverse campaign portfolio, including high-visibility IPs such as FIFA, Candy Crush, Overwatch, Genshin Impact, and Marvel's Avengers.
- Collecting, reviewing, and managing confidential assets from both External and Internal partners, including image assets, MP4 files, Copy, Redemption Codes, as well as third-party SKUs and game builds.
- Efficiency in document creation and a Bias for Action identifying operational improvements. Key contributions include complete ownership of the Technical Account Manager operation manual and onboarding curriculum, as well as a guide for critical ticket intake. Resolution for CTI's dropped by an average of 8.5 hours after implementation.
- I took on the role of Localization Subject Matter Expert for Prime Gaming, working closely with both Marketing and third parties to optimize the localization process. Key contributions: Facilitating meetings, creation of Localization Standard Operating Procedures, Prime Gaming Term Glossary, and style guides across 15 different languages. Bug occurrences decreased by an average of 7.5 per month during the tenure.
- A sound understanding of complex tools and processes, and a drive to learn new ones. Pioneered the first Deep Link QR code campaign for Prime Gaming, collaborating with Marketing, Engineering, and third-party teams to create and test short URLs, ensuring effective customer engagement and a seamless user experience.
Account Manager
Amazon
04.2020 - 04.2022
- Owns all facets of the account management process for $200M in business across Home Improvement categories
- Analyze business metrics on a weekly, monthly and quarterly level to present strategies that will promote business growth and overall operational efficiency – increased confirmation rate [+12.5%TTM], decreased product level defects [-22% TTM], and decreased problem receive [-2.3% TTM]
- Understands the ecosystem of related Amazon products available to the vendor base and is able to provide recommendations to vendors on how to leverage marketing opportunities that align with business strategy
- Dives deep on customer-level issues and delivers recommendations – led a vendor catalog corrections initiative resulting in positive EDI accept accuracy and overall catalog health improvement [-39% trailing 12 months], as well as vendor education on successful 'new item setup' on the amazon platform to maintain complete catalog accuracy
- Strategically onboard, optimize content and monitor a catalog of over 50,000 items on site
Premier Account Manager
Avvo
08.2019 - 04.2020
- Responsible for managing a book of business <$220,000 of monthly revenue, with 100-120 accounts
- Utilize software (Microsoft Office, Outreach, Tableau, SalesForce, G-Suite) to present marketing metrics and statistically backed campaign analysis to clients
- Met and exceed monthly metrics based on upsell revenue, customer retention and overall growth in book of business
Account Manager
Avvo
10.2018 - 08.2019
- Managed 300-400 accounts post sale, driving retention and upsell through top notch service
- Maximize and grow a book of business with target opportunities for up-selling/cross-selling additional Avvo products and services
- Provide strategic consultative marketing advice while assisting clients in the optimization of their Avvo profile and advertising
Education
B.A - Criminal Justice, Political Sci (Pre-Law)
Washington State University
Pullman, WA05.2017
Skills
- Account Management
- Vendor Relations
- Content management
- Marketing
- Data analysis
- Project Management
- Live operations
- Hiring, training, and onboarding
- Campaign Management
- Document creation
- Microsoft Suite
- JIRA – Atlassian
Accomplishments
- Promotion to L5 Technical Account Manager in Q3 2023.
- Ownership of best seller Honkai: Star Rail, strategically Prime Gaming's campaign insync with the games release and generating over 2M claims in under 24 hours.
- Business Operations owner of Prime Gaming's first Physical Marketing Campaign: QR Code redemption for Candy Crush in Fall 2022. Cross-functionally collaborating with Engineering and Marketing to drive 10m+ claims during Campaign lifespan.
- Onboarding Buddy to three L5 Amazonians during 4 year period.
- Executed the most successful individual Prime Day promotion in Home Improvement GL, 2020 ($500K revenue in 4 hrs.)
Timeline
Technical Account Manager
Amazon Games (Prime Gaming)
04.2022 - 08.2024
Account Manager
Amazon
04.2020 - 04.2022
Premier Account Manager
Avvo
08.2019 - 04.2020
Account Manager
Avvo
10.2018 - 08.2019
B.A - Criminal Justice, Political Sci (Pre-Law)
Washington State University
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