Amanda Whyte Email & Phone Number

London, Gb

Chicago, Illinois, Us

Cambridge, Massachusetts, Us

Driving the strategy for measuring the customer experience at HubSpot and amplifying the voice of our customer (VoC) within HubSpot. I manage a team of analysts and program managers who sit at the intersection of our people and product teams, we synthesize customer feedback using text analytics and convert them into insights. My team is responsible for the feedback loop between our Customers and Product teams. We translate feedback into opinionated insights, ensuring Product teams have the customer-first data they need to build what is most important, and most impactful to our customers. We amplify the VoC via programs like Customer Advisory Boards, executive customer panels, ideation workshops, NPS analysis, and more.

Cambridge, Massachusetts, Us

*I pioneered the Voice of Customer role at HubSpot globally and built the program from scratch to ensuring our executive team stayed closely aligned to prospect & customer needs, trends, and feedback as they make critical decisions by owning our monthly executive staff meeting.*Developed from scratch and managed the executive escalation process, responding to customer complaints to executives, resolving the issue and managing execs comms *Creating the company's first Customer Advisory Board to have an influence on major company initiatives*Responsible for closing the customer feedback gap between CS & Product, accomplished in part by launching and maintaining "Roadblocks", an internal feedback mechanism and our richest customer feedback data set *Distilling the firehose of customer feedback and determining prioritisation, via quarterly customer feedback reports, ensuring all customer feedback channels report in the same timeframe and format*Surface "sharp edges" in our customer journey that are cross-functional and have no direct ownership, develop plans to fix them (ex: creating internal refund process management, improving customer response time, and saving >$100k per annum)*June 2020 - Panelist at IGS Xperience Summit on "Experience Disrupted" *March - April 2020: Created & delivered "Leading with Customer-First" workshop for Emerging Leaders Program - Dublin*November 2019: Speaker at DX Summit - Chicago*September 2019: Speaker at INBOUND conference "How HubSpot Built Our First-ever Voice of the Customer Program" - Boston*October 2018: Panelist for the Common Purpose Program's "Leading Beyond Authority" for senior leaders - Dublin

Cambridge, Massachusetts, Us

Managed 4 front line CS teams and managers, supervising an install base of ~50million ARR***2018 Inaugural Great Manager Award Recipient***2018 performance: All quarters of above-target Customer Dollar Retention2017: My EMEA AP team achieved the highest agency partner Customer Dollar Retention globally- 2 EMEA Channel Consulting Teams - Agency Partner Services - Berlin Office - Agency Partner Services - EMEA Customer Success Team - High-volume, low-touch long-term customer success modelKPI's: Customer Dollar Retention, Services Qualified Leads, Monthly Recurring Revenue Retention, Health Check Score (Product Adoption), Customer NPS, Cross-Product Adoption, Install Base Selling, Partner Reseller Rate and Partner Resell Frequency Responsibilities include: Headcount & capacity planning, recruitment, manager development, program development and improvement, in-depth churn analysis, customer NPS improvement programsI am heavily involved in company culture events:- Chair of Charity Committee, fundraising over 25k at our annual charity auction (4 hours, 200 employees, private donations) Dec 2017 & 4 past annual events- Panel moderator for Irish Management Institute & 30% Club Networking event on Women in Business - September 2018- "How to face career challenges and obstacles head-on!" Event Table Host - July 2018- International Women's Day Breakfast Discussion Event, Table Host - March 2018 - Panelist at "Authentic Leadership" Event, July 2017- Moderator of Mental Health Awareness panel, October 2017- Mentor to 3 global female managers

Cambridge, Massachusetts, Us

Managing two separate teams of services folks to grow and retain our EMEA marketing and sales product business. Results-Oriented:Average 140% on revenue retention target attainment in 2016Recipient of the first-ever HubSpot Global Partner Impact award in recognition of leadership, planning, development, and global launch of Agency Onboarding 2.0

Cambridge, Massachusetts, Us

Worked with the EMEA & APAC channel consulting team to meet our retention, churn, and product adoption targets.Q3 2014 Global Champagner Award for Award for lowest international customer churn %

Cambridge, Massachusetts, Us

Core KPI = Monthly Recurring Revenue RetentionApr. 2014 - 100% of target May 2014 - 190% of target Jun. 2014 - 265% targetQ2 Global Champagner Award for lowest customer churn % worldwide (domestic + international)

Cambridge, Massachusetts, Us

Pioneered the role of Channel Consultant for HubSpot Globally, the success of which then led to a global roll out of the role. Core KPI = Monthly Recurring Revenue RetentionJul - Sep 148% of target Oct. 2013 - 215% of target Nov. 2013 - 120% of target Dec. 2013 - 205% targetJan. 2014 - 245% targetFeb. 2014 - 100% of targetMar. 2014 - 715% of target

Cambridge, Massachusetts, Us

Helping HubSpot customers become better marketers!

Dublin, Ie

• Led marketing operations for this mobile payments start-up including lead generation, SEO, content creation, email marketing, and blog• Developed brand strategy and communication, including press management, developing relationships with journalists and getting media placements to increase presence in the EMEA and Silicon Valley start-up community• Account manager for SMS and carrier payment gateways, mobile and social games clients• Coordinated global trade shows and exhibitions

Chicago, Illinois, Us

• Oversaw agency positioning, brand mgmt, PR, advertising, sales collateral, & trade show marketing• Event manager for client promotions, including the Dew Tour for Sara Lee across 5 US cities• Account manager for print, digital, & in-store for Sanford brands: Sharpie, Expo, Accent, & Parker• Led a national promotion for the Sara Lee brand State Fair

Bachelor Of Science, Advertising

Exchange Program (Study Abroad), Marketing