C. Steven Malliard

About C. Steven Malliard

A senior-level professional with over 20 years of experience in customer relationship…

Experience

1. Director of Client Services Crm Practice Director

   iPipeline

   Aug 2012 — Present · Exton, PA, US

   A CRM & Digital Experience thought leader responsible for the operations of the CRM practice at iPipeline. As the Practice Director I understand the CRM strategies and tactics that increase top-line sales, grow customer value and know how to design, transform, optimize and deliver across integrated cross channels. I engage and influence C-level executives in the marketing/sales and technology roles to position and drive crm and digital initiatives.Responsibilities include:• Cultivate deep product and CRM knowledge and define the “best practices” in digital engagement and CRM strategy enablement.• Position and articulate CRM & Digital Services and Platform offerings to client with a keen focus on MS Dynamics CRM and Salesforce.com technology.• Understand technology and vertical platforms in order to strategize & craft solutions (along with pre-sales teams) to match customer needs. • Participate in sales opportunities identified by sales directors to ensure that the right approach to the business objectives is presented.• Scope projects and ensure proposals are complete and accurate • Plan service objectives by determining requirements, required resources, costs and service measurements. • Manage individual and team budgets• Evaluate and provide formal and informal coaching and feedback to team members, including annual evaluations • Establish and negotiate subcontracting resources

Education

• University of Pittsburgh Joseph M. Katz Graduate School of Business

  Master's Certificate, Project Management

  2002 — 2002

• Westminster College (PA)

  Bachelor of Arts, Business Administration

  1993 — 1997

• Argosy University Chicago

  Master of Business Administration (M.B.A.), Marketing

  2008 — 2009

Skills

• Database Marketing
• Marketing Roi
• Mobile Marketing
• Outbound Marketing
• Strategy
• E-Commerce
• Customer Insight
• Customer Experience
• B2c Marketing
• Unica
• Email Marketing
• Analytics
• Customer Loyalty
• Project Management
• Ecrm
• Loyalty Program Development
• Segmentation Strategies
• Inbound Marketing
• Leadership
• Credit Card Loyalty Programs
• Brand Loyalty
• B2b Marketing
• Direct Marketing
• Display Media
• Profitability Analysis
• Online Advertising
• A/B Testing
• Customer Lifecycle Management
• Social Marketing
• Customer Engagement
• Customer Research
• Web Analytics
• Program Management
• Digital Marketing
• Management
• Crm
• Customer Acquisition
• Customer Lifetime Value
• Sem
• Multi-Channel Marketing