ROBERT T. RICKER

OVERVIEW

KEY SKILL SUMMARY

PROFESSIONAL EXPERIENCE

Sr. Interactive/Communications Project Manager

Recruited by Las Colinas based agency, Targetbase, to provide interactive communications project management to the creative, technology and analytics departments for online communication projects (web/email.)

• Provide ongoing project management for several interactive website and social media projects and numerous email marketing campaigns.
• Contribute to strategy and usability solutions across various client initiatives.
• Collaborate with Technology, Analytics and Creative Directors on improving email communication production processes to minimize redundant work as well as errors.
• Service new and existing accounts while maintaining the client/company relationship.
• Lead discovery and requirements gathering meetings at project kickoff.
• Recommended and implemented the use of Basecamp throughout the organization to improve cross-competency communications and track creative projects.
• Trained Creative, Technology and Client Service staff across two divisions on using Basecamp.
• Direct custom development and creative departments in project deliverables and deadlines.

Senior Account Executive

Web Development Project Manager

Hired by Ariamedia to serve as their Web Development Project Manager to oversee custom development and creative projects, act as primary point of client contact and provide product training for clients.

• Develop and conduct prospective client presentations of the company’s capabilities, products and
  services.
• Manage the relationship with existing clients to uncover new business opportunities.
• Write estimates and proposals based on client business needs and requirements.
• Service new and existing accounts while maintaining the client/company relationship.
• Manage the prioritization of client project milestones, service issues.
• Lead discovery and requirements gathering meetings at project kickoff.
• Supervise Project Coordinator and Business Analyst.
• Direct custom development and creative departments in project deliverables and deadlines.
• Developed and implemented Project Process to ensure quick initiation of projects, increasing client satisfaction and expediting the receipt of 50% down payments for projects.
• Strategically plan and execute multiple projects and service requests, exceeding client expectations and
  maintaining profitability.
• Provide commerce and CMS product training to clients and their internal teams after project launch.

Technical Account Manager

Recruited by Excentus, Inc. to manage day-to-day operations of accounts and act as customer liaison between Excentus and their clients.

• Managed and serviced accounts providing a strong technical relationship.
• Led projects from contract to completion through Product, R&D, QA and Customer Service teams.
• Directed the smooth transition of new customer accounts into a normalized account management process.
• Received and created new orders for software, hardware and custom services for each customer account.
• Collaborated with other Account Managers to plan and conduct periodic customer training classes.
• Developed and maintained Business Plans to achieve renewal & up-sell goals.

Technical Account Manager

Project Manager

Senior Project Coordinator

As the sixth employee of Postfuture, played an integral role in producing growth past the $6,000,000 level, in turn, which led to the acquisition by Harte Hanks in late 2004. Provided technical leadership to a portfolio of Fortune 500 accounts supporting ongoing e-mail-based communication-response programs between the client and its customer base. Accountable for all phases of the client relationship from “on-boarding” through Quality Assurance and Customer Satisfaction.

• Oversaw software development, from establishing the initial strategy, through requirements gathering, planning, scheduling, execution and final reports to client senior management.
• Guided the technical teams in development of custom CRM applications to meet client requirements.
• Managed client relationships while establishing client expectations and producing high levels of customer satisfaction.
• Created and implemented a client training program in the utilization of the company’s proprietary template-based Postpublisher tool. Conducted four day seminars to train staff in the product’s use.

Project Manager (2002 to 2005)

Accountable for sustaining the relationships with major clients and developing e-mail promotional campaigns. Collaborate with Directors of Electronic Marketing and Value Added Resellers.

• Maintained 40 consecutive months of on-time project management, assuring high quality deliverables based on in-depth account needs, analysis and requirements definition.
• Managed the client relationships with Select Comfort, Pizza Hut, Microsoft (multiple business units as well as its agencies), Jenny Craig and Best Buy.
• Interacted with advertising agencies and electronic marketing leaders to determine the electronic integration of major copy or response points into e-mail marketing campaigns.
• Provided technical leadership to the client services team by creating up to 60 e-mail marketing/transactional messaging campaigns weekly.
• Knowledgeable of CAN-SPAM laws and best practices as well as authentication and deliverability issues.

Senior Project Coordinator – Application Development (2001 to 2002)

Recruited from Relate Media to guide the development of the company’s proprietary ASP known as Postpublisher, which allowed client companies to manage content, distribution lists and scheduling, delivering and tracking e-mail marketing campaigns.

• Collaborated with the CTO and Development staff to determine application timelines, requirements and resource allocations.
• Coordinated the development of cross-platform (and browsers) campaigns, assuring proper functionality for tracking clicks-per-page and clicks-per-ad.
• Created procedures for Testing and Quality Assurance for each campaign to assure client satisfaction. Serviced all major accounts – Best Buy, Blockbuster, Jenny Craig and Pizza Hut.

Of Note

• Provided an innovative Flash-based solution in the creation of an online coupon for Blockbuster (named in the Patent Application), suggesting the replacement of an unscannable bitmap technology to a vector-based Flash tool to be used in printing a secure, scannable bar code

Project Manager

Recruited to manage the ongoing development of rich media and web animations via a weekly e-magazine (e-Money Digest) targeting over 200 credit unions nationwide and providing for re-branding opportunities.

• Orchestrated communications between the client and engineering for various needs including tracking views-per-page or specific clicks-per-ad.
• Utilized Macromedia Generator to templatize Flash operations.

Programmer Analyst/ Team Lead

Installation Specialist

One of two Subject Matter Experts concerning Interactive Voice Response (IVR) systems used by the banking industry to accept electronic payments destined for various utilities or other third parties. Expertise included developing cross-platform software interfacing with Novell, NT, AS400, 3270, Unisys and Unix servers.

• Supported a 20-person Customer Service staff which supported existing software and customized the company’s proprietary software to meet individual client needs.
• Oversaw new hire training in the company’s tools, processes and proprietary software used to create specialized interactive voice response systems.
• Assured effective resolution of up to 40 client-based issues daily.

Major Projects

Completed three major customization projects over a two year period, including:

• Created customized programming for a bank-based utility module used to accept and redirect utility payments from the banking account.
• Developed the Award Order Placement product for Anderson Performance Improvement which was used to allocate “reward points” to be redeemed for merchandise or other premium materials.
• Implemented Caller-I.D. verification software for Honor Technologies used to verify identity during credit card activations.

TECHNICAL EXPERTISE