Emily Coleman Email & Phone Number

Lindon, Ut, Us

Oakland, Ca, Us

Austin, Texas, Us

Tapped to build customer advocacy program from the ground up for IT infrastructure monitoring and observability platform. Built strategic plans for a customer advisory board, customer stories, case studies, and referrals to nurture customers into brand advocates and garner customer feedback to inform product innovation and marketing.• Awarded Outstanding Achievement in Marketing, 2023.• Built systems for producing and leveraging customer content (case studies, testimonials, videos) as a key driver in campaign to rehabilitate brand reputation and elevate marketing strategy.o Increased case study and customer spotlight production 150% YOY, accelerating cadence from 1/month to 2/week.o Launched customer advocate nomination process with customer-facing teams (product, product marketing, sales, customer success, corporate communications).• Cut case study production process from 6-8 weeks to 2 weeks by implementing generative AI tools to remove barriers to customer participation. • Launched and manage Customer Advisory Board, assembling 15 executive-level members (CTOs, COOs, CEOs) from strategic accounts.o Developed Advisory Board mission and goals, then pitched to internal executives to achieve buy-in across product marketing, product, customer success, and sales departments.o Maintained +62 NPS with Customer Advisory Board members. o Gather IT practitioner data to shape product platform, gather data on pricing model, deepen account relationships, and cultivate customer network.o Select and recruit Board members, shape meeting agendas, and assemble reports.• Implemented and deployed the UserEvidence platform to accelerate voice-of-customer content.• Built a customer reference program connecting advocates with sales opportunities by implementing a customer advocacy platform (Base), designing workflows, and training customer-facing teams on the nomination and matching process.

Austin, Texas, Us

Austin, Texas, Us

Took over underperforming email marketing program and reimagined full customer content plan based on lifecycle nurture, leading to major gains in engagement and ROI. Pitched lifecycle strategy to marketing and cross-functional stakeholders, including executives.• Developed 7 distinct customer personas and built lifetime communications cadence across onboarding, year 1, and year 2 for each persona; authored 300 emails.o Increased engagement with onboarding nurtures by 156%, achieving as high as 30% open rate (compared with 5%).o Increased email open rate 150% YOY.• Shifted from overly aggressive sales approach to focus on education and enablement content to deepen customer usage, engagement, and loyalty, with strategic cross-sell and upsell programs.o Increased NPS score by 7 points in 6 months.o Achieved 72% satisfaction from customers on frequency and quality of non-sales emails.• Generated reporting and optimization plan to track open rates and engagement analytics and identify best- and worst-performing content.• Collaborated with marketing automation team to architect Marketo logic and streams.• Drafted extensive documentation on nurture campaigns for smooth handoff and onboarding.

Salt Lake City, Utah, Us

Wrote branded content for dozens of B2B clients across tech, real estate, and finance. Specialized in SEO-optimized marketing copy around SaaS, cloud computing, online learning, big data, automation, and AI.• Promoted to manage client engagements, including creating content calendars, managing deadlines, training and managing writers, and interfacing with clients.• Developed expertise in translating technical concepts into accessible copy that engages ideal prospects, hits SEO keywords, and increases search presence; aligned content with target customer personas.

Salt Lake City, Utah, Us

I was a freelance copywriter through the Deseret Connect program at the Deseret News. I wrote articles as assigned, but my primary subject areas were book reviews and author interviews. My articles appeared both in print and online editions.

Provo, Utah, Us

Participation in full rebranding of largest physician-owned healthcare group in Utah, with special focus on internal and external communications strategy.• Supported full rebranding lifecycle, from creating name and logo to shaping go-to-market strategies to cultivate buy-in from internal staff and community.• Navigated complex stakeholder relations, including developing corporate voice and executing a social listening strategy to resolve patient concerns.• Managed corporate-level and clinic-level social media accounts and paid ads.• Built marketing campaigns for individual physicians and departments.• Wrote marketing copy, including specialty web pages, physician bios, newsletters, and blogs.• Developed press relationships and pitched human interest stories to local media outlets.

Provo, Ut, Us

I wrote and edited articles for the Fall 2014 and Spring 2015 issues of the BYU Life Sciences Magazine. The magazine comes out in print and online formats twice a year. My primary responsibilities were to write the faculty biographies and an article on the new building from a student perspective. I also completed substantive edits and copyedits on articles written by other members of the team.

At Congressman Stewart's office, I oversaw the casework operations in the office. As a caseworker, I worked with individuals with specific federal agency problems. These problems ranged from simple benefit payment issues (veteran, social security, etc.) to complex immigration and military/veterans affairs problems. I was a liaison between constituents and federal agencies, received status updates, and expedited critical cases.In 2013, I worked on over 150 unique cases for 20 different agencies — each case required at least a basic knowledge of the rules and regulations of that agency. While not every case had a positive resolution, I explored and exhausted every option and educated constituents on the conclusion. My most rewarding professional experiences came from helping people with very complex issues.I managed the Congressional Art Award, STEM Award, and various other projects. Duties included selecting pieces, judges, and coordinating special events.Another primary responsibility was editing all letters and communication for the district office. I did general proofreading as well as layout and design. I created a style manual for Congressman Stewart's office that is used in all their offices.

At Congressman Chaffetz's office, I managed the office's daily operations. My duties included answering phones, managing interns, casework projects, special events, and mail workflow. I also acted as the congressman's representative at community events and boards throughout the district.One of my primary tasks was hiring, training, and managing our district office interns. I interviewed students from local universities, set schedules for each semester, and trained them in their responsibilities. I created a training and operations manual that was a point of reference for office policies. I also drafted letters of recommendation for interns who completed a semester of service with us.In the first year of Congressman Chaffetz's term, I created the Youth Community Citizenship Award. This award was presented to one student in each high school in our district. High school seniors were nominated by a principal or counselor and presented an award at a ceremony at the end of the school year. I sent notifications to each high school, managed the nominations, and coordinated the event. About 30 high schools participated annually, and the award ceremony was always a highlight.

Master Of Business Administration - Mba, Computer/Information Technology Administration And Management

Bachelor’S Degree, English Language And Literature/Letters

As, Program; Integrated Studies; Individualized