Bingham Canyon, Utah, United States
20+ Years IT Services, Training, Project, and Program Management Experience with an emphasis on Customer Success!
The Nexthink Customer Advocacy Manager plays a pivotal role in cultivating a vibrant ecosystem of enthusiastic customer advocates who amplify the value and impact of the Nexthink platform. This involves proactively identifying and nurturing strong relationships with satisfied customers, understanding their unique journeys and successes, and empowering them to share their positive experiences with the broader market and prospective clients. By designing and executing comprehensive advocacy programs, the Customer Advocacy Manager creates avenues for these advocates to connect with each other, participate in content creation such as case studies and testimonials, and engage in peer-to-peer interactions with potential customers. This role necessitates a collaborative approach, working closely with Marketing to develop compelling customer-centric content and manage its distribution across various channels, as well as coordinating customer involvement in marketing events, user groups, and webinars. Furthermore, the Customer Advocacy Manager serves as a crucial conduit for customer feedback, diligently gathering insights to inform improvements in Nexthink's products and services and acting as an internal champion for the customer voice across different departments, including Product, Sales, and Support. Ultimately, the success of the Customer Advocacy Manager is measured by their ability to build a strong and engaged advocate community, contribute to positive brand perception, and demonstrate a tangible impact on business growth through increased customer referrals, improved sales enablement, and enhanced customer loyalty.
• Project Management and Coordination of SMB to Enterprise customer facing Technical Implementation projects across multiple product lines in the IT Asset Management, Service Management, System Management and Security Management verticals and across private, public, and SLED/Federal sectors in the Western United States and Canada. • Managing between 50 - 60 active projects at any given time utilizing the Ivanti Project Management methodology engaging both waterfall and agile practices with an emphasis on Ivanti’s Guiding Principles. • Work directly with Area Services Managers, Sales (including Sales Engineers), Inside Sales, Professional Services, Customer Success Management, Channel Management and Training Departments to ensure proper quoting, sale, Project Planning and successful outcome- based delivery of professional services. • Key member of Tiger Team identifying and developing SaaS processes for Ivanti where it relates to internal education, Professional Services, Customer and Partner communications, etc. • Partner Project Manager for Western United States managing all outsourced projects for Western Regions. • Created Standard Operating Procedure for Partner Outsourcing. Helped design, implement, and test the current Work Order creation tool that is being used in Financial Force.
• Scope training plans for customers/meet special needs of customers including handling the scheduling and scoping of all private training. • Manage the calendaring of training - Strategize on the frequency of training and what classes to teach and when and who should teach them. • Manage and report all financial reporting for training, report and manage all training backlog. • Development and management of all tools used in training including our registration and calendaring tool, exam website, Financial Force Scheduling, and Sales Force reporting. including the creation, development, and management of the current Training Registration Tool and its integration with Salesforce. • Assist with the development of new courseware materials and exam updates and development of self-paced training materials. • Managed departmental preparation for the Ivanti Interchange technical event annually including technical requirements for our team, coordination with the event planners, Course design and preparation for technical instruction, and customer relations for the event.
• Coordinate Professional Service Projects based on Region for approximately 15 Services Sales Representatives and the Professional Services contracts won for Symantec. • Statement of Work Creation, working with Scheduling Manager, updating reporting tool with all documentation regarding project, timekeeping for project completion, and invoicing. • Worked closely with Professional Services and Sales team to ensure that projects stayed on task and were billed correctly. • Managed expenses for each consultant engaged on a Professional Services contract.
• Coordinate 25 + projects per quarter from proposal phase to completion of production. Projects under my coordination totaled $200K-$500K + in revenue each quarter. • Coordination included client advocacy to make sure client needs are met, coordination with development team to ensure timeline and budgets are met, creation of timelines, running of budget reports, collaborating constantly with the Project Manager to ensure that project remains on track. • Ensure that all project documentation was uploaded to the Vérité Project Management System as well as completed project items that were delivered to the client for their review. • Kept Verite’s website up to date with all new completed projects and press releases handling all advertising and management and circulation of new ad campaigns.
• Assistant to Knowledge Engineers. Duties included proofreading deliverables (contracts, appropriateness testing, etc.) creating profiles for software testing on Sterling’s Financial Virtual Advisors, travel arrangements, filing, scheduling conference rooms and conference calls, mailings, and any other duties as required. • Assistant to Software Design and Development department. Duties included building test cases, tracking deliverables, travel arrangements, filing, scheduling conference rooms and conference calls, mailings, and any other duties as required. • Established internal training program with SmartForce. Responsible for coordinating, setting up, training, and administering the training program. • Organized and set up Dale Carnegie Leadership training for Sterling’s managers.