Melanie Baker Email & Phone Number

Munich, Bavaria, Germany

Based in Canada, initially I was the primary wordsmith for content in English. From web pages to long-form regulatory overviews to emails, socials, and scripts. As we've evolved and grown the team, we now have additional smart brains handling a lot of those things. I still do some writing, leveraging my domain, industry, and regulatory knowledge. I also do a fair bit of editing, focusing on product and legal accuracy, as well as brand and tone. I'm one of the drafters and keepers of our content guidelines as well. As the industry, our products, and our company keep evolving, I stay involved in determining what stories we want to tell, who we want to tell them to, and how we want to tell them.

Waterloo, On

Help organizations determine their target audiences and grow their customer bases with community orientation and great communications.- Write and edit website, social, print, and other content.- Develop social strategy and content to build online presence.- Consult on community development.- Research market and prospect groups to inform company, product and content roadmap.- Develop prospect and partner engagement and relationships.- Create social audits and plans to provide best practices blueprints for businesses' social media and community-building activities.- Test and evaluate website usability on factors such as information availability and clarity, site accessibility, navigation, and SEO.- Create or update internal and external documentation (e.g. knowledge base, support materials, etc.)

Waterloo, On

I wrote a biweekly column called M-Theory about tech: the industry, the people who work in it, and how technology and the companies and people building it affect the broader world, for good or ill.

Waterloo, On

We're a small team, so we all wear multiple hats. At this point I'm the team's most senior support person, and that still fills the bulk of my days. I provide direct technical and account support to our global customer base. This includes working in our systems and those of our partner organizations, as well as working with domain registries on some issues.Additionally, I am the primary writer and editor of our documentation, both internal and customer-facing, and intermittently I contribute to our blog as well. I consult on or contribute to other written content (website, marketing, etc.) as needed or requested.I am closely involved in support team hiring and training, as well as drafting policies and procedures.

Waterloo, On

Be the primary contact and voice for ~800,000 developers and build resources to help them develop and sell great apps.- Created, oversaw, and documented development of community management program and processes.- Administrated developer forums, knowledge bases, and other resources.- Managed high-volume Developer Relations department email account.- Built and maintained developer community relationships.- Administrated, documented, and evolved developer rewards programs.- Managed developer projects/programs/campaigns.- Produced and coordinated developer-centric media (e.g. created YouTube channel and produced/coordinated content for it).- Wrote content for Inside BlackBerry Developer blog.- Liaised with internal staff and external development community on creating and evolving developer experience programs.- Reported on community, team engagement, and social metrics for developer experience improvements, product roadmap, and knowledge enrichment of internal teams.

Waterloo, On

Manage post-acquisition customer/product transition and help get more organizations using Google Analytics in smarter ways.- Created and executed social marketing strategy for Google Analytics Marketing team.- Created infrastructure, populated, and reported on customer feedback to Engineering, Marketing, and Support for product roadmaps, issue resolutions, etc.- Advanced new product development by documenting, testing, consulting on branding, and educating internal teams.- Spearheaded social audit project of Google Analytics’ position in the marketplace.- Researched and maintained competitive matrix of organizations and products.

Take care of customers, build relationships, manage communications, develop resources, and help people build great things!- Acted as front-line contact for all products, instrumental in growing customer base into tens of thousands.- Triaged, responded to, or escalated questions, inquiries, and issues from consumer, business, and technical audiences.- Developed marketing and educational materials like newsletters, web content, case studies, white papers, knowledge bases, and videos.- Developed and maintained online and social web company presences (e.g. grew Twitter following from <10 to ~5000).- Represented company at numerous industry and conference events.- Developed strategic relationships with influential publications, companies, and individuals.- Monitored and responded to online news, social web, and product interactions.- Evangelized and educated targeted demographics on products.- Developed and maintained archive of relevant online company and industry coverage.- Performed customer, product, and industry research for strategic roadmaps.- Organized and assisted in internal and external beta testing.- Coordinated and executed product launches.

Ensure Group Benefits’ call centre systems run smoothly. Evangelize and expand knowledge sharing and collaboration among teams with internal social tools.- Developed website and social content.- Educated teams, evangelized collaborative technologies, focusing on communities development and knowledge management.- Wrote scripts, tested, coordinated rollouts of applications, operating system, and telephony system upgrades.- Liaised with multiple business units to establish projects’ scope, testing requirements, and implementation schedules.- Created knowledge bases to develop knowledge management and documenting applications, processes and project workflows.

Education record

Education record

Education record

Education record