Clients: Paso Robles Wine ToursWholeheartedly Joy

My leadership position with What Lies Beneath is multifaceted. I help lead B2B businesses through our Depth Sounder™ process as a customer insights specialist, as well as manage our technical writing. As an insights specialist, I dive into the murky depths with our customers during their Depth Sounder ™ process. This includes: - Connecting quickly and creating a relaxed environment for your customers to reveal unfiltered and real thoughts. - Compiling conversations into a personalized workbook we use in the first out of two workshops with our customer.- Assisting the WLB facilitation of the first workshop. Together, we focus on gathering context from the business and initiating a brainstorm for future action opportunities. - Creating a second, advanced workbook that combines customer feedback conversations with the team’s contextual thoughts from the workshop. This workbook is used in the second of two workshops. We tackle key insights, brand elements, USP, SWOT, functional and emotional benefits, brand essence, core values, benchmarks (NPS and CSAT), and testimonials.- Finalizing a report after the second workshop that compiles all the gold from the process into a concise 2-page action plan.In addition to my responsibilities as a customer insights specialist, I lead the technical writing efforts across WLB. Beyond brainstorming ocean puns, I ensure the WLB documentation and messaging flow smoothly across all channels.