Sarah Hums, Ms-Cxm Email & Phone Number

Boston, Massachusetts, Us

San Francisco, Ca, Us

San Francisco, Ca, Us

As the Director of Customer Lifecycle Strategy for our Success at Scale team, I lead a team of Lifecycle Managers that develop strategies for digital, at scale programs to drive the following in our DocuSign base of 1m+ customers:1) time-to-value 2) consistent product usage 3) feature adoption 4) use case expansionOur team is accountable for increasing product usage and driving retention in our VSMB, SMB, and MidMarket customers. In my role, I champion the use of data and insights about customer health and condition to drive effective, personalized, point-in-time interactions that drive customer outcomes.

Austin, Texas, Us

As Director, Customer Success for Oracle SaaS, my focus is on helping our organization make the leap from traditional to programmatic and digital based customer success. I lead a team of customer experience strategists, designers, developers, digital program managers, and marketers whose number one job is to transform a 1:1 customer success model to a “digital first” / 1:Many model. We keep the customer as the heartbeat of everything we do, and programmatic thinking as the nucleus. My team is accountable for the design, development, and deployment of several key elements of Oracle’s free Platinum level SaaS services, including digital success planning, proactive lifecycle based nurture campaigns, community based customer success programs, and the overall digital experience brand for this service offering. We collaborate globally to help drive digital transformation that is anchored in the following principles: 1. Proactive2. Persona-based3. Data-Driven4. Brand Unifying5. Oracle-Stack PoweredNotable Team Accomplishments:- Launched automated welcome nurture campaign for all new logo Oracle NA SaaS customers, powered by Eloqua, to kickstart their adoption journey- Led brand development effort for new Oracle SaaS Support Services offering, launched in summer 2018 (Oracle Destinations)- Contributed to cross functional effort to develop Oracle LaunchPad free introductory training solution, launched in summer 2018- Created a single, branded, consolidated digital entry point page for SaaS customers to access free Platinum level resources available with their subscriptions- Led launch and ongoing awareness activities for new Platinum level services in collaboration with corporate PR, social, and content teams- Created business requirements and wireframe for single, global customer portal- Created service charters and blueprints for proactive customer lifecycle/enablement programs, reactive service experiences, and digital self-service success planning

Austin, Texas, Us

As Senior Manager, Customer Success at Oracle Marketing Cloud (OMC), I lead a team of Customer Success Specialists responsible for providing guidance and advocacy to our North American SMB customers. Our goals are to drive customer adoption and platform "stickiness" so that customers are always uncovering more value, always want to renew, and always want to expand their use cases and investment in our platforms and services. I am responsible for establishing our delivery of global customer success, at scale. This includes designing the plan for people, processes, programs, and platforms required to scale customer success. Our goal is to create a customer experience that combines 1:1, 1:Many, and Many:Many touchpoints to guide the customer at each stage of their journey. My team's mandate is to create the best 1:Many/scalable customer success model in the world.Notable Team Achievements:> Launched OMC's first "Hub" in Toronto: Implemented a team-based/pooled approach to Customer Success> Implemented/utilized Oracle products to power the OMC customer experience (Service Cloud for knowledge base and incident management and Eloqua for automated 1:Many campaigns)> Created a prototype for automated account health scoring model and toolset> Developed OMC's global blueprint for launching a pool based Hub which is being applied in EMEA, LATAM, and JAPAC regions> Developed the post-sale customer experience service blueprint and long-range roadmap for 1:many and community-based customer success> Established the required staffing model and operating model for OMC's Hub to drive scalable proactive and reactive customer success services> Created OMC Hub Global Operating Process Manual and Onboarding Guide> Migrated 400 existing customers from dedicated CSM model to pooled CSM Team model> Launched new Customer Welcome & 1:Many Orientation Program> Designed & roadmapped 0-90 automated New Customer "guided journey" campaign

