Brent Carter

Svp, Customer Experience and Operations

Loadsmart · Los Angeles Metropolitan Area

Present

In this executive-level position, I work closely with the C-suite of this innovative, data-centric freight technology unicorn. Select clients utilizing Loadsmart’s digital freight brokerage service and SaaS offerings (Opendock, ShipperGuide TMS, Carrier TMS) include Staples, Home Depot, Americold, International Paper, Thermo Fisher Scientific, and Abbott. Maintaining full ownership of Customer Success and Revenue Operations, I lead and mentor a team of Director- and Management-level staff overseeing 80 total employees. Cross-functional teams consist of Support (ticketing), Customer Success Analysts (renewals, revenue growth), Solution Consulting (onboarding, implementations, integrations [custom, API, EDI]), Implementations, Onboarding (new client training), Sales Enablement (sales training), Sales Compensation Planning, Insights (sales data, dashboards), Systems & Tools, and Process Excellence (project/program management, workflows, processes and procedures). Since joining Loadsmart,…

Vice President, Revenue Management

OpenX · Los Angeles, California, United States

A key leadership role, I reported to the CCO and was accountable for driving organic revenue growth for OpenX’s existing North America customers across all segments (1600 website, app, and CTV publishers). Key customers included F100 organizations such as Amazon, Microsoft, Google, Comcast, Walgreens, and Apple. • Managed a team of 10 including seven direct reports (Revenue Manager Directors, Senior Managers, Account Executive) • Maintained ownership of all cross-functional go-to-market planning and growth strategies • Grew outsized results for customers via market and product expansion, retention, and optimization of publisher operations, integrations, and advertising revenue; regularly met with clients to review performance and sell/upsell opportunities • Represented Revenue Management internally in C-suite interactions, cross-department collaborations, and company strategy and leadership initiatives ✪ Select Accomplishments: • Re-oriented the team from a reactive account management-…

Vice President, Partner Services

OpenX · Los Angeles, California, United States

In 2017, I was promoted to support the entire organization with end-to-end responsibility for customer care and retention, analytics, safety/security/privacy, self-service platforms, OpenX’s CRM product, sales enablement, and OpenX’s customer community. In this capacity, I directed initiatives aimed at developing scale for customers by capturing process improvements and efficiencies. This role entailed leading diverse teams including Ad Operations, Partner Communications, and OpenX’s Salesforce CRM product team. • Accountable for all aspects of global email content development and dissemination; created a communications calendar to synchronize external communications • Oversaw the Salesforce CRM product team that created and enhanced capabilities within the platform (creating sales opportunity flow, a ticketing process, a product for end-to-end customer onboarding, and dashboarding)

Senior Director, Operations & Strategy

OpenX · Los Angeles, California, United States

As Senior Director, I oversaw several teams including Ad Operations, Partner Communications, Marketing, Product Management, Project Management, and Analytics. • Identified and developed all internal tools and dashboards for customer-facing employees • Reduced time to revenue and improved the team’s ability to sell and capture market share by successfully deploying 20+ dashboards, system enhancements, and forecasting tools to the business • Project managed all customer quality issues post-mortem; identified root causes and implemented • Developed and deployed performance outlier systems to eliminate noise (false positives), allowing the business to quickly identify/surface and triage customer issues in real-time • Managed and owned all product development (product and engineering resources) of the CRM (Salesforce); completely revamped the platform (opportunity creation, pipeline management, fee approvals, onboarding, and integration) • Improved client service by launching and implementi…

Director of Operations & Strategy

OpenX · Los Angeles, California, United States

In mid-2014, I was recruited to OpenX by a former supervisor at Tagged, Inc. Just two years later, I was promoted to Senior Director, Operations & Strategy.

