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Hire BrianBrian Walby
Verified Expert in Management Consulting
Management Consulting Expert
Bloomfield Hills, MI, United States
Toptal member since February 24, 2022
Expertise
Bio
Brian has 20 years of experience in management consulting, AI, and software as a service. He's scaled customer success teams ranging from five to 300 and has led teams to two PE or VC-backed acquisitions. He's transformed service models, sales and GTM, pricing, professional competencies, and new employee onboarding. He holds a bachelor's and a master of science in mechanical engineering from the University of Michigan and an MBA from the Kellogg School of Management at Northwestern University.
Career Highlights
Manager of Marketing Strategy
Deloitte Legal International
Education Highlights
Master's Degree
Northwestern University
Master's Degree
University of Michigan
Bachelor's Degree
University of Michigan
Case Studies
Transforming Customer Success Organization and Impact KPIs
Customer SuccessChange ManagementSoftware as a Service (SaaS)Customer SupportEmployee Engagement
Quantifying the Program Return on Investment of a Media Measurement Program
Change ManagementAnalyticsMarketing Mix
Proactive Governance and Change Management of Analytics Programs with Major Insurance Provider
Change ManagementCustomer SuccessCustomer ServiceAnalyticsMedia
Expertise
- Customer Segmentation
- Customer Success
- Customer Support
- Marketing Analytics
- Marketing Mix
- Marketing Strategy
- Pricing
- Software as a Service (SaaS)
Work Experience
Vice President | Consulting Services
2019 - 2022
Neustar
- Drove multiple initiatives transforming customer experience, staffing, and operations. Focused on process standardization, efficiency, throughput, and talent development.
- Increased customer satisfaction and net promoter score by 24% with three years in a row of increases. Improved customer retention three points, enhanced employee throughput 21% and employee retention two points, and reduced time to deliver by 21%.
- Gained executive buy-in to the business case for the staffing model transformation that improved the quality of technical staff, streamlined processes, improved the client experience, and reduced labor costs by over $2 million.
- Scaled business protocols and standards to improve the training of 120 team members delivering technical solutions. Managed training rollout and standardization.
- Managed a right-sized program team, aligning team members with products suited to skillsets. Transformed the team’s internal reputation to change manager SMEs while increasing efficiency by 40%.
- Implemented a new hire onboarding strategy and execution for over 80 new hires from day one to month 15.
- Implemented first addressable TV measurement (A-B test) capability and quantifying efficient acquisition compared with linear TV. The agency implemented a frequency cap for $10 million savings.
- Led auto practice retaining 100% of revenue from 2017 to the present. $15 million annually.
- Advised the largest measurement contract in firm history from a major retailer, recognized by senior leaders as the deal of the year award in 2020 for solution selling, and phased execution plan.
- Managed a cross-functional team of more than 15 people to migrate a customer portfolio to a new media mix model software. It resulted in improved client adoption and minimized business risk.
Focus areas: Change Management, Customer Success, Customer Service, Customer Support, Employee Engagement
Group Director Consulting Services
2013 - 2019
Neustar
- Hired to provide on-site support to a major account. Received two promotions to scale teams, expanded footprint, standardized processes, and secured new business. Book grew from $1.5 million to $15 million.
- Clients increased from one to seven. The product portfolio expanded from one to six across 20 and more projects. The team had five direct, 12 indirect, and 70 dotted lines.
- Expanded book five times faster than company’s growth over five years with 100% customer retention and over $7 million in organic growth due to high customer satisfaction and employee retention.
- Succeeded in adopting the media mix modeling data science program by large automotive OEM by demonstrating how models worked and how the program provided the desired analytics and insight.
- Won over stakeholders in finance, marketing, and analytics, adding credibility to the company’s automotive industry analytics products. Added global markets and solutions progressively.
- Co-wrote a white paper with an automotive client and Forrester, documenting more than $50 million in efficiency improvements from attribution publisher optimization.
- Co-authored a white paper with a major insurance client on keys to unlocking complementary value from media mix modeling and A-B testing. Retained client and increased over $1 million in footprint.
- Managed cross-functional teams of 70 data scientists, data processors, data translators, solutions specialists, project managers, and more to deliver client projects.
Focus areas: Analytics, Customer Success, Marketing Mix
Manager of Marketing Strategy
2011 - 2013
Deloitte Legal International
- Hired into a global strategy consulting firm to deliver marketing and pricing strategy with analytically informed decision making. Moved from individual contributor to leading project teams of three to five.
- Developed pricing capability assessment and over $100 million profit opportunity for a major outerwear lifestyle brand. Influenced price, assortment, and media mix.
- Doubled growth rates by mapping the consumer buying process, segmenting, and prioritizing customer groups with a marketing strategy for an industrial conglomerate and pharmaceutical manufacturer.
- Validated the potential of over a billion-dollar disease franchise for a large pharmaceutical manufacturer. Launched and facilitated client war game workshops to identify a competitive strategy and reaction plans.
Focus areas: Pricing, Marketing Strategy
Director and Consulting
2006 - 2009
J.D. Power
- Promoted twice due to increasing major automotive OEM client’s scope during the global financial crisis. The mandate included standardizing and streamlining processes to improve scale for new hires.
- Advised clients to use data to make decisions within the automotive point of sale analytic group. Book of business of $5 million and a team of 2 direct.
- Retained Fortune 15 OEMs business and expanded advisor analytics by $0.8 million per year.
- Streamlined processes and implemented best practices to reduce new hire onboarding time by 80%.
- Improved incentive spending report by adding granularity and insight. Used today by 90% of the auto industry.
Focus areas: Pricing, Analytics, Data Analytics, Marketing Strategy
Education
2009 - 2011
Master's Degree in Strategy and Marketing
Northwestern University - Evanston, IL, USA
2003 - 2004
Master's Degree in Mechanical Engineering
University of Michigan - Ann Arbor, MI, USA
1999 - 2003
Bachelor's Degree in Mechanical Engineering
University of Michigan - Ann Arbor, MI, USA
Skills
Finance
Pricing, Mergers & Acquisitions (M&A)
Other
Marketing Mix, Software as a Service (SaaS), Customer Success, Marketing Analytics, Analytics, Customer Segmentation, Operations Management, Change Management, Negotiation, Employee Engagement, Customer Service, Data Analytics, Media, Marketing Strategy, Customer Support, Business Development
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