• 20 years' Customer Success & GTM leadership experience at Google & YouTube, promoted 8 times:
• B2B experience at Google: 10 years leading a Digital Ads Sales org (named accounts, $100M annual revenue) on both the Advertiser and Publisher sides
• B2C experience at YouTube: 10 years leading Global Customer Experience org (100M+ users, 130 markets), launching support in 200+ markets, scaling our operations from 15 to 3600 agents across 5 sites, and generating +$96M incremental revenue through our sales / retention programs
• AI experiences:
◦ Youtube: Led the transformation from a TVC - first to an AI - first operation, with the launch of new AI support platforms (Telephony (Sentiment analysis, KB, Issue Categorization) and Chatbot)
◦ AI Agents: Designed and sold several AI agents focused on lead gen / social marketing using models such a Stability AI, Gemini, Apify etc..
• At Google, I led sales / marketing teams, reaching 100x revenue growth while managing the largest ads segment ($100M annual revenue).
Experience
Head of Consumer Experience Operations (B2C Sales / Support),
YouTubeJanuary 2021 - CurrentRecipient of a top award for the launch of NFL Sunday Ticket service model
Scope expansion vs previous role:
Leadership:
• Led the global roll - out of new AI platforms (Telephony system + Chatbot) to automate key user journeys and support processes ( Routing, Sentiment Analysis, Knowledge Base, Report and User Segmentation)
• Grew the EN TVC team by 22x in 5 months (3600 TVCs) to support the launch of NFL Sunday Ticket
• Expanded scope to support all B2C YouTube users (Viewers + Subscribers)
• Represented YouTube in annual regulatory executive meetings (KCC - Korea) Sales / Revenue Generation:
• Launched Sales / Retention team generating $96M in additional revenue
Marketing:
• Secured former NFL star (Jason Kelce) to rebrand our key user journeys (telephony, help center)
• Launched key emailing campaigns to reduce churn / drive product engagement Product Design:
• Led the roll - out of new support entry points in the purchase flow with UX / Eng
• Piloted with UX / Eng the impact of adding Support in the sign - up flow
• Contributed to the redesign of the Sign - up page generating 240K sign - ups (YTV / NFL)
Head of Global Paid Product Support & Sales Operations,
YouTubeMay 2013 - December 2020• Built and led global paid product operations in charge of supporting all YT paid products users:
◦ Designed the global B2C service model (In Product, Help Center, 1 : 1) supporting products with over 100M paid subscribers in 200 markets
◦ Led the transition to a 100% outsourced support model, launching 5 call centers and scaling workforce from 15 to 600 agents
Senior Sales & GTM Manager,
Top NA Publishers, Online Partnership Group (GoogleNovember 2010 - May 2013• Managed the Article / News team, responsible for strategy and revenue (AdExchange, AdSense, Doubleclick for Publishers, AdMeld)
• Led the North American Business Planning team responsible for the 2013 strategy Deal making experience / Partnership:
• Led the first non - standard multi - million dollar deals for this team, resulting in the creation of new market segment (resellers)
• Directly managed and sold AdSense / AdExchange / DFP to Top 50 NA publishers New Business Development / Go To Market:
• Responsible for commercialization of Google Reserve.
• Created the global lead generation workstream
Customer Success and GTM manager,
Retail (Google Marketing Platforms), GoogleDecember 2006 - November 2010Leadership:
• Achieved 100x revenue growth making Retail the largest segment (>$100M annual revenue/ 300 accounts)
• People Management & development of 9 Key Account Managers
• Quarterly and annual business planning, incl. revenue forecasting Business Development:
• Built and structured FR Retail team (segmentation / HC allocation)
• Keynote Speaker at 5 Google Academies with 50 C - Levels from Top 100 companies
Senior Account Manager Retail,
Online Team (Google Ads), GoogleNovember 2004 - December 2006• Responsible for growing the revenue of top retailers
• Budget negotiation at C - Level
• Media planning for top advertisers
• Designed mass marketing tools to reach small & medium businesses (webinar, newsletter)
• Developed deep expertise in sales analytics (Google Analytics, conversion funnel, UX)
Technical Account Manager,
Hewlett PackardJuly 2004 - November 2004• Day to day management of Key Account (Total)
• Troubleshooting, TAT management & Technical Escalations
Cash flow / Supplier / Buyer Accountant,
Renault Boigny surJanuary 2001 - July 2001• Cash flow / Balance/ Asset Liability Management / Inventory Valuation
• Account Management with SAP
Professional Membership / Certification
top award for the launch, NFL Sunday Ticket service model
Your Skills
Leadership, Telephony, Telephony, Telephony, Filing, New Product Development, Java (Programming Language), Google Tag Manager, Leadership, Digital Sales
