Director of Customer Success
Director of Customer Success at Lithium Technologies
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Director of Customer Success
My role at Lithium Technologies is to help our enterprise clients provide blow-away customer care to their customers across the social web. I provide strategic counsel on best practices in social customer care and online engagement, and training/implementation on our cloud-based Lithium Social Web platform.
I also lead presentations and panel discussions on social customer care at events and conferences, having spoken recently at SXSW Interactive, the WOMMA Summit, BlogWorld NYC & LA, and the Social Media Club Dallas.
I am the founder of the Social Media Breakfast, and event-and-networking series for teaching, sharing, and learning about industry best practices. Our breakfasts began in Boston in August 2007, and have since spread to more than 50 cities around the world.
Specialties: customer service, social customer care, social CRM, professional speaking, content marketing, content creation, online communities, business blogging, corporate blogging, blogger outreach, podcasting, corporate podcasting
Lithium Social Web (formerly Social Dynamx) is the industry's first purpose-built social customer care platform, built to scale. The platform is designed for large enterprises and customer contact centers to identify, prioritize, and manage thousands of conversations across the social web.
As Director of Customer Success, I provide client strategy, and training/implementation on our platform.
The Social Media Breakfast is an educational and networking series that meets in cities and towns across North America. Each event brings together marketers, PR pros, entrepreneurs, bloggers, and podcasters for a morning of eating, meeting, sharing, and learning about social media.
I started the first SMB chapter, in Boston, in August 2007, and the series has since spread to more than 50 locations: http://www.socialmediabreakfast.com/smb-cities
As founder, I work with leading members of social media communities to start new chapters. I also coordinate discussions among existing organizers around best practices in organizing events.
Here are some of my recent appearances as a speaker, panelist, and moderator:
"Outsourcing & Offshoring Social Customer Service"
Austin, March 2013
"The Connected Consumer Transformation"
Customer Response Summit
Fort Myers, February 2013
"The Business of Social Customer Care"
Dallas Social Media Club
Dallas, August 2012
"The Facebook Customer Service Challenge for Brands"
Austin, March 2012
"Social Customer Care: What's a Brand's Role?"
Las Vegas, November 2011
WOMMA Talkable Brands Exchange
Seattle, September 2011
"How Brands Manage Customer Service Through Social Media"
BlogWorld & New Media Expo
Los Angeles, November 2011
"How Brands Respond to Facebook Attacks"
Austin, March 2011
"Why EdgeRank matters in Facebook marketing"
Austin Content Marketing Meetup
Austin, TX, February 2011
I was the social media evangelist for LiveWorld, Inc., a San Jose, CA-based company that provides moderation services and community programming on social networks for Fortune 1000 brands.
In my role, I explored the latest trends in social media marketing and I advised companies on best practices for driving meaningful online conversations and building stronger relationships with and among their customers.
My duties included:
- The online face and voice of LiveWorld, through a public presence on blogs, Twitter, Facebook, and Google+
- Lead blogger and editor for the LiveWorld corporate blog
- Strategic consultant to key LiveWorld clients
- Presenter and moderator at marketing and social media conferences
My particular areas of focus and interest included:
-- Facebook brand marketing, including News Feed Optimization and EdgeRank
-- How brands provide customer service through social media (social CRM)
-- Moderation and brand response, and their place in online community building
-- Content marketing and communicating with a "social voice"
My primary focus at Monster was producing career advice content beyond the standard text stories. I coordinated The Monster Podcast, serve as the community editor for Monster's message boards, and contributed to The Monster Blog.
I also worked to raise awareness of social media within Monster, evangelizing the benefits of wikis, podcasting, blog monitoring, blogger outreach, online social networking, presence applications, and RSS.
I was one of the organizers of the inaugural PodCamp Boston, held at Bunker Hill Community College and Harvard University from September 8-10, 2006. The event, which attracted nearly 300 participants, was the first in an ongoing series of unconferences for podcasters and other new-media enthusiasts.
I was also part of the organizing team for PodCamp Boston 2, which was held in October 2007.
I wrote and produced asynchronous, multimedia lectures for a five-week online course.
The lectures covered the following topics:
* Understanding RSS
* Blog monitoring
* Blog commenting
* Blogger relations and outreach
* Online social networks
The online course included step-by-step tutorials, a review of best industry practices, and case studies.
Conceived and organized (with three colleagues) a marketing unconference in the virtual world of Second Life.
Main areas of responsibility included promoting the event online and managing the invitation process.
* Managed web content for company’s benefits and plan sponsor websites
* Consistently meeting production deadlines (98 percent)
* Advised account executives and web team on SEO, website usability, and new-media strategies
* Built and maintained 100-page company website: http://www.bostonacademyofenglish.com
* Authored e-mail newsletters (including photos and audio clips) for prospective students
* Met and exceeded recruiting targets for part-time ESL and TEFL Certificate Programs
* Coordinated development of 175-page website targeting university’s international exchange programs
* Trained staff members to use and update Web-based publishing system
* Led efforts to ensure that website adhered to university’s accessibility requirements
* Worked on a team of five to deliver training sessions to Timorese journalists in web development.
* Helped launch database-driven, multilingual news website
* Led workshops teaching basic computer skills to Timorese youth
* Increased student enrollment for university’s international programs through on- and off- campus marketing and recruiting activities
* Coordinated administration of study abroad programs to Italy, Mexico, Puerto Rico, and Spain
* Built and maintained office website
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