Director, Practice Development (Customer Education) & Affiliate Program
Greater Seattle Area
Built and scaled a Customer Education program to inspire and effect customer behavioral changes required for product adoption, retention, and upsells supporting B2B Marketing and Sales Enablement initiatives, resulting in increased revenue, higher NSAT, and reduced customer churn for RealSelf. *Created $250K+ of new ad placement opportunities within educational content channels in 1H20.*Ended FY19 with +$4M influenced by education and a customer NSAT 25% above average… Show more Built and scaled a Customer Education program to inspire and effect customer behavioral changes required for product adoption, retention, and upsells supporting B2B Marketing and Sales Enablement initiatives, resulting in increased revenue, higher NSAT, and reduced customer churn for RealSelf. *Created $250K+ of new ad placement opportunities within educational content channels in 1H20.*Ended FY19 with +$4M influenced by education and a customer NSAT 25% above average. *Developed, produced, and hosted the RealSelf University Podcast, interviewing doctors and industry leaders to share key marketing secrets and pointers for practice growth and establishing a new B2B marketing channel for RealSelf*Created and implemented training materials on the logistics of virtual consultations as a rapid product pivot to enable business continuity for 2000+ customers during the COVID-19 crisis*Recruited and partneredwith Affiliates to help the company leverage these relationships for churn prevention, brand advocacy, and revenue capture for RealSelf.*Successfully built and scaled RealSelf University customer education program across five channels; engaging over 2500 practices—driving attainment of key company goals of client retention and upsell.*Researched, authored, tested, and launched the top performing evergreen program (besting all prior registration and attendance records) “How to Get a Patient Review in Five Minutes or Less,” garnering an average 33% increase in monthly review volume for trained practices. *Formalized and grew affiliate channel by +300% to partner with adjacent marketing vendors to support company retention, brand advocacy, and sales. Show less