Ross Baker

-- www.linkedin.com/in/rossbaker603 Ross M. Baker Core Competencies and Expertise ❖ ❖ ❖ ❖ ❖ Customer Relationship Management Partner Relationship Management OKR Planning and Implementation Customer Experience Management Consultative B2B Sales ❖ ❖ ❖ ❖ ❖ Affiliate Marketing Digital Marketing Data Analysis & Visualization Coaching and Training Cross-department Collaboration Key Strengths ❖ Empathic Listening​- deeply understanding the point of view of others to solve complex problems. ❖ Technical Translation​- able to take complex topics and subject matter and translate it into simple, concise messaging. ❖ Adaptable & Agile​- keep momentum and progress towards goals, even in the face of obstacles, changing strategies, and other business challenges. Work Experience TopFunnel Customer Experience Manager​ – 3.2019 – p​ resent ● Manage customer deliverables through sourcing team ● Account Recovery ● ● ● Process improvement and documentation Renewals Customer on-boarding Freelancer Freelancer​ – 8.2018 – p​ resent ● Affiliate Marketing Manager for E-commerce and SaaS startups ● SEO for Livelyme.com ● ● ● Content monetization consultant Writer Business development ● ● ● Content contributor Affiliate program manager Developed and executed affiliate engagement strategy. AvantLink Affiliate Account Manager​ – 4.2017 – ​10.2018 ● 20%+ YoY revenue growth on owned accounts ● Developed custom Excel reporting for network partners ● Champion of collaborative and transparent culture PeopleKeep Sr. Customer Success Manager, Team Lead​ – 12.2016 – 4.2017 ● Reported to CEO ● Increased customer engagement from 70%-90% ● Managed 200+ customer accounts ● Defined customer onboarding process ● Trained and coached team of 4 PeopleKeep Demand Generation ​– 01.2016 – 12.2016 ● Reported to CEO ● 50% MoM growth in partner leads ● Migrated partner program and implemented referral tracking software ● Forecasted partner lead production ● ● ● ● ● ● Zane Benefits (Now PeopleKeep) Partner Manager & Account Executive​ – 11.2013 – 01.2016 ● Increased sales units by 100% and MRR by 200% ● Trained partners on ideal customer profile ● Trained and coached partner account managers ● Managed 500+ referral partners Zane Benefits (Now PeopleKeep) New Business Manager – ​ 06.2013 – 11.2013 ● Reported to CEO ● Increased partner signups by 100% ● Became expert on health benefits industry and ACA ● ● ● ● ● ● Designed and managed customer experience campaigns Collected customer feedback for product/process improvement Customer support Defined sales enablement process Created and implemented brand messaging platform Grew organic traffic 100% YoY Managed webchat Worked with CEO and VP of sales to define department KPIs Tracked team KPIs and reported to leadership Managed lead and opportunity pipelines Educated and qualified prospective partners Promoted in less than 6 months to Account Executive Formal Education Sierra Nevada College, Incline Village, NV. Additional Information ❖ Awarded academic scholarship by Sierra Nevada College. ❖ Skied competitively throughout high school, college, and beyond. ❖ Published articles on small business employee benefits and hr blog: https://www.peoplekeep.com/blog/author/ross-baker​. Additional Skills ❖ ❖ ❖ ❖ Microsoft Office/Google Office Kanban Project Management Salesforce.com and other CRMs Sandler Sales Training ❖ ❖ ❖ ❖ Intercom Customer Experience Writing/Editing Referral Marketing Platforms Hubspot Marketing Automation