Chad Chappell

Chad Chappell 788 Harrison Street #822 : San Francisco, CA 94107 :- linkedin.com/in/chadchappell/ :- SUMMARY OF QUALIFICATIONS A seasoned SaaS and Omni-Channel Customer Success and Account/Program Director with 15+ years of progressive experience in the rapidly changing and dynamic digital marketing industry, I understand both the agency and client side of digital marketing planning and execution with an emphasis on email and social media. EXPERIENCE SparkPost – San Francisco, CA Nov. 2017 – Present Customer Success Manager Launched and expanded CSM program to manage and cultivate 100+ mid-market and enterprise customers leveraging the SparkPost email technology platform to power their marketing and transactional email campaigns. ● ● ● ● ● Ongoing outreach to build stronger partnerships and stickiness High level digital marketing consulting High level email technology support including API and SMTP High level deliverability support for all major ISPs In-depth customer audit to determine health and churn risk Salesforce – San Francisco, CA Sept. 2015 – Nov. 2017 Regional Services Manager Leadership position within Marketing Cloud overseeing service delivery teams for a portfolio of enterprise clients including Sony, Electronic Arts, Hulu, and Uber ● Resource planning and oversight of campaign, technical and account management teams to align with clients’ service needs ● Lead services renewal processes generating $7+ million in annual revenue ● Oversee revenue budget margins and contract change management required to maximize resource allocation utilization ● Understand clients’ business and digital marketing strategies to help prescribe appropriate service offerings ● Assist business development teams with upsell opportunities Shoutlet (Now Spredfast) – San Francisco, CA April 2014 – Sept. 2015 Account Director – Customer Success Portfolio owner of key clients including Williams-Sonoma, Hot Topic, 24 Hour Fitness, and Eddie Bauer -- responsible for driving success and adoption of the Shoutlet platform. ● ● ● ● ● ● Worked with clients to set social business KPI goals; tracks and communicates progress Led regular status calls and strategy sessions tailored to an executive audience Led internal and external account planning Presented new opportunities, services opportunities and high-level roadmap vision Responsible for uncovering potential risk and addressing escalations/issues Recommended Shoutlet best practices and drove end-user adoption StrongView (Now Selligent) – San Francisco, CA April 2012 – April 2014 Program Director – Yahoo (4/13 – 4/14) Management of all Yahoo email marketing programs and team of Program Managers to help manage, execute and report on daily and weekly digital magazines, transactional/triggered campaigns and ongoing service announcements. ● Created and maintained master project plans to monitor all Yahoo email marketing campaigns ● Overall client relationship owner from a program management perspective ● Collaborated with Client Partner to meet all client’s creative, strategy and technological needs ● Managed team of Program Managers to execute all campaigns within 99% of defined SLAs ● Collaborated on budget/resource allocation for additional StrongView products and services Account Director – Customer Success (4/12 – 4/13) Managed a portfolio of 100+ clients, including Yahoo, Visa, Ancestry.com, Ticketmaster, and JibJab, generating $10+ million annually in business development. ● Oversaw and led contract negotiation and renewal process ● Oversaw and led RFP review and submission process with existing client base ● Drove incremental revenue with existing client base by identifying, presenting and closing cross-sell and up-sell opportunities ● Managed team of Customer Success Managers assisting in day to day client relationships ● Project management of program implementations, software upgrades, lifecycle-programs and creative development opportunities Yesmail/Infogroup – Atlanta, GA Feb 2008 – Sept 2011 Account Director Management of interactive marketing campaigns to include all aspects of development and reporting for several Fortune 500 clients including AT&T, Darden Restaurant Group, Coca- Cola and SunTrust ● Onboarding, management and mentoring of full service Customer Success team ● Instrumental in opening new Atlanta office to better assist Southeast client-base ● Generated and maintained 3+ million in revenue per year ● Assisted with business development and engineering teams to sell, launch and integrate new customers on the Yesmail platform from both a customer success and data implementation perspective ● Instrumental in developing successful triggered lifecycle programs ● Developed and presented quarterly reviews ● Provided best practices and assistance with social media integration ● Worked with engineering teams and clients to gather business requirements used to develop preference centers and other web services projects ● Worked with media services teams and clients to offer database growth options most suitable for campaign and overall interactive marketing initiatives EDUCATION: Art Institute of Colorado, B.A. Multimedia