Scott Engstrom

Professional Experience

CHANNELNET, Sausalito, CA 2009-2011
Director, Global Programs / Integrated Digital Marketing

Reported to the CEO and responsible for the overall management and growth of the ChannelNet and Hunter Douglas Worldwide relationships; representing over $1M in annual revenue.
Assessed market opportunities and identified emerging technology trends.
Drove client strategies and ensured that internal teams delivered on-time, on- budget, high-quality solutions.
Up-sold customers to drive profitable incremental business for ChannelNet; closed 70% of all proposed solutions, generating over $700,000 in 2010 project-related revenue.
Implemented product enhancements to achieve economies of scale for ChannelNet and Hunter Douglas.
Effectively directed client relationships by managing costs, budgets, scope creep and risk mitigation.
Directly influenced ChannelNet strategy and decision making as a member of the senior management team.
Employed a global approach when assessing needs and trends and developing strategies and solutions.

GOODMAIL SYSTEMS, Mountain View, CA (Start-up organization – ran out of funding) 2008-2009

Director, Account Management

Established testing methods to effectively measure the value of CertifiedEmail. This resulted in the conversion of over 25 trial senders to paying customers within a six month period. Those new clients represented $1.1 million in annual revenue.
Increased CertifiedEmail volume from the highest value clients by illustrating value through metric analysis, resulting in 20% incremental usage and related revenue.
Developed ROI models for clients to measure the value and cost justify their investment in Goodmail’s product.
Improved organizational effectiveness by creating a tracking system within Salesforce.com that enabled the sales force to monitor conversions and forecast revenue.
Established the client communication process when launching new ISP partners, making it easier for paying customers to expand their reach and increase usage.
Analyzed why various trial senders did not convert to paying customers to determine how best to position the product and highlight its measurable value.

ACXIOM DIGITAL (Digital Impact acquired by Acxiom Digital in 2007), San Mateo, CA 1999–2007

Director, Product Management, 2005-2007

Managed cross-department teams (Engineering, QA, Operations, Service Ops, Training, Support, and Technical Publications), setting direction for on-demand Software-as-a-Service (SaaS) product strategy.
Led team of Product Managers.
Assessed strategic product direction, defined and formulated product requirement documents (PRDs), piloted and launched new product features: Lifecycle Designer and Transactional Messaging modules.
Reviewed and recommended customer architecture with Sales Engineers.
Designed a testing program to identify user problems. Uncovered and prioritized over 50 feature gaps and required enhancements.
Facilitated dialogue between designers/developers and non-technical audiences to gain consensus on product scope and functional objectives.
Developed and deployed cross-channel programs across multiple media channels including personalized email, targeted websites, banner and other web advertisements and search engines.

Director, Client Support, 2004-2005

Managed a global technical support team responsible for troubleshooting and resolving application issues.

Reduced monthly average case load of my support organization by 25% by addressing priority technical product issues and enhancing staff training.

Realized a 50% improvement in case resolution timeframes by implementiung a cross-department prioritization process.

Reduced the total number of critial montly cases from 55%- 30%.

Migrated from Salesforce.com to Siebel On-Demand, saving over $100,000 in monthly operational expenses.

Director, Service Operations, 2003-2004

Reporting to SVP of Worldwide Field Operations, managed a staff of 63 within service operations, campaign management, production, client start-up and technical training departments.
Developed a proven track record for attracting quality employees, growing talent and motivating teams.
Improved efficiency of campaign management teams by 15% through process review and new hire training.
Led a cross-functional team to coordinate, manage and resolve escalated client issues.

Account Director, Self-Services, 2001–2003

Account Manager, Client Services, 1999-2001

Managed team of 30 campaign and project managers and production specialists.
Achieved client revenue growth of over 70% over 12 months through successful up-selling of existing accounts.
Developed a team to support a 300% increase in the client base. Implemented service and support processes which doubled productivity while improving quality results.
Negotiated contracts and managed the strategic and budget planning relationship with the clients.

Education

B.A., Denison University, Geology, Granville, Ohio

Additional Coursework