Eileen Gates's Email Addresses & Phone Numbers

📖 Summary

Executive Search and Talent Acquisition Consultant @ Greene Resources, Inc. Managed numerous talent acquisition engagements with firms primarily local to the Raleigh/Durham/Chapel Hill region. This included standalone executive recruitment needs as well as strategic talent acquisition planning and execution. Noteworthy clients included ChannelAdvisor, Cree Inc., RTI, NC Board of Pharmacy, Global Knowledge, and Carquest (now Advance Auto). From June 2003 to July 2007 (4 years 2 months) Director of Publisher Accounts @ VitalSource Following success in directly managing the largest academic publisher accounts and in representing the needs of publishers for ongoing product development and migration from the Coursesmart platform to VitalSource, assumed responsibility for the team of Customer Success Managers charged with the ongoing nurturing, care, feeding and growth of all of VitalSource’s publisher business in the Americas. From October 2015 to March 2016 (6 months) RaleighIndependent Consulting / Sabbatical @ Freelance VP / Sr. Director, Customer Success @ VitalSource Directed the transition of a transactional customer operations department into a high functioning customer success organization which included teams organized by customer segment, centralized onboarding, implementation, customer experience, program management, and operations teams. Implemented process and system improvements, streamlining execution and minimizing time to onboard net new customers as well as new engagements with existing customers, resulting in greater visibility and transparency into onboarding engagements for internal and external stakeholders. Utilized Salesforce and Jira as key components of success as well as the application of a more seamless, templated approach to customer onboarding and management. Established key metrics by segment as well as the appropriate cadence for tracking to ensure real time understanding of both overall segment and individual customer health. Collaborated with sales, product, marketing, and finance leadership to bring greater cohesion and clearer delineation between roles and responsibilities, ensuring overall customer health and success. Realized improvements to capacity and resource planning based on sales pipelines; improved product-oriented communications to internal groups and customers; reduced and improved processes around customer payables and receivables; achieved greater alignment around the overall customer journey and experience.Partnered with learning and development to design a project management fundamentals course initially launched as a customer success pilot but ultimately offered to ICG as a whole.Selected to participate as a mentor in ICG’s pilot mentoring program designed to connect leaders and individual contributors throughout ICG business units. From March 2016 to October 2019 (3 years 8 months) Raleigh-Durham, North Carolina AreaProject Manager / Business Analyst @ VitalSource Guided integration of the largest digital course materials catalog and launch of the VitalSource faculty sampling portal, fueling both B2B and B2C sales globally, following acquisition of VitalSource’s primary competitor, Couresmart. Managed all publisher engagement, timeline considerations, product demos to internal and external stakeholders, as well as creation of training and enablement materials. From January 2015 to October 2015 (10 months) Raleigh-Durham, North Carolina AreaPublisher Account Manager @ VitalSource Drove incremental growth from leading academic publishers globally, including Pearson, McGraw-Hill and Macmillan, representing over $5M in annual revenue. Closed and managed technology integration and content development opportunity with a leading medical publisher resulting in the delivery of an integrated, interactive nursing courseware solution.Developed interactive learning engines and ePUB3 etextbooks, integrated VitalSource Bookshelf into the online environment, and integrated course materials into a 3rd party nursing test prep platform, resulting in a first full year revenue increase of 50%. Led and managed conversations around platform integration capabilities, through both VST platform APIs as well as LTI standards. Created product collateral and enablement materials in the absence of a formal marketing function within the company. From October 2011 to December 2014 (3 years 3 months) Raleigh-Durham, North Carolina AreaGlobal Recruiting Manager @ ChannelAdvisor Corp. Joined the company full time following management of a consulting engagement through Greene Resources. Propelled recruitment activities and initiatives globally across all departments. Established recruiting processes, advertising programs, events and relationships with external recruitment partners. Represented ChannelAdvisor to the media, networking, and professional associations with respect to hiring activities. Served as lead stakeholder in the development of a comprehensive employee onboarding program. Initiated planning for utilization of social media platforms to supplement traditional recruiting. Drafted all recruiting-related communications and advertisements for multiple audiences. Managed recruiting budget and all associated expenses. Evaluated and implemented applicant tracking system as well as peripheral software applications. From July 2007 to October 2011 (4 years 4 months)