Director of Customer Enablement
My primary role was to own the experience of the customer from before the time they contacted Cloudentity through prospect and finally delivery. This required a unique mix of skills:
The role of product evangelism includes a mix of demonstrating the product as it stands today while developing use cases and tutorials for ways the product could be used in the future. While we often think of Evangelism as an outward communication, it was also important to communicate these same use cases to the engineering team and other business stakeholders to provide insights into the customer experience with the product.
Language/Product Fit Management
While the actual deliverables are comprised of technical tools, it is imperative to align technical language to the concepts and language analysts such as Gartner or KuppingerCole. By working with the leadership and engineering teams, we were able to gain traction with the analyst community and develop new strategies to attract customers.
While a small organization, there was an ongoing need to manage systems that integrated into the customer pipeline. Tools included:
- CRM: Hubspot and Hubspot Developers
In addition to CRM tools, I managed an integration into a self-service demo which included signup from the Wordpress driven marketing site, activation and tracking progress of prospects using the demo.
- Support Tools: Zendesk, Jira and more
Supporting and escalating customer issues was primarily managed through Zendesk – adding tools to set customer expectations based on contract details, integrations to Jira to aggregate bug management and time tracking, and additional live chat integrations with Slack allowed a seamless process for customers and easier tracking for back office accounting.
- Documentation Management Tools:
With technical documentation in markdown language in github but a wide range of communication requirements, projects includes continuous integration publishing for technical documentation while supporting print and legacy marketing systems such as Wordpress.