Kevin Lau

#discussions - October 22, 2024 at 09:13 PM

This awards [microsite](https://www.adobeexperienceawards.com/?cgen=7RZ35Z7P&mv=other) was insanely expensive to custom build but it had the live streaming of the awards show, application process, analytics and judging scorecard all on it. If you need something light weight, the CAP awards used [jotform](https://www.jotform.com/) and it was pretty smooth from a judging standpoint when I went through it this year

#jobs - October 22, 2024 at 05:55 PM

Job posting took longer than expected but we're finally live and my team is hiring for a [program manager / ops lead](https://jobs.smartrecruiters.com/Freshworks/744000022111607-customer-engagement-operations-lead). Hiring locations include San Mateo, Bellevue, Denver, London

#jobs - October 01, 2024 at 05:14 PM

Please send me a PM and I can follow up with everyone that expressed interest. Apologies I’m also traveling the next few weeks in case I miss anything

#jobs - October 01, 2024 at 05:13 PM

New role opening on my team shortly for a Customer Engagement Program Lead - location options will include Seattle, Denver, London and possibly San Mateo. Job will be posted this week - just waiting on some of the backend paperwork to finish

#jobs - September 29, 2024 at 07:20 PM

@jennifer smart is it Cristina Melluzzi?

#jobs - September 29, 2024 at 07:19 PM

Send me a PM @Lauren Turner

#jobs - September 27, 2024 at 11:08 PM

If anyone is looking for a VP level Customer Marketing role, LMK - large ENT org experience will be required. Happy to connect you with the hiring manager who is establishing the function. The JD is also not even made yet but there's an opportunity to create what you want. Could definitely be a dream job for someone

#general - September 26, 2024 at 07:32 PM

We’re going through AOP right now. This is my approach: 1. What are the big bets we want to make tied to company okrs 2. What are the jobs to be done against those goals (lights on + new/different programs) 3. What are the current gaps from a people, process, tech cost to get us there 4. What is the ROI for any incremental $$$ with a valid business case (good, better, best breakdown)

#welcome - September 25, 2024 at 03:06 PM

Welcome friend!

#general - September 12, 2024 at 11:34 PM

Yes this is powered by base

#general - September 10, 2024 at 05:54 AM

Throwing some ideas down: • How to communicate your strategic value to the csuite • Org design • Designing your charter and expanding your remit • Internal stakeholder alignment and how to win over your biggest critics/skeptics • Hiring strategies

#discussions - September 06, 2024 at 10:37 PM

Can't believe that was 8 years ago

#discussions - September 06, 2024 at 09:50 PM

Here's a few - one from an adoption standpoint and the other from a post-sale flywheel - I've used both in presentations to explain it's a process that starts earlier in their lifecycle

#general - September 06, 2024 at 09:42 PM

FWIW I use discord for a collector community I run for comic con 🙂

#general - September 06, 2024 at 09:29 PM

Happy to tell you about our experience with Insided so far....

#general - September 06, 2024 at 09:27 PM

IMO it's not quite there yet but the alternatives from an ENT standpoint are also not great either. To Allison's point, lots of additional customization required for platforms like Khoro are a massive pain. Not to mention the integrations. I'll see you in 2035 when it's all complete 🫠

#general - September 06, 2024 at 09:21 PM

Would also avoid Gainsight Insided especially if you need something to support a complex micro community stack that Adobe has

#general - September 06, 2024 at 09:20 PM

I was just on Jerry Li's podcast - he's the ceo of gradual and happy to make an intro.

#jobs - August 29, 2024 at 08:24 PM

Jon Perera is a solid CMO - he referred someone to my team at Freshworks that we hired

#general - August 21, 2024 at 05:08 PM

A few ppl asked about org design - here's a template you can use as a jumping off point. One caveat I wanted to make sure to point out, there is no such thing as a perfect org chart - it's organic and grows in stages based on ebbs and flows within your company and incremental resources that become available. I've used this same framework as I built my own team over the years at various companies while also learning from peers. Happy to answer questions as they come up

#general - August 15, 2024 at 10:14 PM

This requires a lot of coordination and partnership with your martech and marketing operations team + acct teams that have to deal with the downstream implications of product updates, company changes, etc. We had to create governance councils to have oversight on content, comm channels - email, social, web, community etc, targeted and segmented audiences etc. It can be a goat rodeo especially when ppl think you need to blast your database for every comm under the sun. Eventually having a customer data platform or CDP can help drastically but a technology does not solve for people and process challenges

#general - August 13, 2024 at 05:57 PM

Remind me next week plz when I get back on Monday - still on pat leave

#general - August 13, 2024 at 05:44 PM

Happy to help - I can send you sample org charts on structure or give you current examples on how I built my team to 30 ppl

#open-share - August 02, 2024 at 06:12 PM

Congrats!!!

#open-share - July 12, 2024 at 09:42 PM

I remember meeting at the obsession event a few years back - you deserve the success and more!