Austin, Texas, Us

As Sr. Manager, Service Design for Oracle Marketing Cloud Customer Success, I lead a service design team that creates and packages repeatable customer experiences and programs for Oracle Marketing Cloud customers. I oversee the design methodologies required to create consistently high quality, high value services to help our customers accomplish their objectives and adopt their purchased solutions. The services we design allow our customers to see faster time-to-value from their marketing technology solutions, and our customer success organization to drive renewal and account expansion opportunity, at scale. - Led user-centered design approach for prototyping and launching a one-to-many, self-guided adoption service, which helps customers progress in solution adoption while reducing reliance on person-based services ("customer success at scale")- Conceptualized design principles and prototype, and led design execution for the global Oracle Marketing Cloud Success Program, a set of complimentary customer success services designed to promote customer adoption, renewal, and upsell.- Established the Oracle Marketing Cloud's first Service Design team; led this new team to complete the design and launch of 65+ new services in its inaugural year.- Re-engineered the customer experience for four strategic services marketing workshops delivered by Oracle's global strategic services consulting team; led team of designers in design and transition of services to global delivery teams.- Facilitated strategy workshops with Customer Success leadership to determine short and long term enhancements to the OMC's global customer onboarding process; led the re-engineering of onboarding processes in EMEA, APAC, and North America.- Conceptualized and led team in development of Customer Success Playbooks, bringing consistent approaches to remediating critical accounts, onboarding customers, renewing business, and encouraging adoption within Customer Success.

Austin, Texas, Us

As Program Manager for Service Design for the Oracle Marketing Cloud Success Program, I lead our efforts to develop empowerment and enablement services for customers using Oracle's marketing technologies. Understanding what makes our most successful customers successful is where I begin. From there, I build programs, content, and tools that can be used by our Client Empowerment Team to facilitate hundreds of facilitated conversations with customers each year. I manage these projects from initial concept to training, rollout, and promotion. My focus is on developing highly valuable, customized engagements for the customer while improving efficiency and consistency of delivery by our customer empowerment advisors.

Austin, Texas, Us

As a Marketing Subject Matter Expert, I spend my days absorbing the latest and greatest in modern marketing expertise, and developing programs, content and tools to help enable the best marketers in the world at Oracle | Eloqua. With a keen focus on the emerging practices that help marketers travel the journey to marketing maturity, I help them keep an eye on what's important - results. I work closely with our world-class Marketing Experts team as they empower and inspire customers to achieve undisputed marketing success.

Austin, Texas, Us

As a Modern Marketing Expert, I help increase the adoption of proven marketing best practices by Oracle Eloqua's customers. I am an advocate for customer success and a trusted advisor for my clients, helping them get the most from their marketing automation investment and prove marketing's contribution to revenue. By helping align marketing automation strategy and tactics with organizational objectives, I help customers improve their marketing maturity and transform into modern marketing experts themselves.

Cincinnati, Ohio, Us

Responsible for the formation of a marketing automation function, including the selection and implementation of Eloqua. Completed several key foundational projects after year one of implementation such as: Salesforce/Eloqua integration, design and implementation of lead scoring, reconfiguration of global process for lead workflow, global definition of buyer stages, and development of divisional marketing dashboards.

Cincinnati, Ohio, Us

Responsible for the planning, execution, and evaluation of all strategic business-to-business marketing plans for company’s higher education technology solutions. Duties include strategic planning, maximizing marketing budget to best achieve divisional objectives, and direct and indirect management of internal and external marketing support resources. Responsibilities included: strategic market planning and analysis, positioning, segmentation, market research, public relations, advertising and media planning, lead generation, direct marketing, Web site design and management, sales support, client services support, vendor management, live and online event planning, online search marketing, and e-mail marketing.

Weston, Ma, Us

Responsible for planning and executing all company marketing and communications initiatives, including direct mail, e-mail marketing, press releases and internal publications. Provided sales staff with collateral and strategic campaign guidance. Directed all written and printed communications, including national in-school presentation scripts, Web content and internal communications. Managed day-to-day operations of the marketing, communications and program development staff.

Master Of Science - Ms, Customer Experience Management

Bachelor Of Arts (B.A.), English Language And Literature/Letters