Press Ganey

Remote · October 2020 - July 2023

Director of Product Marketing

April 2021 - July 2023

Developed a tiered go-to-market strategy and standardized go-to-market process from scratch that made product teams feel more confident in their role and resulted in more targeted communication. This meant a greater reach, over 50% fewer bounces and unsubscribes, and more qualified leads for the sales team.
Streamlined the content creation process, enabling the re-branding of all 30+ data sheets and 30+ ppt decks, in addition to the messaging for the product pages on the website for two major rebrands in two years.
Interviewed 35 clients for case studies and video testimonials, setting up the sales team for success and increasing product adoption/new sales.
Oversaw and contributed to creating 33 product playbooks to help sales be more informed on sales calls. These included:
- Overview/Elevator Pitch, Competitor Analysis/Differentiators, Relevant Personas and why, Positioning/Messaging by Persona, Discovery Questions, Proof Points, and all relevant collateral (data sheet, case study, slide deck, e-book, etc)
Oversaw and contributed to the market launch of four acquisitions, ten major new products, and two rebrands.

Doctor.com

New York City · January 2017 - October 2020 (acquired by Press Ganey on October 10th)

Senior Product Marketing Manager

September 2020 - April 2021

Developed automated lifecycle marketing programs and in-app flows to promote product adoption within the freemium tier for a more product-led growth engine.
Developed complex email automations for onboarding, renewals, and product engagement so that smaller accounts could become completely self-service, freeing up client success managers and product specialists to focus on higher-paying accounts and increase revenue.
Built the knowledge center for the freemium tier from scratch, which decreased the number of inquiries coming through the chatbot on the website and the client support form in the knowledge center.
Became people manager in February 2021 of the Product Marketing Specialist before becoming director in April.

Product Marketing Manager

August 2019 - August 2020

Created Doctor.com University, a webinar training series to help clients optimize the product and reduce one-off calls to client success managers and product specialists. The recorded trainings were posted in the knowledge center and gave the CS team an easy go-to tool for providing training without getting on the phone whenever a new user was added.
Implemented Appcues, built dozens of in-app onboarding flows, and set up processes for product releases and outages that allowed the CS team to focus on expanding revenue.
Developed the idea for a cyber monday campaign and built it from scratch. Then worked with the CS team on the logistics of the gifts and trained them on how it worked. It resulted in $30,000 worth of upsells for our private practice (SMB) business.
Trained CS and sales on all new product releases
Developed a voice of the customer report that incorporated customer surveys (launch, churn, NPS, quarterly, etc.), internal surveys, product usage stats, and email stats around product announcements.
- Wrote quarterly internal surveys for CS and sales from scratch to ensure they felt heard and better understood their perspectives on the clients and what products were working or not working. This was shared with product and leadership to ensure everyone was on the same page and connected to the field.
Developed a client support form in Salesforce Communities that funneled all customer inquiries through one place and created tasks in Salesforce for each inquiry. This allowed product specialists to work more efficiently and track everything they handled within Salesforce. This freed up time for all of CS by having everything in one place and not having a million little conversations every day to keep things straight.

Product Specialist

September 2018 - August 2019

Served as a client-facing product expert for a book of business of about 130 clients - onboarded clients and educated them on the product.
Held about 25 launch calls and product trainings each week.
Created a dashboard in Salesforce from scratch for the team to see all their tasks for the day in one place, making work more efficient and ensuring no client is forgotten.
Developed script and deck for launch call and product training from scratch for the team.

Client Support Manager

January 2017 - September 2018

Directly interfaced with clients through the 1-800 line and general email, handling 50+ phone calls and 200+ emails a week.
Developed the script and deck for weekly product training on the ReviewHub product
Served as first line of defense and specialized in de-escalation.
Built out the department and continued to take on responsibilities until it evolved into the product specialist team.