#general - July 12, 2024 at 09:39 PM

Our normal CAB budget to host in Napa, Vegas, or Pebble Beach over the years was around $250k on avg - 3-5k per person

#lifecycle - July 09, 2024 at 05:24 PM

We're actively building it right now at Freshworks. This is basically what we did in the first 90 days - a lot of it is prework to identify what's needed to Val's point 1. Take inventory of existing programs / gaps 2. Conduct customer research to identify friction points and understand what you're solving for e.g. churn, adoption, onramp to expansion 3. Create a proof of concept of what you can realistically accomplish chunked down in quarters and 1H/2H - leadership likes seeing things in 90 day increments if possible 4. Map out to your leaders what resources you need to get to your destination 5. Roll out your POC and iterate (we are in this stage right now)

#open-share - July 02, 2024 at 07:44 PM

WRT to ENT orgs that are highly matrixed, if you can still make the case of reporting to a functional area that cares about the customer holistically vs. one side of the journey, it makes a world of a difference. For example at Adobe, we made the case for establishing a COE around lifecycle and retention - that didn't exist previously before the Marketo acquisition so we brought that thought leadership to the org

#general - June 25, 2024 at 03:32 AM

Congrats!!!

#open-share - June 20, 2024 at 05:38 PM

Hey Jennifer - count me in. We are Insided customers and the team has plenty of feedback...

#general - June 19, 2024 at 05:10 PM

I’ll say it again - There’s Something About Mary! You are the epitome of a selfless leader and have provided so much for this space. I am glad you are prioritizing your needs. In the interim - I bet there would be folks here that can help you manage the discussions and webinars as you look for a buyer

#jobs - June 13, 2024 at 06:02 PM

Potential role coming up soonish - head of community at Adobe

#general - June 12, 2024 at 08:18 PM

we had 2 other scoring rubrics but they were more specific to the product offering - e.g. multi testing attribution models, personalization, AI etc.

#general - June 12, 2024 at 08:15 PM

One example - we build an entire microsite for the scoring but you can easily make this in a google sheet or excel

#general - June 07, 2024 at 08:44 PM

If it helps, and you want anything on how to grow your remit and charter, navigating the ent, and making the case for investment in your team and resources LMK

#general - June 05, 2024 at 07:48 PM

How do you plan for world domination?

#general - June 04, 2024 at 07:07 PM

New Director of Community Engagment role is LIVE in #jobs

#general - June 04, 2024 at 07:07 PM

If it's helpful, I'm happy to jump on a call and show you what we are building - it's very much in build mode but Im leveraging a lot of the frameworks and initiatives I've ran at other companies

#jobs - June 04, 2024 at 07:05 PM

And we're liveeee - I'm hiring a Director of Community Engagement to lead our overall Community strategy. Reporting to me directly, this role is pivotal to unlocking the customer-led growth flywheel. Hiring locations include: SM: <https://smrtr.io/kMxR_> Bellevue: <https://smrtr.io/kMCbD> Denver: <https://smrtr.io/kMCbY>

#lifecycle - May 29, 2024 at 02:06 AM

DM me your emails

#general - May 28, 2024 at 06:32 PM

FYI - I'm working on getting a Director of Community role (NA) posted this week and 6 other positions. Will post them in #jobs once live

#random - May 20, 2024 at 08:59 PM

happy to - every time I start a new job or expand my team's remit I go through this same process

#random - May 20, 2024 at 05:54 PM

Creating shared goals and outcomes cross-functionally definitely helps to create bridges that drive deeper alignment - this makes all the difference in how we are perceived as tactical vs. strategic and how we raise the bar - I'm doing this right now with my team. There's also what I'll classify as the "business acumen" side of the equation that helps tremendously when being perceived as "strategic" - it's how we tell our story to exec stakeholders and influencers, position our value and align our goals with the org and ask for resources. As we move farther up in seniority, this ends up being 90% of the job and we need to hire exceptional leaders and practitioners in CMA to help us scale and grow

#lifecycle - May 03, 2024 at 12:56 AM

Happy to give you my entire 90 day plan for my org

#announcements - April 26, 2024 at 09:07 PM

Reach out to Pascale and she can show you the page

#general - April 25, 2024 at 07:44 PM

we support pretty much all the various review sites from the typical G2/TR/GPI to Capterra, Trustpilot etc. bc we have a large SMB, COMM footprint

#general - April 20, 2024 at 02:28 AM

I’ve been to the Vegas ones - the first one was small but they did get better

#general - April 17, 2024 at 02:02 PM

we have ours next week and can share our approach

#jobs - April 16, 2024 at 09:38 PM

Another job posting: my team is hiring for a Customer Marketing Specialist based in San Mateo, Seattle, or Denver - feel free to use this link to apply to any location. It will get routed on the backend: <https://www.linkedin.com/jobs/view/3902952611/>

#general - April 16, 2024 at 07:07 PM

near an office or in some cases the roles are remote in IN where we have a large infrastructure