Hilary Wainwright Email & Phone Number

Managing the entire post-sale customer journey, including new customer implementation, technical customer support, and traditional CS account management.Provide project management for VIP customers throughout a highly technical implementation processDevise and deliver improvements to the implementation, success, and support processesOversee a team of six remote support staff to deliver 24x5 technical support via ZenDeskResponsible for traditional account management for the Enterprise book of business and oversight of one CS team member who manages the non-enterprise book of businessIdentify and process account upgradesSit on the Senior Leadership team and work with Executive Leadership to devise org-wide strategiesCollaborate with Product, Engineering, Marketing, and Finance, to ensure every aspect of the organization focuses on the customer experienceSet up and run retention playbooks to prevent churn in legacy customersGather, submit, prioritize, and track product feature requestsDevelop internal product training to improve our customer supportBuild and maintain a customer knowledge base to improve self-service supportIdentify, improve, and report on key support metrics such as FRT and ATR

Remote

When I joined the Onboarding Department there were no established procedures, no documented processes, and no way to see if customers were even being onboarded. After working with the team to understand what they were currently doing, I then got to work documenting the current process, working with RevOps to track the customer onboarding journey in SalesForce, and implementing twice-weekly meetings with each Onboarding Manager until we were confident every customer was in the system. Once I established where we were, I got to work on improvements, implementing launch and planning calls to ensure we knew a customer's needs before getting started, implementing tiered levels of Onboarding to support premium customers and resellers, requiring documentation of all customer outreach and then working with the training team to analyze that outreach and coach the team, and identifying key metrics to measure our improvements and success. The Role: Oversee the entire customer onboarding process, from the sales handoff until the customer is live on the software. Work cross-departmentally to ensure a smooth standup of new customers. Oversee payments team. Track department KPIs. Implement processes to speed up and smooth out the customer experience. Develop a team of Onboarding Managers, Payments Specialists, and Configuration Specialists.

Remote

During the pandemic, like many companies, Lavu had to let go of a number of employees. Those of us left went into all-hands-on-deck, wear whatever hat needs to be worn mode. I was asked to oversee the redesign of our online ordering platform, MenuDrive. I worked with a team of designers, developers, and product managers to reskin and optimize the software for mobile responsiveness. I also continued to perform duties related to my marketing role such as overseeing product marketing creation and inbound content. It was challenging time, but I learned how much I am capable of and enjoyed the sense of pulling together as a team to provide our customers what they needed in a very scary time for restaurants. The Role: Oversee a cross-functional team of product design, product development, and marketing professionals located in the United States and India. Manage product operations for a robust and challenging roadmap of new and enhanced features for a fast-growing B2B SaaS company.Collaborate with engineering and cross-company stakeholders to provide an understanding of product requirements, make decisions on timelines, and ensure open communication among teamsManage the planning and implementation of release communications and marketing campaigns

Remote

Managed the creation and publication of content across multiple company websites, social media platforms, and review sitesLed the internal content marketing team and external freelancersOversaw the execution of email, Google, and Facebook marketing campaignsCrafted press releases and oversaw the release processImplemented processes for tracking and improving content KPIs

Remote

• Compose original marketing content for a variety of platforms• Ghostwrite articles for C-suite management• Interview customers and SMEs• Create and execute email marketing campaigns• Perform reputation management duties• Edit and proofread freelance writing contributions• Product marketing• Conversational marketing

Remote

After getting my graduate degree in professional writing I started my own business to gain experience creating various types of content. B2B & B2C freelance writing, proofreading, editing, and content creationEditing books for publicationPromotional marketing campaignsEmployee handbooksProduct descriptionsEditing websites for grammar and styleWriting blogsProofreading Processes and procedures

Albuquerque, New Mexico Area

I was hired as a temporary cashier to help during the pre-semester "rush" at the bookstore. At the same time, the University was preparing to open a new retail store at the athletic venues and I was selected to stay on as a permanent employee to help get the store up and running and then manage it. From there I moved on to manage both the athletic stores and the gift and clothing on main campus, responsible for more than $1.5 million in sales annually. The Role: Manage the operations of multiple store units totaling an excess of $1.5 million annual salesOversee, coordinate, and plan department marketing activities, which include: participating in live radio and television advertisements, composing and editing promotional materials, updating social media communications, and preparing excellent visual merchandising techniquesSupervise, train, and develop 20 staff membersDevelop and maintain relevant website contentManage year-end inventory utilizing inventory control systems to check for theft and shrinkageMonitor and coordinate ordering, receipt, and return of merchandise; verify invoices and billing, resolve discrepanciesParticipate in inter-departmental strategic planning

Master’S Degree, Rhetoric And Composition/Writing Studies

Bachelor'S Degree, History