Expert Details
Employee Experience, HR Technology, Software Services
ID: 737809
Australia
An entrepreneurial leader with international experience in the business-to-business software industry with a specialty for data science and machine learning technology. Successful at uncovering customer insights, partnering with product teams, developing product and go-to-market strategies, enabling customer-facing teams, and launching products in a high-growth environment.
Education
| Year | Degree | Subject | Institution |
|---|---|---|---|
| Year: 2015 | Degree: BSc | Subject: Business Administration | Institution: University of Bath |
Work History
| Years | Employer | Title | Department |
|---|---|---|---|
| Years: 2017 to Present | Employer: Undisclosed | Title: Director of Product Marketing | Department: Product Marketing |
Responsibilities:● Leading and mentoring a team of junior practitioners● Informing company strategy by conducting industry, market and competitive intelligence via direct and indirect interactions with customers, prospects, partners, competitors, influencers and analysts ● Business analysis and tracking of marketing, sales, customer and user data to identify trends and test hypotheses ● Advising market segmentation, targeting and positioning ● Buyer and user persona and use case development including work studies ● Partnership with Product Managers to understand and provide input into product strategy and to design, plan and coordinate product launches ● Advising and guiding clients to adopt new procedures through effective product messaging, enablement collateral covering sales, marketing, and support, and through relevant case studies ● Product evangelism via analyst and press briefings, trade show attendance and public speaking opportunities and using these insights to inform company strategy ● Leadership of packaging and pricing in collaboration with stakeholders across business ● Defining and improving processes, procedures, and templates across product marketing, product management, and customer-facing teams to drive new efficiencies as the company grows Key Achievements: ● Launching numerous products to market and gaining industry recognition including machine learning capabilities such as turnover prediction and new digital coaching tools. ● Leading a project to turnaround the business performance of a new product line by consulting with senior leadership and our business leaders in each region to improve customer satisfaction and market share. ● Devising a strategy and conducting research to improve customer satisfaction and retention during COVID-19, and sharing these insights with our product leadership team to inform the product roadmap. ● Advising high-growth clients around the world on their HR strategy, including InVisionApp, KIND Snacks, and CreditKarma. |
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| Years | Employer | Title | Department |
| Years: 2016 to 2017 | Employer: Zendesk | Title: Product Marketing Manager, Developer Platform | Department: |
Responsibilities:● Work closely with the GM of Developer Platform, as well as product, product marketing, and other teams to define the strategy for how to grow Zendesk’s Developer Platform, including positioning and messaging.● Develop product positioning and messaging that differentiates Zendesk across segments by understanding customer needs, product roadmap, market trends and competitive forces. ● Plan and lead product/feature launches across cross-functional teams (spanning Product, Marketing, support, Service, Sales) and related sales enablement. ● Create and execute integrated marketing plans across channels. Design and run campaigns focused on getting developers using Zendesk for the first time, as well as getting more Zendesk customers to start using our Developer Platform. ● Monitor and run campaigns focused on increasing developer retention and engagement amongst existing customers. Grow business from awareness to adoption through engagement. ● Develop messaging that fits the audience mindset/needs within that experience (e.g. website, in-product messaging, on-boarding, blog, emails, etc.) and maximizes the strengths of each channel or communication experience. ● Work with Product Management to establish a continuous feedback loop (encompassing market trends, customer need and competitive factors) to influence the product development roadmap and create mitigation for product gaps. ● Collaborate with Sales to understand ongoing enablement needs; create and execute an enablement program across positioning/messaging training, competitive counter-tactics and product education. ● Run strategy for Zendesk developer events (meetups, developer days, etc.) and drive Zendesk presence at other developer conferences. Key Achievements: ● Responsible for the go-to-market strategy of the Zendesk Developer Platform including mobile SDKs to 100,000+ businesses around the world. ● Drove higher product usage by advising customers to adopt new product offerings which generated expansion revenue and improved customer retention during a time when the company faced heightened competitive pressure. ● Conducted industry analysis and ROI research through a partnership with market research firm IDC. Promoted research and findings through key partners including developer-focused podcasts and newsletters, and supplemented with case studies to increase customer adoption and awareness of Zendesk's mobile capabilities. ● Facilitated knowledge sharing with Customer Experience and Product leaders through executive dinners in SF and LA which resulted in new business and increased mobile SDK adoption. ● Devised the events strategy to reach our target mobile developer audience at CodeMobile (UK), Mobile+Web Developer Conference (US), and Droidcon (UK). |
