Summary
Overview
Work History
Education
Skills
Timeline
Generic

SYED NIHAD AFNAN

Lead Client Activation Manager
Bangalore

Summary

Lead Client Activation Manager with 6 years of experience, currently working at Epsilon, Publicis Groupe company, a global marketing leader. Expert in client integrations, leading cross-team stakeholders to drive integrations and provide product and technical solutions to achieve client business goals. Skilled in conducting meetings with clients, agencies, and partners to ensure smooth and timely integrations and onboarding.

Overview

7
7
years of professional experience
3
3
years of post-secondary education

Work History

LEAD CLIENT ACTIVATION MANAGER

Epsilon
03.2023 - Current
  • Lead by example, fostering excellence within the team and ensuring quality by providing frequent feedback, driving incremental improvements, and encouraging the team to challenge the status quo
  • Serve as an escalation point for internal and external clients
  • Communicate high-level concepts with appropriate detail, distilling issues into key challenges and their impact
  • Create and manage team priorities, determining the need for meetings
  • Evaluate and strategize the impact of providing various products, customizations, and support to multiple clients
  • Deliver high-level presentations internally and externally to diverse audiences
  • Consult with technical and non-technical teams, engaging in high-level conversations with directors and above, while identifying opportunities for overall growth
  • Manage and mentor a pod, driving the adoption of best practices and overall team impact
  • Develop and execute a succession plan for the team and represent the Client Activation team across departments
  • Prioritize and manage high-impact goals for the team, coaching pod members on outlining and achieving yearly goals
  • Take ownership of high-impact goals that directly influence the overall organizational strategy
  • Create new solutions or efficiencies that benefit multiple clients or the team
  • Evaluate the level of effort and benefits required to deliver solutions to problems
  • Develop requirements, designs, and oversee project delivery, prioritizing based on effort and impact.

CLIENT ACTIVATION MANAGER

Epsilon
09.2021 - 03.2023
  • Managed multiple clients and cross-functional teams, ensuring consistent and successful delivery
  • Acted as a liaison between teams, effectively communicating unique business issues requiring special attention during the client integration process
  • Conducted research to understand clients' business and goals, facilitating efficient integration and resource allocation
  • Collaborated with the development team to create technical and business documentation for successful solution implementation by clients
  • Owned and managed all integrations, including enterprises, agencies, and third-party vendors
  • Demonstrated expertise in understanding each client's unique requirements, such as lead generation, cross-device tracking, and call tracking (PPC)
  • Created case studies and effectively explained the benefits of our products and technical aspects to non-technical audiences during the integration process
  • Ensured integration stayed on track, meeting SLAs and deadlines through regular follow-ups with clients
  • Collaborated with the development team to create tracking solutions for clients, using platforms like Shopify, Magento, WooCommerce, or custom/proprietary systems
  • Engaged with cross-functional teams, both internal and external, including client-side, third-party vendors, and external developers
  • Conducted QA and testing on all client integrations and tickets to ensure accurate tracking of actions, signing off on client integration and onboarding
  • Continually improved best practices and provided recommendations to ensure all accounts met maximum quality setup standards before program activation
  • Fostered collaboration with engineering, product, sales, tech, legal, and finance teams, maintaining knowledge and documentation of in-house products
  • Collaborated with finance and legal teams to provide clients with accurate contact details and setup invoices, including integration fees, deposits, and other services
  • Demonstrated expertise in processes, client-facing and internal documentation
  • Effectively communicated technical issues to non-technical audiences
  • Provided monthly and quarterly reporting and business reviews to executive leadership.

SENIOR NETWORK QUALITY SPECIALIST

Epsilon
03.2020 - 09.2021
  • Independently managed the Network Quality team from the Bangalore office
  • Acted against fraudulent participants in the network, including advertisers and publishers, through removal from the program or termination, issuing warnings as necessary
  • Conducted thorough and detail-oriented investigations for issues reported by advertisers regarding affiliated publishers
  • Developed new templates for publisher responses to streamline communication and reduce back-and-forth conversations regarding violations
  • Monitored clients for adherence to company privacy and confidentiality policies
  • Identified undisclosed, non-compliant third-party traffic sources or adware through monitoring publisher traffic
  • Utilized reports, tools, and third-party technology to proactively identify publisher compliance issues
  • Point of contact for Learning and development initiative for Bangalore office.

NETWORK QUALITY SPECIALIST

Epsilon
10.2018 - 03.2020
  • Proactively monitored content on publisher sites to ensure accuracy
  • Monitored paid search campaigns for trademark bidding or broad match activity
  • Enforced the code of conduct and publisher service agreement, including identifying fraud such as forced clicks, cookie stuffing, and identity fraud
  • Reviewed publisher commission payouts monthly to ensure legitimate sales/leads
  • Tested publisher toolbar/browser extensions used in promoting advertisers to ensure compliance with CJ's software policy
  • Investigated issues reported by internal teams on behalf of managed network participants
  • Served as a go-to individual for the client development team for network or program compliance issues with publishers
  • Collaborated extensively with the client development team in Bangalore to resolve multiple publisher violations.

PROGRAM COMPLIANCE SPECIALIST

Epsilon
09.2017 - 10.2018
  • Ensured compliance and enforced regulations on publishers affiliated with managed financial clients
  • Monitored compliance on publisher sites on behalf of major financial clients such as Amex, CITI, Bank of America, and Discover
  • Conducted manual and automated audits of publisher websites to ensure accuracy of credit card details and compliance with terms and conditions
  • Regulated compliance on paid search campaigns, monitoring trademark bidding and broad match violations
  • Collaborated with client development and publisher development teams to rectify observed violations and issue warnings to publishers.

Education

Bachelor of Computer Applications - Computer Science

SBRR Mahajana First Grade College, University of Mysore
Mysore
05.2013 - 06.2016

Skills

Project Management

undefined

Timeline

LEAD CLIENT ACTIVATION MANAGER

Epsilon
03.2023 - Current

CLIENT ACTIVATION MANAGER

Epsilon
09.2021 - 03.2023

SENIOR NETWORK QUALITY SPECIALIST

Epsilon
03.2020 - 09.2021

NETWORK QUALITY SPECIALIST

Epsilon
10.2018 - 03.2020

PROGRAM COMPLIANCE SPECIALIST

Epsilon
09.2017 - 10.2018

Bachelor of Computer Applications - Computer Science

SBRR Mahajana First Grade College, University of Mysore
05.2013 - 06.2016

Similar Profiles

CREATE PROFILE
SYED NIHAD AFNANLead Client Activation Manager