Work Summary
A highly motivated and results-oriented customer advocacy manager with significant experience managing multiple concurrent business-critical marketing projects in fast-paced corporate environments. Strong background in high-tech industry with primary emphasis on the positive impact of customer advocacy on revenue. Proven track record in reference program creation, and sustained ability to scale and evolve the program to continually exceed dynamic business requirements. Extensive expertise and work history in all aspects of corporate and regional marketing. Exceptional interpersonal communication skills with a penchant for building strong relationships and alliances. Highest level of proficiency in planning, scheduling, organizing, and employing resource and time management best practices. Seeking opportunities to leverage expertise to create, grow and manage a customer advocacy program in a stimulating and energetic environment.
Work Experience
Director, Tanium Customer Advocacy Program
8/2020 - Present
Established a new customer advocacy program consisting of top enterprise companies with the goal of expanding to a broader customer segment.
Met or exceeded goals for 1H 2021:
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117% of recruitment goal. 26.7% successful recruitment rate (industry average is 17%)
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Produced 60 customer testimonial assets
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120% of goal to secure customer logo approvals
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100% of goal to secure beta customers for new product
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100% success nominating customers for industry awards (customers won)
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120% of goal fulfilling reference requests
Senior Manager, FireEye Lighthouse Program (customer advocates)
4/2014 - 6/2020
Built up fledgling customer advocacy program to become an integral part of FireEye’s business process. Also engaged in a variety of customer initiatives: Customer Success Pinnacle Program, Executive Sponsorship Program, Customer and Executive Advisory Boards, New Customer Welcome Program, Customer Awards. Made a significant impact on the program and the company's bottom line. Established best-practice processes to get program up and running smoothly.
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19 consecutive quarters - met or exceeded goals
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575% increase in sales revenue won from previous year influenced by references
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184% increase in overall sales opportunities influenced by references
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182% increase in percent of deals supported by references (request volume)
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258% increase in marketing programs supported
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94% increase in customer testimonials developed compared to previous year
Launched or engaged in other customer initiatives:
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Customer Success Pinnacle Program
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Executive Sponsorship Program
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Customer and Executive Advisory Boards
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New Customer Welcome Program
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Customer Awards
Senior Director, Infor Innovators Reference Program
8/2006 - 4/2014
Founded and scaled customer reference program to be consistently aligned with C-level’s initiatives and supporting industry-leading business growth.
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Built program from inception, developing best practices for all reference processes, continually increasing efficiencies and output; inducted to the industry-recognized worldwide Summit on Customer Engagement “Hall of Fame” in 2012.
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Consistently operated global reference program to allocated budget; overseeing departmental staff, consultants and project-based sub-contractors handling all aspects of the reference program including recruitment, fulfillment, centralized database rollout, customer asset development, strategic advocate planning, and executive metrics/reporting.
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Directed program’s influence on several billion dollars of sales revenue since starting. Involved with assisting 80+% of all net new income dollars.
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Driven six-fold year-on-year growth in assisted sales revenues since program launch in 2007.
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Integrated 14 corporate merger and acquisition companies into program.
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Responsible for best-in-class performance based on independent industry-wide study of over 50 reference programs: 6x more available references, highest volume of requests processed per month per reference manager, most thorough metrics reporting, and in top third for fulfillment rate and most effective cost per reference.
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Deployed new strategic initiatives – such as implementing program to cultivate executives from top 100 customers to be immediately available for public reference activities; developing breakthrough multi-media case studies; and facilitating proactive, customizable advocacy toolset for big deals.
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Implemented innovative portfolio of operational, predictive, and strategic metrics, including ROI statistics; selected by peers to become Metrics SIG chairperson for the worldwide Customer Reference Forum.
Senior Director, North America Marketing, SSA Global
6/2002 - 8/2006 (acquired by Infor)
Contributed to 14 consecutive quarters of corporate profitability through effective strategic planning and implementation of North American marketing programs.
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Significantly increased volume of qualified leads through best practices in marketing programs with over 75% of qualified leads generated from regional marketing campaigns.
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Contributed to sales goal via 150 marketing activities and events, such as Executive Summit ($7.7 million) and customer roadshows (over $4 million).
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Managed partner marketing with strategic business partners.
Testimonials
“Wow, this is so awesome! Love getting these metrics from you at the end of the quarter! Keep up the awesome work! I can’t tell you how proud I am of you and all that you have accomplished. Thank you for all you do and the progress you have made with this important effort.”
“Abby, so love that you are thinking outside the box on stuff like this (identifying quotes for various personas being targeted by marketing).”
Kara Wilson, former CMO, FireEye, Inc.
“Abby is an outstanding manager in part because she takes the time to listen to everyone’s input and then makes an informed decision that she articulates back to the team so they appreciate why a decision was made a certain way. She sets the bar high and holds the staff – as well as herself – accountable for attaining it. She garners huge respect from the team as well as from other advocacy practitioners.”
Helen Feber, Managing Partner, Referential, Inc.