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Sample Publications


Live Chat: No Longer a Novelty: Online Strategies Magazine, January, 2010

Talking the Talk – Before the Sale: Destination CRM, October 2010

The Last Mile’s Easy, It’s the First Twenty-Five That Can Kill You: The distance race of today’s service providers, Pipeline, Vol 3, Issue 6, 2006. [Co-Author]

Vertigo Averted: The rock band U2 has achieved fanatical equilibrium, a delicate balance with hyper-devoted fans, Marketing Management, Chicago, July/August, 2006.

Recent Speaking Engagements


Customer Care in the Age of Instant Gratification, HDI, April 2012

The Benefits of Proactive Chat: ECMTA Summit, Las Vegas, April, 2010 [Intensive Workshop]

Fireside Chat: How Live Chat Can Fire Up Sales: Retail Marketing Conference, [Concurrent Session]

Is Live Chat Right For You: Internet Retailer Conference and Exhibition, June 2010 [Concurrent Session]

Work Experience


Director of Products, BoldChat LogMeIn, Inc. 2008 - Present | Wichita, KS

[Leading software provider for online collaboration and support]

Full time, regular employee

  • Successfully assisted Bold Software through the LogMeIn acquisition and remained on with the firm as business owner of the BoldChat brand.
  • Helped BoldChat to take advantage of LogMeIn scale resulting in ~50% top line growth during first year of acquisition.
  • Defined and evangelized product roadmap with both internal and external constituencies.
  • Interacted frequently with global thought leaders including analysts, consultancies, and media
Vice President, Marketing Bold Software, LLC 2008 - Present | Wichita, KS

[Provider of live chat software under the BoldChat name]

Full time, regular employee

Lead all marketing and PR functions

  • Led all marketing and PR functions
  • Managed ~$1,000,000 annual marketing/PR budget
  • Constructed integrated marketing plan and executed each component including email marketing campaigns, SEM, print advertising, display advertising, pay-per-lead programs, primary research projects, media/analyst relations, event marketing, and retention.
  • Total ownership over four website domains including several design overhauls.
  • Recruited, mentored and managed three direct reports.
  • Actively managed $5,000 to $20,000 in monthly Pay-per-Click spending.
  • Increased CTR for critical keywords. Drove down conversion costs.
  • Conducted organized search for PR firm. Succeeded in securing significant editorial coverage in key publications including The Wall Street Journal, The New York Times, Internet Retailer, Electronic Retailer, and Target Marketing Magazine.
  • Successfully positioned company as the voice of the market by conducting thorough research projects. Conceived and launched the Live Chat Comparison brand and website as integral part of this strategy. Result was the acquisition of large, enterprise-sized clientele, despite competition from well known market leaders.
  • Authored whitepapers, datasheets, press releases, product presentations, case studies, and all other collateral materials.
  • Analyzed customer base and launched retention communication programs which resulted in double digit click-through-rates.
  • Set-up company’s first primary research capability, launched multiple surveys, analyzed results, and implemented changes in-line with findings.
  • Requirements gathering/writing for multiple product offerings.
Founder, Lead Consultant The PMG Group 2004 - Present | Virtual Office

[Sole proprietorship consulting practice in the areas of general marketing, product management, & Internet Marketing]

Full time from 2004-2005, part time engagements thereafter

From small projects to extended engagements under retainer, I’'ve worked with a variety of clients across industries including software companies, social networking websites, B2B services firms, and consumer packaged goods.

  • Acting Vice President of Marketing for StandardAnswer.com – a social networking website launched in 1Q09. In charge of all marketing activity.
  • Began work with StandardAnswer.com in February of 2008, completing comprehensive requirements document and complex financial models. Helped structure model which ultimately secured first round of seed funding.
  • Carried the title of Director of Product Marketing during a longer term engagement for a telecommunications software firm. Developed an integrated lead generation strategy including Email marketing, SEM, opt-in lead nurturing, and telephonic qualification which modeled a 1068% Return on Marketing.
  • Responsible for the set-up, day to day management, reporting, and copywriting for two client’s Pay per Click campaigns and one client’s SEO campaign. Increased the CTR (click through rate) from .02% to 1.34%.
  • Authored press releases, newsletters, and blog posts for clients across industries. Extremely familiar with PRWeb’s distribution service.
  • Other deliverables have included a multi-touch market experiment across three test cells, direct mail campaigns, industry segmentation, total available market sizing, requirements gathering, marketing collateral generation, and brand strategy development.
Senior Project Manager Visionael Corporation 2005 - 2007 | Tulsa, OK

[Network management software manufacturer]

Total ownership over company’s entire product roadmap including positioning, MRD creation, and go-to-market planning.

