Mar 2022 – Nov 2024 · 2 yrs 8 mos

• Trailblazing CS Scale and Experience Programs across the Customer Lifecycle defining the approach
• Specializing in driving platform adoption and enhancing customer retention
• Increased adoption rates through innovative programs and strategies
• Ensure programs align with the overall business strategy by mapping desired outcomes to business metric goals
• Created the first Pooled Customer Success model, supporting a growing percentage of business with a GRR on par with the rest of the organization
• Actively participate in webinars, conferences, and industry podcasts to stay abreast of the latest trends and share insights
• Scale programs that span 1:many, 1:few, and Digital-Led motions supporting all customer segments from pooled through top 10 customers
• Using In-App, Email, Community, Events, Pooled CS Teams, Cohort Programs
• CX channels, insights and advocacy programs (Surveys, Analytics, Reference + Advocacy Management)

Mar 2020 – Apr 2022 · 2 yrs 1 mo

Apr 2019 – Mar 2020 · 11 mos

Feb 2018 – Mar 2019 · 1 yr 1 mo

Sep 2017 – Jan 2018 · 4 mos

Jun 2014 – Sep 2017 · 3 yrs 3 mos · Austin, Texas

Dec 2012 – May 2014 · 1 yr 5 mos · Austin, Texas

• Develop strategic marketing plan for Q1 and Q2 2013
• Manage marketing production timeline
• Create social media response processes
• Develop and implement monthly social media analytic reporting to increase ROI

Jun 2011 – Jan 2012 · 7 mos · Sterling, VA

• Developed social media strategy and execution tactics for 6 products in the Enterprise Services Division that drove traffic to the website and other marketing and sales assets.
• Established an industry first Twitter chat for new TLDs.
• Developed social media guidelines for sales team to leverage
• Developed streamlined social media reporting on engagement of the community.
• Built and managed blog calendar to develop thought leadership across product teams.
• Increased customer advocacy on social media from 0 to an average of 5 per month through community building.

May 2008 – Jun 2011 · 3 yrs 1 mo

• Increase online presence of the organization through link sharing, blogging and integrating social plug-ins by designing, recommending, implementing and managing online endeavors on social networks, including Facebok, Twitter, YouTube, Flickr, LinkedIn, and the organization website
• Increasing online presence of the organization’s Facebook page from fewer than five interactions a month to over three hundred
• Calculate monthly spend on applications and inquiries through Social Networks
• Create and mange online content for the organizations website including featured homepage stories

Jan 2007 – Jan 2007 · 0 mo

• Coordinated summer festivals & events such as: Summer of Fun Explorer Give-Away, Wine & Jazz Festival at Faust Park, Forest Park Balloon Race, Clayton Art Fair, St. Louis Blues home opener, and KMOX Holiday Radio Show at the Rep Theater
• Created, wrote, and placed copy for on-air promotions and various advertising

Nov 2004 – May 2008 · 3 yrs 6 mos

• Organized the day-to-day aspects of the Sports Program including promoting programs, coordinating practice times and game times, maintaining website and working public relations with coaches and parents as well as running game day events
• Proofed quarterly brochure