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Hank Hoffmeier

@hankhoffmeier

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Director of Operations at Ziff Davis, where I implemented Kickbot AI to resolve 85% of after-hours chat volume.

United States

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At Ziff Davis, I enabled and trained an AI chatbot and built a library of reply templates that resolves 85% of after-hours chat volume. I also served as primary Project Manager for SOC 2 Type I and Type II attestation.

As Sr. Manager of Client Solutions, I managed a team of account managers, Product Operations Specialists, and content and design experts, developing initiatives to retain $18M MRR. Earlier, I managed a digital content team and integrated iContact with Zapier and PieSync.

At Kelly Services, I acquired 6 of the district office’s top 10 accounts and managed 170+ employees for a Fortune 500 account. I’ve also presented at iContact webinars and industry conferences, contributed to the company blog, and received the Ziff Davis Global Quarterly Achievement Award and iContact Account Management Excellence award.

Experience

Work history, roles, and key accomplishments

Current

Director of Operations

Current

Ziff Davis

Jan 2022 - Present (4 years 9 months)

Led AI and support optimization, achieving 85% resolution of after-hours chat volume. Managed SOC 2 Type I and Type II attestation as primary project manager.

Chatbot Training SOC2 Vendor Security Cross Sell Integration CRM Marketing Operations Data Analysis Thought Leadership

Sr. Manager of Client Solutions

Ziff Davis

Dec 2019 - Dec 2021 (2 years)

Managed a team of account managers, product operations specialists, and content experts. Developed revenue retention and generation initiatives to retain $18M MRR.

Team Management Revenue Retention S.M.A.R.T. Goals Cross Selling Brand Awareness

Strategic Insights Manager

Ziff Davis

Nov 2016 - Dec 2019 (3 years 1 month)

Managed a digital content team delivering social, blog, and HTML assets. Integrated iContact with Zapier and PieSync.

Content Management Social Media Blogging HTML Zapier PieSync

Manager of Strategic Services

Ziff Davis

Mar 2014 - Nov 2016 (2 years 8 months)

Led a team of 20 strategic advisors with revenue and unit retention KPIs of 90% and 98%. Developed a 12-week training plan that reduced turnover and increased retention.

Team Leadership Training Retention Revenue Management

Strategic Advisor / Team Lead

Ziff Davis

Jun 2011 - Feb 2014 (2 years 8 months)

Conducted one-on-one meetings to increase morale and productivity. Strategized with clients on email and social media campaigns and produced blog and vlog content.

Client Strategy Email Marketing Social Media Blogging Vlogging Webinars

Inside Sales Representative

Ziff Davis

Jun 2010 - Jun 2011 (1 year)

Identified profitable prospects and sold enterprise-level services. Assisted with specialized company projects and meetings.

Sales Prospecting Enterprise Sales

Business Development / Sales Manager

Kelly Services

Jan 2005 - Jan 2010 (5 years)

Acquired 6 of the top 10 accounts for the district office and consistently sold accounts with high gross margins. Secured 50% term agreements for managed clients.

Business Development Sales Account Management Gross Margin

On-Site Coordinator / Staffing Manager

Kelly Services

Jan 2001 - Jan 2005 (4 years)

Managed 170+ employees for a Fortune 500 account and reduced overtime spend by 30%. Championed a third-shift crew to reduce injuries and meet client needs.

Staffing Employee Management Overtime Reduction Client Relations