Tom Chiang Email & Phone Number

Atlanta, Ga, Us

San Jose, Ca, Us

Responsible for customer advocacy of Cisco Security business unit• Spearheaded the creation of a global customer advocacy program for Cisco Security, generating 95 customer stories, 148 acts of advocacy that influenced $103 million in closed wins and contributed to over $70 million in pipeline growth.• Influenced $15 million in ARR for Duo upsell campaign by integrating customer advocates into the webcast series.• Influenced $3 million in ARR for Duo/Umbrella cross-sell campaign integrating customer advocates and stories.• Led the development and execution of a global advocacy program with NFL, the USGA, and global brands like Vodafone and Cintas, aligning customer success with brand storytelling.• Partnered with the Analyst Relations team to support analyst requests driving an improvement for the Firewall product to be in the Leader category.• Played a critical role in the product launch of Cisco XDR, converting 20 beta customers into advocates within six months through targeted outreach and engagement strategies.• Launched a third-party review program – Trust Radius Top Rated 2023 Award for Duo and PeerSpot 2023 Tech Leader Award.• Collaborated closely with product, sales, and marketing teams to ensure alignment of customer stories with strategic business goals and product messaging.

Atlanta, Ga, Us

Influence $4.2 million of potential revenue by developing a customer advocacy program for a new software solution.Manage the 2020 NPS communication program, which resulted in a 65% increase in YOY customer participation.Develop global case study framework; Web form conversion rate over 30% due to customers’ faster ability to locate studies and use case examples.Leadership of customer advocacy program led to 30+ reference customers in less than six months.Spearhead a customer marketing campaign that resulted in $7.7 million in additional pipeline revenue. Provided the sales briefing, product training, and customer services training.Lead the Expert Bar program at the annual global customer conference that contributed $2.2 million ACV and an additional $8.6 million into the pipeline.Launched a global customer newsletter to enhance more product awareness and service content with open rate of 31% and 3% unsubscribe rate. Designed and launched Secureworks.com/Listen website to elevate the value perception for customers and improved the Net Promoter Score by more than 7 points over same period last year. Global lead for Secureworks as part of Dell Technology’s “Let’s Make It Real” global campaign team.Global lead for the global sponsorship / branding program with the McLaren F1 team.

Atlanta, Ga, Us

Accelerated the sales pipeline of the Enterprise Threat Intelligence Product by 150%.Improved sales pipeline by over $2+million ACV for VMS service.Designed and updated new data sheets, solution briefs for sales enablement.Developed and supported product training for sales and operations teams.Engaged customers through quarterly customer webcasts and roadshows to educate on service offerings and capabilities.

Atlanta, Ga, Us

Launched the new Secureworks Mobile App with 54% of the active global user base installing the app in under 90 days, and Net Promoter Score improved by more than 9 points.Introduced the new Client Portal with new promotional and training videos, web and sales enablement content.Served as a customer advocate on the product management, product marketing and customer operations teams by sharing customer experience research and ensuring that all teams addressed the needs of the client. Mobilized cross-functional team across Sales, Marketing, Field Sales, Product Training and Product Management to ensure effective go-live for product launch and ensured the product specification and messaging were coordinated among all the departments. Lead and manage product roll-out with developing marketing plan and scope, budget management for third party vendors, and internal/external communication strategy.

Atlanta, Ga, Us

Built the brand identity of UPS Mail Innovations, an $850 million dollar postal product, with growth of over 300% in the past 5 years.Mentored and developed 9 customer support specialists supporting 70 global account executives as well as the customer service call center.Launched the successful implementation of the Online Billing Center that resulted in a 237% increase in accounts sign up and reduction in overall printing costs. Directed the product rollout plan for WorldShip shipping software that resulted in an increased in customer revenue by 130% within 12 months. Created a marketing plan for the Postal Returns product launch, including the design of the product definition, sales briefing, marketing strategy, and customer service training content.Improved the content marketing strategy with postings in Compass and Mail System Technology magazines to increase brand awareness of the Mail Innovations product to UPS customers at 95%.Designed a cross promoting program with Skull Candy Headphones for the Internet Retailer Show with a new listening booth, product giveaways, and social strategy that acquired $56,753 in new revenue.Expanded the presence in the retail sector, and gained 40% of the Internet Retailer Top 100 list as clients.Analyzed marketing intelligence, customer feedback and industry trends to identify market growth opportunities.Created short and long term marketing strategy to target specific industries and customer segments to drive awareness, increase customer retention and loyalty. Authored a customer service training program to enhance customer experience and brand perception

Atlanta, Ga, Us

Provided marketing communication and sales analysis support for the sales team.Analyzed the data processing and report generation for monthly sales analysis, and quarterly business reviews to provide intelligence for sales and marketing strategies.Created the complete redesign for UPS Mail Innovations microsite and resulted in 125% increase in web traffic. This includes developing a communication strategy, website framework, user experience and increasing consumer awareness of the Mail Innovations brand. Served as a liaison between UPS and multiple agencies for both copy and graphic design.Managed the rollout of a communication program for the annual Postal Rate Increase to 3,000 customers.Developed a quarterly survey program to have a better understanding of customer behavior that led to a new initiative to enhance our package tracking capabilities online.

Atlanta, Georgia, Us

Chopstix for Charity was established in 1997 through the collective efforts of various Asian-American organizations in Atlanta, including the Organization of Chinese Americans (OCA), the Japanese American Citizens League (JACL), and NAAAP Atlanta.

Kennesaw, Georgia, Us

Directed program operations for 75 Chinese government officials enrolled in Masters of Public Administration programEstablished and maintained relations with local corporations, government agencies and community groups.Created training in cross-cultural communication, intercultural learning and adaptation.Developed events such as corporate exchange conferences, speaking engagement, cultural training seminars.Managed all logistical and operational issues to domestic travel and local community engagement.

Seattle, Wa, Us

Product Marketing

Master Of Business Administration - Mba - Magna Cum Laude, Marketing

Bachelor Of Science, Communication