Patty O'Bryan

SVP of Client Success & Project Management | June 2022 - Present
A promotion expanded my role to include developing and heading a project management department.

As a change agent, I evaluated the agency's business life cycle and prepared a vision for moving the company from a subsiding "rapid growth stage" to a more sustainable model. Subsequent responsibilities included administering quality brand standards for the Creative team, devising growth marketing frameworks for clients, managing the marketing technology stack, and coaching employees on new processes and software. I developed top-to-bottom financial reports which allowed stakeholders to make more informed decisions.

Noted Accomplishments:

• Developed a project management department and system that greatly improved efficiency and communications

• Implemented processes that increased efficiency, reduced risks, and strengthened morale

• Served as a change agent to address change resistance, scope creep, internal and external communications, invoicing procedures, and client interaction that improved inter-departmental collaboration and client satisfaction

• Created SOPs (Standard Operating Procedures) and quality control processes, which raised the agency’s esteem

• Implemented an employee onboarding process which improved internal efficiency and reduced training time

• Conducted a data audit and applied a data hygiene process (cleaning 90% of CRM input from the past three years) and instilled a data governance program

• Increased productivity through a billable-hours system, allowing maximum staff capacity and improved ROI

Director of Client Success | March-June, 2022
 

Lead strategic planning and continuous improvement efforts to achieve company goals. Provide strategic leadership and tactical direction for clients. Liaison with clients, account services, and designers. Attend client discovery meetings, measure brand health, and write RFPs, SOWs, and creative briefs. Develop omnichannel advertising plans after conducting market sensing tactics, defining audience profiles and messaging, running marketing audits, and outlining customer journeys. Study marketing trends and manage Collaborative, Analytical, and Operational CRM. Aid the digital team with Google's Search and Display Networks, PPC (Point Per Click), geofencing, tracking and retargeting pixels, A/B tests, keywords, and experimentation.

Noted Accomplishments:

• Implemented a client-centric business model that created cross-departmental accountability, goal-focused engagement, and commitment to high-touch, high-frequency campaigns for target accounts

• Introduced the Account-Based Everything Framework to focus on ICPs which shifted the business from accepting high-work, low-return, to winning large-budget clients with the potential for more projects

• Developed client onboarding which helped new account managers capture client info more thoroughly up-front and ultimately improved the accuracy of quotes and allowed an easier way to upsell/cross-sell revenue

• Introduced a web wireframing system, improving communication between clients, developers, and designers

• Transformed the company from a traditional management style to an agile one

• Presented a new pricing model which included charging for “discovery meetings”

• Launched a career development program for Creative Designers and Copywriters which improved morale and benefit offerings