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Work Background
KXHead of Customer Marketing
Nov. 2024
TwilioSenior Customer Marketing Consultant
Aug. 2023 - Nov. 2024
WalkMe™Head of Customer Marketing and Storytelling
Jan. 2022 - May. 2023Developed and executed a clear strategy and set goals for customer advocacy, engagement, and marketing programs, and provided regular performance reporting to measure success against established objectives
Established strong, strategic relationships with key customer advocates to drive company initiatives ranging from public relations and demand generation to value selling
Collaborated with key internal stakeholders to ensure alignment on roles and responsibilities in fostering engagement with the customer ecosystem
Implemented a programmatic approach to review solicitation and boosted online customer reviews by 50% in the first half-year, resulting in a total increase of 200% over the preceding decade
Directed a cross-functional team of 6 through the process of implementing a systematic approach to tacking customer advocates and search protocol across Global Sales and Customer Success organizations, as well as created the corresponding enablement documentation and plan
Crafted marketing material and content in a consistent tone and brand voice.
Spiral Brewery LLCMember Board of Directors
Aug. 2021Hastings, Minnesota, United States
CouchbaseHead of Global Customer Marketing
Oct. 2019 - Jan. 2022Implemented a comprehensive customer listening strategy, incorporating key metrics such as Net Promoter Score (NPS), Customer Satisfaction Transactional Surveys (CSAT), and Product Satisfaction (PSAT) to gain valuable insights and drive continuous improvement
Led a sales and product management teams to plan and successfully execute customer and partner advisory board sessions, fostering open communication and gathering valuable feedback
Overhauled the case study process, and increased outputs per engagement by 5X Managed a team of 9 through the process of defining user experience while launching a global user community charged with enhancing brand awareness, affinity, and advocacy; through fostering engagement and increasing product knowledge via training and certification
Oversaw the implementation of two customer reference technologies, enabling internal teams to find the right story or storyteller for their prospect leading to over 200k in influenced revenue within the first month
Increased online reviews by 3X within six months by strategically activating customer advocates
Protimoi Holdings, LLCPrincipal Consultant
Dec. 2017 - Oct. 2019Greater Minneapolis-St. Paul Area● Lead a team of 7 of Senior Executive stakeholders, to design an advocacy program aligned with the client company’s priorities and objectives
● Partnered with regional leadership teams to create a customer listening program, resulting in better customer relationships and a pipeline for advocate recruitment
● Increased advocacy program membership by 50% within 6 months, through increased program awareness and in partnership with Senior Executives ● Built a scorecard for monitoring advocacy program membership, success metrics, and customer benefits delivered
Ironbound Studios MinnesotaMember, Board Of Directors
Feb. 2016
Epicor SoftwareManager, Global Customer Reference Program
Jul. 2015 - Oct. 2017● Drove $35M in new annual revenue, by implementing a standardized customer reference nomination and search protocol across a Global Sales organization ● Led a team of 10 of key stakeholders, including executive sponsors, department leaders, and end users that increased program credibility, collect crucial feedback and maintain scheduled deadlines
● Grew customer reference program by 200% in 2 years. Raised membership total rose to 30% of customer base by identifying areas of potential growth, including new industries geographies, and product sets ● Doubled online reviews within 1 year by activating consumer advocates
Epicor SoftwareManager, Customer Reference Program - Americas
Jul. 2013 - Jul. 2015● Increased response rate by 20% to customer satisfaction survey by simplifying the process
● Coordinated 5 staff that capture consumer and business success stories that aligned with global marketing and sales initiatives
● Directed Social Media team in increasing content deliverables from customer success stories, which expanded the visibility of case study content on digital marketing platforms such as Facebook, Twitter, YouTube, and blogs
● Created 2x more content by deepening client relationships with customers at all levels of an organization reform field marketing tactics and target publications that align with marketing department goals
Response StrategiesPresident
Jul. 2010 - Jul. 2013● Co-founded a corporate and political communication and marketing agency, assisting 12 clients with focused and innovative branded strategies to engage, inform and activate supporters and consumers
● Collaborated with clients to collect and identify perfect omnichannel communications. Analyzed client social analytics to identify idea influencers, experts and advocates who can further the clients’ agenda
● Directed 5 business partners in development efforts, new client research, and sales pitches
ION CorporationDirector of Marketing
Feb. 2008 - Jul. 2010● Assessed corporate marketing plan, and developed and oversaw the implementation of a new development department that aligned with company growth and vision
● Increased in corporate revenue by 50% over 2 years, through market research to identify areas of potential growth for key product sets; made final recommendations to CEO and oversaw implementation of new strategy ● Grew customer base by 25%, by constructing and implementing a new corporate sales and content marketing strategy, creating a cohesive brand identity across all marketing collateral, and internal and external communications
FLS ConnectSenior Account Manager
Jan. 2004 - Jul. 2008● Served as a senior marketing consultant to 3 Fortune 500 companies, 8 major trade associations, and 3 professional sports teams and political campaigns, while increasing division’s revenue by 200% ● Devised upstream communications programs, analyzed results, and constructed downstream messaging strategies to increase public engagement, including calls to action, voting and public hearing attendance, as well as purchasing intent
● Assumed direct responsibility for training two new account managers on corporate procedures for constructing a project from start to finish
● Created and implemented a new training manual for 3 annual new employees within the division. Work resulted in decreased onboarding time and increased productivity and profitability
Minnesota Film and Television BoardIntern
Jan. 2003 - May. 2003Assisted staff members in overall daily operations of the organization, primary responsibility was feasibility research for possible Film Board opportunities and prospective programs. Aided in the assembly of an informational packet for the Minnesota Legislature, which provided information about the positive economic impact the Film Board has had on the state.
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