Rachel Deeks Email & Phone Number

Warrington, England, United Kingdom

United Kingdom

Bring the voice of the customer to life through “data storytelling”, presenting quantitative and qualitative insights, visuals and narrative in a way that resonates with the audience.

Managed the Customer Reference Program for EMEA with the objective of driving leads, shortening sales cycles and increasing brand recognition. Recruited satisfied customers to act as brand advocates. Worked with customers to showcase their stories and managed the creation of innovative reference collateral such as success stories (customer testimonials and case studies), videos, infographics, podcasts, thought leadership material and blogs. Worked across the organisation and collaborated with Product Marketing, Sales, PR and Analyst Relations to prioritise, plan and deliver outbound assets. Worked with Account Managers to recruit customers to participate in: peer-to-peer reference calls; customer site visits; event speaking; and to speak with leading Industry Analysts. Other responsibilities included: reference request management; maintaining the reference database; training users on the reference database and how to effectively use reference assets during the sales cycle; presenting achievements to senior management; creating monthly newsletters to communicate new references to Sales and Marketing; amplifying customer stories on social media.

Managed the Customer Reference Program for EMEA South (France, Italy, Spain, Portugal and Israel) and EMEA Central (Germany, Austria and Switzerland). Responsibilities included: customer reference recruitment; managing customer collateral creation; reference request management; reference database maintenance; training database users; regularly communicating with stakeholders.

Managed the C-Level HVN Program (High Value Networking) for EMEA Central (Germany, Austria and Switzerland) and EMEA South (France, Italy, Spain, Portugal and Israel) to accelerate sales cycles within enterprise and new enterprise targets. Created HVN deliverables for Sales such as relationship organisation charts, news flashes, Account Based Marketing (ABM) newsletters and contact profiles. Conducted an annual region-wide Customer Relationship Analysis for Sales, looking at the quality and level of existing account relationships, creating a white-space analysis and individual improvement plans. Trained Sales on the value of HVN; co-ordinated customer meetings with the Executive Leadership Team at the flagship CA World conference; conducted "Sales win" interviews and created internal win stories.

Delivered actionable, auditable and granular reports for Sales Management as a member of the EMEA Customer Experience NetPromoter Program Team. Analysed 'likelihood-to-recommend' (LTR) data from NPS surveys, compared quarter-on-quarter and year-on-year and compiled into measurable and actionable reports. Gathered VoC (Voice of the Customer) information and helped close-the-loop by providing information on the changes the company had made in response to the feedback. In addition, created materials such as process flow, pocket guides, reference guides and management presentations for Customer Experience Managers to enable them to drive the programme, synchronise all departments towards one goal and encourage customer centricity in EMEA.

Analysed Sales Force forecast information from Product, Services and Education Sales for the UK Regional Manager, providing concise, coherent reports including: daily forecast tracker, funnel reports, closed deal reports, site visit reports, achievement vs quota, performance scorecards.