I was tasked with implementing HubSpot Marketing, Sales and Service hubs for SunSource Homes in 2016.
- Solely responsible for onboarding to HubSpot, including initial data migration, setup of extensive, detailed, automated sales and service pipelines, detailed tracking and reporting of 50+ step installation process, set up internal notifications to keep customers moving through sales and installation process.
- Invited by HubSpot to be beta user, trying out new features prior to rollout to provide feedback and test.
- Invited by HubSpot to speak with product managers, sharing our use cases and feature ideas to help them evaluate customer challenges and needs as potential added features to the site.
- Creatively solved gaps in HubSpot capabilities such as devising ways to run real-time reports calculating ROIs (including a calculated profit margin) and linking it to campaign costs, including offline spends.
- Created a multi-level attribution model to provide additional dimension to HubSpot attribution reports by creating and auto-populating custom channels such as print, tradeshows, webinars, etc. This allowed for real-time, accurate revenue, cost and ROI reporting across channel, medium or campaign.
- Worked with outside vendors to facilitate smoother integrations with HubSpot, set up email parsers, etc. to auto-populate data, leading to fewer errors and higher efficiency of inbound sales team.
- manage, automate, provide safety nets for, and document internal workflows.
- send automated messaging to customers communicating regarding their installations.
- send targeted emails based on customer interactions with the website or marketing documents.
- Identified customer journey pain points and providing communications to explain parts of the process that could be frustrating to customers.
- Leveraged the HubSpot built-in customer surveys to take NPS score at various points, using data to head off problems before they grew.
- Utilized the HubSpot to communicate regarding regulation changes and customer advocacy efforts .
- Created customer service portal with commonly asked questions, that flowed issues into a pipeline with multiple workflows and statuses designed to track and ensure proper follow up and resolution.
- Trained sales on best practices for utilizing the HubSpot CRM.
- Created training videos to provide consistent HubSpot training to new employees.
- Set up chat bots and live chats for an alternative communication route for leads.
- Created playbooks for schedulers and sales teams, walking them through vital questions, prompting appropriate resources to send customers.
- Customized views, reminders, and required fields based on user role to ensure required information was easily accessible.
- Built pages, landing pages, and content, measured effectiveness, A/B testing, creating pillar content and more for SEO and inbound marketing.
- Implemented drip campaigns based on user activity and interaction with site, emails and documents.
- Utilized HubSpot tools to create, manage, and evaluate PPC ads.
In 1992, I was a peon at a company that designed cross stitch kits. One day, a designer quit and huffed out in a dramatic tizzy, leaving a pile of unfinished work behind her.
"Why don't you teach Emily how to do it?" someone suggested, and I was ushered into the wacky world of the creative professional.
"I can figure it out," became my mantra. Through the years I have braved mentoring by the quirkiest of personalities to learn the tricks and secrets of their crafts.
As a result, I've gained competence in multiple facets of communication. From writing and the art of language (my passion), to an array of of design software, to coding and back-end mechanisms of websites and other electronic mediums, I've developed skills that allow me to weave creative communications from concept to delivered product.
"Diversions" Columnist for the Kansas City Star
Since 2009, I've been a weekly featured writer on the Star's mommy beat. What started as a blog on the Mom2Mom website became a full-fledged column in 2011. Look for me every Wednesday in the '913' section - right next to the crossword puzzle. See some of my favorite columns.
Author of Oatmeal Family
My recently completed novel, Oatmeal Family, is spit-shined and making the rounds, trying to catch affection of an agent.
The Society of Seasonal Secret Keepers
Numerous articles on parenting, gardening, and fitness topics.
Copy writing for marketing materials, including products, services, and others.
Press releases, blogs, and social media, with focus on providing quality content to help build community around a product or service.
Logos, marketing collateral, websites, etc. See examples.
Content development and design of curriculum and support materials, including the Workbook, for The Grump Meter.
While I don't want to play favorites, I'm especially thankful to be working with these clients whose products and services have helped me be better at my most important jobs: being a wife and a mom.
The Grump Meter is a book and workshop series written by Lynn Kaufman and Janet Kaufman, dedicated to helping kids manage their anger. With their amazing drive to help others, and the sound advice they give parents, The Grump Meter has become more than a job, it's part of our family.
I am forever indebted to Grace Hobson, editor at the Kansas City Star, for all the encouragement and advice she's given me for my writing career. My column has served as a platform for exploring and addressing topics relating to family, friendship, personal fulfillment, and more.
Myrna Minnis, creator of the oogly kit, has brought magic into our everyday life, both with her wonderful classes unleash my kids' creativity, and her marvelous oogly toy that is a fun activity for us all.