  • Launched 2 new offerings which, combined, generated millions in new revenue.
  • Multiple speaking engagements at several industry events.
  • Authored print collateral, web pages, canned demos, and other deliverables for audiences including direct sales, partner sales channels, and customers.
General Manager, Texas Region Green Mountain Energy Company 2000 - 2004 | Austin, TX

[Nation’s largest retail provider of less-polluting electricity]

Directed a team of 6 for the company’s most profitable region, with complete decision making control over a $20mm EBITDA P&L.

  • Increased NPV per customer through continual monitoring of quality metrics.
  • Designed and implemented reorganization of customer enrollment processes, improving sales efficiency and making possible two new sales channels.
  • Initiated first in-house telephonic retention effort, which achieved pay-back in only two months.
Director, Customer Operations Green Mountain Energy Company 2000 - 2004 | Austin, TX

[Nation’s largest retail provider of less-polluting electricity]

Assumed leadership over ailing nine-person department with 24 hours notice at bequest of company President.

  • Transformed team through implementation of new monitoring processes, automated reporting, and group reorganization of workflow.
  • Improved billing timing and accuracy from 80% to 98% in six months.
Director, Brand Green Mountain Energy Company 2000 - 2004 | Austin, TX

[Nation’s largest retail provider of less-polluting electricity]

Complete brand ownership across multiple geographies.

  • Identified most profitable customer targets via a complex primary research segmentation initiative, reducing waste by $.30 for every marketing dollar spent.
  • Constructed first message map in company history and designed web-based coordination software which reduced time and errors in copy-review procedures by 50%.
  • Created an interactive brand training and change management tool rolled out as part of re-branding project including look/feel, voice, and logo development.
  • Managed $500,000 research budget and reduced cycle time from six weeks to five days with introduction of online customer lighthouse program.
  • Launched, from ideation, three new products, each exceeding sales targets.
Product Line Manager, Embedded Solutions Business Unit Tivoli Systems, Inc. 1998 - 2000 | Austin, TX

[Systems management software manufacturer, division of IBM]

Managed the product management function for this internal start-up venture.

  • Oversaw the requirements gathering, MRD creation, development turn-over to the Rome office, positioning, and launch of Tivoli’s first management software products for handheld computing and the cable TV industry.
  • Led, additionally, competitive analysis, trade publication relations, and sales training for these two industries, in addition to the retail POS systems and ATM management businesses.
Assistant Manager/Manager, Small & Medium Business Unit Tivoli Systems, Inc. 1998 - 2000 | Austin, TX

[Systems management software manufacturer, division of IBM]

Product managed and launched two software products for Tivoli’s first product line aimed at the small to medium business.

  • Created all competitive analysis and subsequently published kill-points, selling strategies, and re-positioning documents to the world-wide sales force.
  • Performed sales training presentations across the U.S., Australia, France, Germany, Japan, UK, Austria, and the Netherlands.
Manager, Business Development Tyco Toys, Inc. 1993 - 1996 | Mt. Laurel, NJ

[World’s third largest toy company. Purchased by Mattel.]

Acted as direct liaison to an international community of toy inventors.

  • Created the department’s first data-base to track submissions, and streamlining the product review process, cutting days out of cycle time.
  • Reviewed hundreds of new concepts annually, including Tickle Me Elmo.
Marketing Intern/ R&D Assistant Manager/ R&D Manager Tyco Toys, Inc. 1993 - 1996 | Mt. Laurel, NJ

[World’s third largest toy company. Purchased by Mattel.]

Directed all product development, including ideation, 2Ds, breadboards, control drawings, patterns, LL/WL models, deco, samples, and costing for the company’s oldest product line.

  • Invented The Haunted Highway during the same year that the product line broke a five-year break-even trend and contributed $2.2mm of net profit.

Education


Masters of Business Administration
Texas A&M University, 1998, Marketing concentration

Bachelor of Science
Boston College, Carroll School of Management, 1993 cum laude, Majors: 1. Marketing 2. Philosophy

International Education


Johannes Kepler University, Linz, Austria,
International Business Policy, June 1997

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