Portland, Oregon Metropolitan Area
I like to live at the intersection of compelling communications, data-driven content, and social good. Experienced in leading documentation initiatives, knowledge management, technical writing, and breaking complex topics down into accessible information. I'm passionate about empowering customers and equipping teams with the information they need, when they need it. I also broil a mean crème brûlée.
Building out Cash App Customer Operations’ long term support content strategy, knowledge management, tools, and team in partnership with CCO leadership and business partners. - Launched and manage CMS and KMB, collaborating with designers and engineers to build dynamic content environments and libraries - Established and lead a team of content creators. - Develop strategic plans for Cash App's customer support content and knowledge management - Implemented audit, governance, and review processes for the content ecosystem, working with subject matter experts including product, designers, legal, compliance, risk operations, and frontline customer success teams - Designed content responses for macroeconomic and sensitive security events, coordinating with senior executives in PR, Brand, Product, Counsel, and Operations to deliver online help sites, FAQs, issue resolution steps, macros, scripts, and communications for customers and internal teams - Introduced Cash App Style Guide in partnership with brand, marketing, ux, internal communications, customer success, and operations teams - Partner cross-functionally to address support content and knowledge needs for new product features and updates, including milestone launches for Bitcoin, Taxes, Identity Verification, and Families, - Collaborate with support product, machine learning, and advocate experience teams to create, launch, and improve self-serve solutions for knowledgebase in CRM, and customer-facing support content for in app, web, and Cashbot - Own internal communications strategy and tooling for product feature and process launches, using change management principles to equip customers and operations teams with the right information at the right time
- Hire, lead and develop a team of 5-8 creative Content Managers, who build a portfolio of events and tailored content for technology executives, including CISOs and CIOs. - Lead strategy for information security content and serve as internal brand expert for information security events, a vertical responsible for generating approximately $20m in annual revenue. Work closely with the VP, Sales & Community and Portfolio Managers to align sales, content and customer goals. - Present and report on strategy to ELT. - Serve as liaison to Marketing and Digital and Development teams, informing the creation of messaging and user experiences that speak to executives, and develop internal processes (editorial calendar, content management systems & requirement scoping, project timelines, training, workflow, internal templates and tools) to deliver on tailored content and offerings. - Manage content speaker budget for all North America CISO Executive Summits
- Develop tailored content for a portfolio of events for C-level executives, including CIOs, CISOs, CHROs, and CMOs, successfully leading 9-11 Executive Summits per year each with individual revenue goals ranging from $150,000 to $950,000. - Through executive recommendations and research, identified and negotiated with authours and thought leaders to speak at events, and maximize content budget. Served as speakers’ primary point of contact and provided exceptional customer service and coordination with bureaus and executives. - Developed marketing content to enhance overall marketing and sales strategy, including monthly blogs for the newsletter in collaboration with top tier sponsor organizations, interviews and Leadership Profiles of C-level community members, and managing the social media editorial calendar. Co-created content for department onboarding L&D platform.
• Craft dynamic content, case studies, and social media collateral around applications and community-client success stories, and provide an exceptional customer experience on social media platforms. • Built new metrics benchmarks and reporting process for social media engagement and lead generation. • Develop and lead internal and external marketing plans – including campaign content and launch timeline, promotional assets for applications, and coordination with external contractors. • Use Salesforce Pardot and Google Analytics to identify, generate, and track leads and site traffic via email marketing, social media promotion, and paid advertising, and improve SEO. • Create and lead webinars and assemble app product pitch presentations for prospective clients. • Work closely with clients and project managers to develop messaging, and graphics around cause campaigns and Corporate Social Responsibility initiatives.