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| Years | Employer | Title | Department |
| Years: 2015 to 2016 | Employer: Zendesk | Title: Product Marketing Manager, Core Products | Department: |
Responsibilities:● Developing product positioning and messaging that differentiates Zendesk across segments by understanding customer needs, product roadmap, market trends, and competitive forces● Planning and leading product/feature launches across cross-functional teams (spanning Product, Marketing, Support, Service, Sales) and related sales enablement ● Creating and executing integrated marketing plans across channels - to grow the business from awareness to adoption through engagement ● Developing messaging that fits the audience mindset/needs within that experience (e.g. website, in-product messaging, on-boarding, blog, emails, etc.) and maximizes the strengths of each channel or communication experience ● Working with Product Management to establish a continuous feedback loop (encompassing market trends, customer needs, and competitive factors) to influence the product development roadmap and create mitigation for product gaps ● Collaborating with Sales to understand ongoing enablement needs; creating and executing an enablement program across positioning/messaging training, competitive counter-tactics, and product education Key Achievements: ● Partnered with a global product team to launch self-service, machine learning, and helpdesk functionality. Highlights included a product launch webinar with 3,500+ attendees and over $970K MRR in pipeline influenced. ● Developed go-to-market strategies for a range of capabilities to maximize product adoption and new business growth. One project was the 2016 iAward Winner for Big Data by the Australian Information Industry Association. ● Researched the competitive landscape to create differentiated messaging alongside numerous case studies. ● Led frequent training of our global customer-facing teams on the latest product updates and competitive research. |
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| Years | Employer | Title | Department |
| Years: 2014 to 2015 | Employer: Zendesk | Title: Product Marketing Intern | Department: |
Responsibilities:● Supported product launches for an acquired live chat solution and led a product launch for new survey functionality.● Increased product usage by designing email and in-product campaigns. ● Interviewed and wrote case studies for a number of customers across the US, Europe, and Asia Pacific markets. |
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| Years | Employer | Title | Department |
| Years: 2012 to 2014 | Employer: Zendesk | Title: Pre-sales & Solutions Consultant | Department: |
Responsibilities:● Utilizing REST APls, app frameworks, and mobile SDKs on modern customer service platforms to create functionality for large customer service departments; managing large implementations of customer service software across a range of industry verticals;● Working with the main players in the customer relationship management (CRM) industry, including Salesforce, Oracle and Microsoft; ● and applying the sales processes in a large software company, including providing technical input on RFPs, building proof of concepts, and delivering onsite customer training and presentations. Key Achievements: ● Mapped complex customer requirements and defined solutions powered by the Zendesk platform. Presented onsite to prospects during Zendesk's European expansion. ● Managed key relationships with strategic customers across EMEA including Expedia, Finn.no (Norway), MADE.COM (UK), and Supercell (Finland). ● Designed training programs and led sessions across Europe and on-site with customers. |
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| Years | Employer | Title | Department |
| Years: 2006 to 2012 | Employer: Self Employed | Title: Founder | Department: |
Responsibilities:● Launched an online retailer of electrical products and grew it profitably to annual revenues of $1.1m (USD).● Led a team of four and defined the operating standards of the business across purchasing, marketing, finance, and customer service. ● Partnered with the largest technology distributors in Europe (Ingram Micro, TechData) with access to over 50,000+ products available for next-day fulfilment. ● Negotiated lucrative cost-per-acquisition agreements with price comparison websites across Europe including Pricerunner, Idealo, and Kelkoo. |
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Fields of Expertise
SaaS, employee engagement, Employee Experience, Employee Experience Mapping, Employee Experience Management, performance management, people analytics, employee development, hcm, learning and development, dei, diversity and inclusion, Microsoft, Workday, Qualtrics, pulse surveys, employee listening, voice of employee