Strategic, customer-focused marketing communications leader with deep expertise in driving personalized lifecycle strategies, servicing communications, and engagement across healthcare, manufacturing, financial services, and SaaS enterprise environments. Skilled at building programs that improve customer readiness while strengthening alignment across Product, Sales, and Customer Success. Recognized for turning complex information and insights into clear, actionable content that improves customer understanding and accelerates adoption. Known for developing communications that support onboarding, adoption, expansion, and retention by identifying friction points and using data and insights to guide strategy.
KEY HIGHLIGHTS
• Drove a high-performing team at Infor to improve year-over-year (YoY) engagement 25% by aligning customer communications with the SaaS technology lifecycle buying journey.
• Led enterprise level Voice of Customer programs, using feedback and sentiment analysis to identify gaps, inform strategy, and strengthen retention.
• Directed a $300k (annual) environmental branding/reputation project for The Ohio State University Wexner Medical Center, including content, design, production, budget management, and stakeholder presentations.
• Drove a high-visibility, successful internal and external branding/reputation campaign for Infor’s 20th anniversary that improved employee sentiment and increased trust with analysts, partners and customers.
• Directed cross-functional teams to embed customer feedback into campaign strategy, improving American Electric Power’s J.D. Power brand recognition score 34% via regional micro-campaigns.More...