Technology, Information and Media
Active

Anthony R

About Me

• 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).

Jurisdiction

United States

Experience

Seniority LevelMid-Senior level
Years of Experience20+ years
Current StatusActive
Head of Consumer Experience Operations (B2C Sales / Support),
2021 - Present

Recipient 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,
2013 - 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,
2010 - 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,
2006 - 2010

Leadership: • 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,
2004 - 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,
2004 - 2004

• Day to day management of Key Account (Total) • Troubleshooting, TAT management & Technical Escalations

Cash flow / Supplier / Buyer Accountant,
2001 - 2001

• Cash flow / Balance/ Asset Liability Management / Inventory Valuation • Account Management with SAP

Education

Masters of Master in Business StudiesDublin City University
2003 - 2004

Certification

Total Certifications1

top award for the launch, NFL Sunday Ticket service model

Skills

Core skills1
Languages1

Skills

Leadership, Telephony, Telephony, Telephony, Filing, New Product Development, Java (Programming Language), Google Tag Manager, Leadership, Digital Sales

Languages

English

Services