Manage Marketing initiatives for Print and Digital Solutions, Digital Library, eBooks, Corrections, Law School and other special projects as neededCreate and implement a complex marketing plan to support pipeline & onboarding/retention programsManage communication plan for product release support efforts to equip sales team with resources and customers with knowledge and impact of the latest product enhancementsPre- and post-tradeshow and event support including logistics, internal planning communications, on-site presentations, customer incentives, campaign management, lead collection and follow up Coordinate, promote and publish Case Studies, White Papers and literature both internally and externallyManage the creation of websites/landing pages specific to new product content and supporting materials to either gather sales leads or provide support to new and existing customers Social media support via the corporate handle for Print and Digital Solutions including Twitter, LinkedIn, Slideshare, Legal Content Insider community and Digital Library User Group communityManage customer communication plans through email, SalesForce, direct mail, print/digital advertising, literature and web site creation in order to promote content updates, product enhancements and releasesDrive internal process improvement ideas to help save company time/resources and improve customer experience and supportProvide requirements and direction to contacts to meet necessary deadlinesPartner well across the organization to share best practices, meet the demands of high profile projects and customer needs

Implement complex integrated marketing plan for a consumer debt collection/public records projectPromote content updates and product enhancements and releases for both internal and external customersCoordinate, promote and publish Hot Topics, White Papers and literature Manage customer communication plans through email, direct mail, print/digital advertising, literature and web site page creation and managementProvide requirements and direction for agency contacts Partner well across the business to meet the demands of high profile projects and customer needs

Helped business leaders see survey results, customer feedback and trends using analytical tools and reporting. • Managed Net Promoter Survey (NPS) Program and communicated Customer Experience (CX) updates and initiatives across the organization.• Educated business on the impact of CX through communications and supporting resources.• Partnered with product leads and sales teams. Reported NPS results and escalated issues to the business areas. Deep dive analysis and evaluation of scores/feedback in order to track trends. • Improved internal processes and updated sales training materials and resources to increase productivity.• Collaborated and built strong relationships across the business resulting in product and process changes that that improved overall customer experience.

Led marketing events and initiatives for Legal, Corporate, Government and Academic librarian customers.• Managed Librarian marketing annual budget of $500K. • Cross-functional team leader creating successful product marketing and trade show event plans. • Coordinated trade show planning for largest national company trade show presents: Special Libraries Association (SLA) (40x40 booth) and American Association of Law Libraries (AALL) (40x70 booth): including pre-show, post-show and onsite logistics for association meetings and focus group sessions.• Improved booth traffic year over year with continued budget challenges. • Website Management and supporting materials for librarian market and information professionals. • Content Management and schedule for legal and corporate newsletter communications.• Managed Direct to Customer Campaigns to the librarian market including special promotions.• Advertising- yearly planning and ad creation team lead.• Driver of productivity improvements and enhanced strategies to improve processes and procedures.

Provided 24/7 support for professional call center targeted at Legal, Corporate, Government and Academic needs.• Managed and Supported team of 20+ call taking representatives and staffed a 24/7 operation. • Strong understanding of Call Center business management skills, quality control, project priority planning, daily operations, forecasting and “on call” customer complaint and resource assistance.• Interviewed, hired, mentored and completed quality and performance reviews for team members.