Gainsight

Principal Program Manager, CS and Community Strategy

inSided was acquired by Gainsight in January 2022.

Community Strategy Director

inSided

Sr. Enterprise Customer Success Manager & Community Strategist

wehkamp

Product Manager Customer Innovation

Sonos, Inc.

Sr. Manager, Digital Care

Global Community and Social Manager Customer Care

Social Media Manager EMEA

Online Community Manager

TomTom

Manager Online Support

- Manager of team responsible for self-care (support website and knowledge base in 19 languages), internal online support site and support forums
- Driving strategy for improvements to website usability, content management, community management and publishing processes
- Customer-facing Community Manager on forums, representing voice of the business online and the voice of the customer within the business

Team Lead Online Support and Community Manager

- Responsible for launch and management of the TomTom Discussions support forums
- Developed superuser engagement strategy to maximise peer-to-peer deflection (some users spending 70 hours per week online)
- Highlighted hot topics within the business, managing stakeholders at all levels (PR, PM, Marketing, etc...) to drive improvements and meaningful messaging back towards customers
- Delivered reporting strategy and was able to demonstrate measurable business results within first month after launch

Community Manager

- Applied project management methodology to succesfuly deliver three large online projects on time and within budget
- Managed project to re-design the TomTom support website from inception to deployment.  Worked closely with design and usability resources to realise vision for improvements.  Managed multiple stakeholders throughout the business to maintain alignment and pass key project milestones.
- Initiated project to deliver a support community and drove it to completion, with measurable business results.  Drove vendor selection process, delivered engagement strategy and managed all stages of the implementation (planning, design, development, testing, communication) up to the successful launch.
- Managed project to deliver internal support site for customer support agents.

Project Manager

Senior Content Analyst

Content Analyst

Copywriter

Community Relations Manager

Avena GDL

Technical Trainer

Over the past 18 years I have been building, growing and leading enterprise community and digital service programs at companies like TomTom, KPN, Sonos and Gainsight.  I've discovered my greatest strengths as a strategist, problem-solver, coach and mentor, and am increasingly certain that being human, honest and kind are the most valuable traits we can develop in our careers.  I'm passionate about sustainability and the importance of tackling the impacts of climate change and biodiversity collapse.  To educate myself further I recently completed the Climate Change: Learning For Action course from Terra.do. I'm always open to conversations with anyone interested in B2B SaaS communities or communities in general, as well as anyone who shares my passion for sustainability and the green tech sector.

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