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Work Background
CiscoProgram Manager, Customer Experience, Transformation Programs
Oct. 2023 - Apr. 2024Grinnell, Iowa, United StatesDrove collaboration across a workforce of over 1600 employees to develop customer listening programs: recommending strategy and best practices, and creating processes for refining customer engagement strategies, ensuring alignment with evolving customer objectives. Developed program templates for Success Circles and Customer Council to help Customer Success and other internal stakeholders scale customer conversations.
TalkdeskDirector of Customer Marketing
Jan. 2023 - Oct. 2023Grinnell, Iowa, United StatesCurrently lead a dynamic team, including agency partners, to orchestrate customer advocacy, retention, and community initiatives. My focus is on harnessing insights to optimize our global reference program, customer review campaigns, and customer story development efforts. My role centers around refining internal processes for tracking and managing advocacy-related activities, enhancing the overall experience for participants while ensuring data accuracy and strategic alignment.
TalkdeskSenior Customer Marketing Manager
Oct. 2021 - Jan. 2023Led a team dedicated to fostering customer retention and expansion within Talkdesk, including community administration, customer engagement tactics, customer communication strategies . Collaborated with cross-functional partners from Product, Customer Success, and Marketing, to develop a global expansion campaign framework, piloting the first two campaigns to refine processes and evaluate outcomes.
TalkdeskCustomer Marketing Manager
Oct. 2020 - Oct. 2021Helped lead transformative initiatives that directly impacted customer engagement and retention, including the launch of the Talkdesk Community on Salesforce Engagement Cloud platform. Supported the launch of the Talkdesk Research program (which drove customer-centric strategy) by organizing bi-annual meetings for customer and industry boards, injecting real-world insights into Talkdesk's operational decisions.
Statera Insights Lead Consultant
Mar. 2020 - Oct. 2020Grinnell, Iowa, United StatesConsulting generalist, responsible for engagement-specific research, interviews, and strategy recommendations as well as resource development for program optimization. Skilled in account based marketing, sales enablement, community management. Deep understanding of learning and development industry and B2B tech. Statera Insights is committed to pay it forward to non-for profits that support diversity and equality.
SumTotal Systems, LLCAccount Based Marketing Manager
Dec. 2018 - Feb. 2020RemoteWork with team to re-imagine ABM at SumTotal. Map out new framework for account based within the organization. Expand scope and operationalize ABM strategies for Customer Success programs. Strategize with sales in pursuit of major accounts and improved account penetration through 1:1 and 1:Few marketing activities. Design and implement enablement program for sales, channels, and customer success to ensure full alignment on ABM campaigns and resources.
SumTotal Systems, LLCField Marketing Manager
Oct. 2016 - Dec. 2018RemoteLaunched pilot ABM program for 20 accounts across the Skillsoft and SumTotal lines of business. Coordinated plans for account-specific engagement as per sales motion and input from multiple functions across the organization. Launched field marketing program for SumTotal. Built upon lessons learned from pilot to build framework for ABM-centric Field Marketing program. Partnered with sales, sales enablement, business strategy, customer success, professional services, operations, and multiple other functions to develop and execute sales plays and targeted campaigns across product lines.
SumTotal Systems, LLCGlobal Community Engagement Manager
Dec. 2013 - May. 2017RemoteCommunity management, include monitoring and basic site design. Develop and communicate policies and procedures for administration of community. Content generation. Develop strategy for growth, increased usability, improved customer satisfaction, etc.
SumTotal SystemsProposal Writer
Jan. 2011 - Dec. 2013RemoteManaged request-for-proposal and security questionnaire responses for over 150 sales staff and account managers. Worked closely with subject matter experts from over fifteen different departments, including information security, information technology, hosting, professional services, development, quality assurance, and customer support to ensure information is accurate.
GeoLearningProposal Writer
Oct. 2006 - Jan. 2011
Iowa Department of Economic DevelopmentProject Intern
May. 2005 - Mar. 2006Des Moines, IowaCreated marketing plan for Biosciences Alliance of Iowa (BAI) based on board member goals to create grassroots support for funding of a statewide commercialization entity (Iowa Legislature funded $6.9 million for FY08).Developed media strategy and marketing materials for BAI member use. Provided continuing consultation for BAI marketing plan and materials to the Iowa Department of Economic Development Special Projects coordinator.
The Environmental ProjectProject Intern
May. 2005 - Aug. 2005Des Moines, IowaConducted market research for Earthpark program development. Conducted subject research for and collaborated on op-ed “Making the Case for Science Literacy published in Des Moines Register July 2005.
Iowa State UniversityCourse Instructor
Aug. 2004 - May. 2006Ames, IowaTaught one to two sections, each averaging 27 students, per semester. Responsible for developing syllabi and implementing lesson plans based on departmental goals for written, oral, visual, and electronic rhetorical competencies. Guided student development, evaluated and graded student performance, and held individual conferences with students.
SelfFreelance Consultant
Jan. 2001 - Dec. 2004Created brand identity, marketing plan, and accompanying materials for Guttenberg River Inn. Created conference work plan template and identified target audience/partners for the Iowa Biotechnology Association Annual Conference. Provided conference planning guidance to Iowa/Nebraska Primary Care Association staff, including developing marketing materials for conference attendees and potential sponsors and managing applications for continuing medical education credits. Increased sponsorship dollars 24% from previous year.
State Public Policy GroupProgram Director
Jan. 1999 - Dec. 2001Supported the operation and administration of organizations, including: implemented goals and objectives, managed budgets, ensured up-to-date communication, and oversaw design, marketing, and delivery of programs, products, and services for numerous clients, including Iowa Chamber of Commerce Executives, Iowa Association of Rural Health Clinics, and Iowa Rural Health Association. Supported public affairs campaigns by recruiting supportive constituency groups at the grassroots level, developing methods for mobilizing support for clients’ goals, and generating educational materials reinforcing the goals of the campaign. Proposal and grant writing.
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