SS&C Blue PrismDirector, Global Customer Marketing & Community
Sep. 2019 - Jul. 2022London, England, United KingdomMy team's mission is to own the strategy and execution of Blue Prism's Global Customer Marketing & Community. I have had the pleasure to build and grow this team from the ground up, from being an individual contributor myself in 2018 to now leading a team of 8 outstanding individuals. > Community
The Blue Prism Community is our way of bringing our customers, partners, employees and business together, through online discussions, blogs, events and challenges. Activities include:
- Ownership of the Blue Prism Community platform and strategy
- Overseeing the execution of our award-winning community engagement programs, including our hackathons, MVP program, and product idation. Measurable impact and achievements include:
- Impact on NPS
- Increase in product adoption
- Support deflection costs
- Winning multiple industry awards > Engagement Programs Programs that engage customers during moments of truth across the mapped stages of the customer lifecycle. They are designed to orchestrate a deliberate and consistent experience that enables the Customer For Life outcome. Activities include:
- Journey & tech-touch orchestration (Gainsight)
- Customer journey mapping
- Engagement programs and activities around: lifecycle, onboarding, new release & product upgrade and service offerings
- Product adoption and onboarding
- Digital customer experience
- Customer communications (Marketo)
- User research panel management (Qualtrics) > Reference Programs
Programs that bring our customer’s successes and thought-leadership to the market through compelling, competitive-differentiating customer references, stories and related assets. Activities include:
- Customer reference program (Gainsight)
- Customer awards (Award Force)
- Customer speakers and public references - Customer video and webinars
- Customer Success Stories
- Covid-19 response program references
- Peer Reviews management (G2 Crowd and Gartner Peer Insights)
- Sales enablement & support