Getting to Know Me

Me looking fancy.
Leader
Communicator

Achiever

Just a girl in the world working to make life a little happier, organized, and more interesting.

My work passion is helping customers to be successful in everything they do.

  • I am a Customer Success advocate who most recently was a Director for Customer, Sales and Channel Enablement.
  • The highlight of my year was 2 speaking engagements about Customer Success at Dreamforce 2019 and achieving a 4.6 speaker rating.
  • My goal is to write content and provide educational resources in plain English for our customers, sales, and channel teams in order to ensure consistent messages and campaigns with full transparency in a fun and memorable way.

My Journey

Achievements

  • Rolled out the initial Success Center for our support organization which brought together Knowledge Centered Service (KCS) and training to better enable customers to self-help and self-onboard decreasing time to value and increasing future sales.
    • Drove strategy for Success Center to increase from less than 200K pagesviews in the first month to 1.2 Million pageviews and over 400K active users per month within 4 years. 
    • Drove a program to increase customer access to knowledge based on case solves, eLearning and Virtual Classes to help customers find the answer they needed on their schedule – and to prepare them for the next issue before it came up.  Our self-led onboarding resulted in over 100 customer binging at least 10 hours of training content each and more engagement for those customers in our ecosystem. 
    • Drove campaign to increase customer access to training.  This led to a 66% increase in on-demand training which led to a 30% increase in purchases of add on products.

  • Created and implemented the Customer Enablement Strategy which I am now expanding to Sales and Channel to bring these tools to the top of the sales funnel vs post-purchase.  This includes creating focused personas based on data from the customer journey so that we are able to provide targeted messaging to the customers at the right time which allows us to decrease the number of touches while increasing engagement with those items.
    • Decreased emails with persona-based targeting.  Resulted in an increase in open rates from 10% to 30% and a total of 7 unsubscribes from the series 8 months
    • Created strategy and implementation for cross-function webinars between PMM and Support to ensure balanced stories.  Resulted in top webcast registration numbers and attendance for the company in Q4.
    • Introduced transparent collateral for the Support Programs that highlighted the reality of what programs offer.  This decreased escalations and increased customer satisfaction for these programs.

  • Spoke at Dreamforce 2019 about how Focusing on Customer Success can lead your company to success and received a 4.6 speaker rating.

Certifications

  • Pragmatic Institute – Product Management Foundations – 2020
  • Pragmatic Institute – Product Launch Certifications – 2020
  • Project Management Professional (PMP) – 2005 – 2009 – lapsed

Awards

  • Silver – Best Customer Engagement Initiative – Three Key Strategies SolarWinds Has Used to Create a World Class Customer Success Center (Feb 2020) – Stevie Award
  • Bronze – Innovation in Customer Success for the Success Center (May 2019) – Stevie Award