Senior Manager, Business Operations

Tagged · San Francisco, California, United States

Promoted as Chief of Staff to the COO, I played an instrumental role in strategic planning and represented the COO to both the Executive Team and Board. As Senior Manager of Business Operations, I was also accountable for presenting financials/forecasts at executive meetings and discussing business critical issues and solutions. Additionally, I led cross-functional meetings including Business Operations and weekly Product Results meetings. • As Interim Head of Mobile and Desktop Advertising, brought on new ad unit types and four desktop/four mobile advertising partners; team achieved a substantial 40% sales increase, delivering $10M+ in just six months’ time • Developed a detailed strategic planning process that forecasted traffic, financials, and projects, resulting in 95% accuracy to forecast; collaborated with the VP of Advertising and VP of Payments & Virtual Currency to build models that addressed variances and established infrastructure for long-range predictive forecasts • Creat…

Senior Manager, Customer Experience

Tagged · San Francisco, California, United States

I was recruited to this social discovery website company to invigorate the Customer Experience Division. During my tenure, I introduced and reinvented operating processes, optimized staff performance, developed best practices and hired, developed, trained, and led a high-performing team of six direct reports comprised of a Senior Quality Agent and Training Coordinators. • Created a Quality Program from the ground up to assure continuous conformance with standards and regulations • Developed and delivered a detailed training on customer support and corrective/preventative action processes for CRM system in alignment with quality standards; team maintained 99%+ accuracy across all customer support channels • As a Certified Excellence in Service Trainer, administered soft-skills training to all 80 support staff in customer facing roles • Onboarded a new Philippines-based offsite vendor (Sykes Enterprises) and trained 40 support staff on Tier 1 support processes (CRM requests, customer ema…

Senior Manager, Professional Services

Life Technologies · Carlsbad, California, United States

*Applied Biosystems merged with Invitrogen, forming Life Technologies. Promoted to a newly created position, I was tasked with overseeing all professional services and working with internal/external teams to provide the highest level of delivery, installation, and support based on customer requirements (Sales, Service, Customer Support, Product Management, and R&D). In this role, I led weekly calls with directors based in Canada, the US, and Latin America. • Prevented the deferment of $10M per quarter by implementing an upfront revenue recognition process on all sales deals • Provided forecasting roll-up and analysis for the Sequencing Sales Team accounting for $150M annually • Created business processes that enabled a 20-instrument, $40M sale at BC Cancer • Led projects to process map and streamline 15+ Sequencing Sales and Customer Support procedures

Manager, Order Administration

Applied Biosystems · Foster City, California, United States

In this capacity, I managed five departments across two sites with $40M in quarterly revenue (Customer Resources, Customer Data Services, Order Administration, Global Subsidiary Support, and Product Information). • Led the North American and Global Subsidiary Customer Service team providing consumable and instrument management support with sales leaders and supply chain personnel to maximize revenue • Gained $1.7M in integration synergies by consolidating Customer Service functions across multiple sites − Led SAP/Telecom integration and training of Customer Service Team in Austin, TX following acquisition of Ambion − Provided leadership on training and SAP system implementation to support consolidation of the North American Customer Service function after acquisition of Applied Biosystem by Invitrogen − Directed successful business transition of all Foster City Customer Service and support operations to Buffalo

Supervisor, Order Administration

Applied Biosystems · Foster City, California, United States

Elevated to manage a high contact call center handling 1,000 calls daily and producing $6M in revenue per quarter, l led and developed a 20-person team providing customer service, order fulfillment, and sales support. I also served as Department Project Lead on the design and implementation of new sales initiatives. • Implemented E-Commerce and E-Business support and promotions into Customer Service • Dramatically improved order fill rate from 49% to 95% by partnering with Distribution and Manufacturing to monitor customer requests, ensure proper issue escalation, and provide accurate reporting on customer behaviors to forecast stock • Elevated overall customer satisfaction 30% by designing and implementing a phone monitoring program • Led the closure and transition of a Canadian Customer Service Department into Foster City Customer Service Team

Senior Coordinator, Order Administration

Applied Biosystems · Foster City, California, United States

Quickly promoted to a senior-level position, I administered daily operations and supervised a staff of 12. As Project Lead, I helped Marketing develop new product up-selling programs targeting public, private, and government laboratories.