My skills in relationships and organization were noticed by upper management while I was serving as the head of my team, and I was singled out for a unique and new opportunity to fill a brand new position at Optimizely.

One of the important aspects of customer success is to form a community - to get in the room with a customer or establish an online forum and get their feedback on the product they are buying from you and using on a day-to-day basis. With this in mind, the Global Customer Advocacy Manager role was born.

Because of my organization skills, I was able to very rapidly create an entire hub of resources for people to find out more information. This included documents listing out processes, best practices, and instructions on how to use certain tools and resources; tables that allowed employees to quickly scan them and determine the mode and make of the connection they were attempting to create; and a myriad of easy to use spreadsheets to take the guesswork and cat herding out of administration.

In addition to these documents, images, etc, I also created channels where interested stakeholders from across the company could join and learn about what was up-and-coming for these projects, discover freshly made assets, and raise suggestions. The channel grew rapidly and included stakeholders from product, marketing, customer success, sales, and more.

Worldwide Events.

For all-customer events, I worked alongside the marketing team to put on events across the United States, United Kingdom, much of Europe. and Australia. I helped create content and oversee setup of technical and non technical details, as well as managed guests and hosted.

Global Customer Advisory Boards.

I was the single member of my team, and in addition to creating our Customer Advisory Boards - groups of elite individuals from well-known companies coming together to discuss our products - I planned all of the white glove events for these groups.

I greeted each member by name having memorized their pictures before arrival; organized catering for all meals, snacks, and happy hours; hosted the event and provided entertainment; worked out the details of the contract with venues acting as primary point of contact; created and proposed budgets; collected and implemented feedback; and more.