Vu Doan Email & Phone Number

Chicago, Illinois, United States

Austin, Texas Area

* Build and manage the North American SMB Operations team, comprised of shared services specialists in tools and systems, quality assurance, client experience, training and development, process management, knowledge management, and content operations* Share performance goals with all sales program and service-delivery teams across SMB North America* Work in partnership with multiple internal and cross-functional teams across geographies to ensure program success* Understand gaps to design and iterate workflows and operational plans for large-scale solutions. * Track operational metrics and identify process improvements to deliver business impact

Austin, Texas Area

Austin, Texas Area

• Define business requirements and provide lifecycle management of detailed roadmap for community support solution enhancements• Manage cross functional projects with marketing, product, policy, content, and operations teams to continually improve and optimize the Community platform• Coordinate global support of Community forum by internal teams. Define and implement localization plans for community and portal capabilities

• Managed a cross-functional team of members in product marketing, eBusiness, design, customer support, corporate communications, information technology, business analysts, business intelligence, sales and R&D to execute internal and external community initiatives, product-web integration projects, and post-sales programs• Led a team that maintains and promotes the Groundswell award-winning NI Community of 202,000 scientists and engineers • Served as primary liaison between National Instruments and customers/vendors on Post Sales Community teams • Drove awareness and built relationships with key influencers by creating innovative, valuable eBusiness initiatives such as the “gorilla attack” recruiting campaign generating record event turn out by qualified candidates and the first ever web team booth at the annual user conference, interacting directly with customers, obtaining product feedback, and user testing new functionality • Developed training programs, goal setting processes, and performance review schedules for Project Engineers within the department to accelerate ramp up time, improve professional development skills, and provide objective measures for success.

• Managed the NI Community, an online community connecting users around technical support, best practices, and innovation; increased visits by 25% and user activity by 5% year over year• Initiated online community coding contest which doubled the number of customer-created example code online year over year, resulted in a record breaking number of code downloads for the year, and witness the highest performing month of activity for the year during the contest • Created and presented online and in-person training material for National Instruments employees worldwide to accelerate adoption of the company’s enterprise collaboration software platform

• Managed web platforms project roadmap and metrics dashboard for ni.com Products and Services programs • Led engineering design and development efforts for web platforms to uptake nearly 2,000 products into a new online shopping web experience, which increased page conversions of up to 31.45% and cart/quote activity of up to 11.8%• Redesigned Product Specifications Database to increase modeling agility, application performance, and diverse delivery options in order to scale and adapt to National Instruments’s complex and growing product offerings

• Managed web projects increasing the adoption of National Instruments hardware products within the online shopping experience by 68%• Implemented modifications to backend web database to improve team and stakeholder productivity by 66%• Translated customer needs into an improved online user experience, making major changes to naming conventions and categorization of our products and services online by influencing without authority throughout Marketing and Sales groups

• Developed skills in technical marketing , R&D product support, and technical sales through the National Instruments Engineering Leadership Program (ELP)• Instructed in-classroom and online training courses to develop the technical skill and product proficiency of NI customers and employees using graphical system design technologies• Implemented “ELP Draft” initiative to ease transition of new employees into support teams, promote team spirit, and celebrate specialty product groups; program is still running 5 years after leaving the department