Caitlyn Williams Email & Phone Number

Santa Rosa, Ca, Us

Redwood City, Ca, Us

San Francisco, California, Us

•Formalized a customer reference program with scalable strategy, infrastructure, and Sales / CX enablement; influencing $620K in closed/won deals, and touched ~2M in pipeline in just a few months. •Launched Lattice’s first advocate program, People Success Champions, creating a pipeline for sales references, success stories, and event speakers.•Grew external peer reviews by 30% on G2 through the organic acquisition of over 850 net new reviews, solidifying Lattice's position as the leader across five distinct categories.•From concept to completion; Launched Lattice’s first awards program, People Success Awards. In its second year, achieving 158% year-over-year growth.•Sourced customers for Lattice’s first Product Advisory Council, supporting new product development and engaging and managing the experiences of executives at top accounts.•Managed customer webinar programs, nurture campaigns, newsletters, and other customer key product adoption initiatives.•Built a phenomenal customer case study repository from the ground up, adding +50 new stories to support GTM strategies across products, segments, and key personas. •Managed and supervised a dedicated team member, providing leadership, guidance, and support to drive collaborative project execution and professional development.

Waterloo, On, Ca

San Francisco, California, Us

•Manages Global Customer Reference Program and grew customer participation in program by 75% within the first 6 month of hire. •Sources customer participation for Gartner MQ, Dresner, Forrester, IDC and other analyst relations. •Led initiative that grew reviews on Gartner Peer Insights over 50% with Gartner’s new methodology in mind leading to Planful’s first Customer Choice designation. •Provides sales support by collaborating with internal sales team to match prospective clients with appropriate reference customers.•Helps facilitate user groups, conferences, and other customer meet-ups. •Trains internal teams on the use of reference materials, processes, programs, and strategy for customer assets.

Houston, Texas, Us

* Manages customer reference database project. Grew database over 400% within the first three months by populating ReferenceEdge, a native app within Salesforce, with trackable customer data.* Grew external peer reviews on Gartner Peer Insights by 30% through internal education programs, email nurture initiatives, personal outreach and social media programs.* Engages daily, at the executive level, with Marketing, Sales, and Product teams regarding customer advocacy.* Trains internal teams on use of reference materials, processes, programs and strategy for customer assets.* Gathers and analyzes data to assess health of customer advocacy efforts and uses insights to develop action plans for the customer reference pipeline to be leveraged across departments.* Owns content for MapR's main communications channels, including company webpage, customer pages, and internal newsletters.*Manages domestic and international public relations agencies.

Sunnyvale, Ca, Us

Grew scope from community, abuse, and policy to include:-partnering with product & cross functional teams to identify and bring market solutions with consumer benefit in mind.-marketing analytics (Splunk and Google Analytics) using data-driven insights to inform product and marketing strategy-overseeing social & native advertising campaigns -collaborating on go-to-market strategies for new product launches-managing push notification campaigns for Polyvore and Yahoo View (Urban Airship)-integrated marketing across the Yahoo network-manages Polyvore's marketing budget (maintains various vendor relationships and creates all purchase requests)

Mountain View, Ca, Us

•Develop policies and procedures both internally and externally for handling abuse reports and online safety issues.•Investigate and resolve all spam reports.•Designated outside counsel contact and primary investigator for all incoming legal notices including DMCA and trademark issues.•Work cross-functionally with engineering, product, and sales teams to provide a better user experience.•Manage all support through Zendesk while providing exceptional customer service.•Write help desk articles designed to address new features.•Spearhead all marketing legal needs including, but not limited to, drafting partnership contracts, creating official contest rules, and collecting affidavits. •Draft and post updates to community guidelines.•Remove content created or clipped to Polyvore that violates sites Terms of Service.•Domestic and international community event planning.•Cleared backlog of 40,000 abuse tickets in 3 months.

Boston, Massachusetts, Us

•Reviewed 150-250 open tickets daily through Zendesk from customers with questions or complaints, ascertain the validity, and prepare an appropriate response.•Tracked technical issues regarding the app and worked closely with product and engineering teams to troubleshoot and solve issues.•Monitored online communities and social media, reaching out to users when appropriate, and kept a positive public face.•Identified trends in customer questions and issues.•Assisted in improving the customer service experience by helping build user knowledge base through Zendesk.•General office support.