Summary
Overview
Work History
Education
Skills
Timeline
Generic

KATIE JONES

MILTON,Canada

Summary

With a proven track record at PathFactory, I excel in strategic thinking and relationship building, driving operational improvements and fostering high-performance cultures. My expertise in process development and collaborative projects has significantly enhanced company-wide efficiency and customer satisfaction, showcasing a blend of hard and soft skills essential for leadership roles.

Overview

12
12
years of professional experience

Work History

Chief of Staff

PathFactory
11.2023 - Current
  • Collaborate with the CEO and executive team to provide strategic counsel, gather information, and present insights to aid decision-making.
  • Challenge the CEO's proposals and conclusions and provide guidance on focus areas and formulating actionable recommendations.
  • Lead high-priority projects, ensuring timely execution, coordinating resources, and managing project milestones.
  • Implemented data-driven performance evaluations, leading to an improvement in employee accountability and job satisfaction and progress toward achieving company objectives.
  • Oversee executive team and company-wide meetings and communication, acting as a proxy for the CEO, to align the organization with the executive team's vision.
  • Guide the organization through periods of change, providing guidance to teams as they adapt to new processes, strategies, and initiatives.

VP of Customer Success

PathFactory
10.2021 - 11.2023
  • Led a team of 39 individuals from the Customer Success, Customer Implementation, Solutions Architect, Customer Marketing and GTM Operations teams whose combined goal was to increase adoption of PathFactory, increase retention, increase upsell revenue and overall satisfaction of the platform.
  • Supported the team to drive success with the current software as well as new product lines, contributing to significant growth in sales.
  • Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
  • Introduced process improvements across the Customer Success team by introducing tiered support levels based on the size of company and package purchased that reduced operational costs while maintaining high-quality standards for our customers.
  • Implemented a Customer Health/ Churn Prediction Methodology to indicate and reduce churn resulting in saved revenue. This was based on platform utilization metrics, business value and customer sentiment.
  • Hired and managed employees to maximize productivity while training staff on best practices and protocols.

Director, Operations

PathFactory
08.2019 - 10.2021
  • Applying skills from a variety of my previous positions: strategic, technical and marketing focused, my main mandate is focused on establishing processes, documentation and other resources to engage, educate and enable both employees and customers alike throughout the customer maturity curve
  • Sales – utilize my breadth of knowledge at in-person networking events with our CEO to establish key relationships with executives and influencers to drive PathFactory interest in the market as well as supporting the team on opportunities as needed
  • Customer Success – established a customer success playbook to ensure consistency throughout the customer lifecycle, proving value at each stage to ultimately reduce churn
  • Partnerships and Alliances – leading this initiative I have built the program to drive success with strategic alliances like Adobe, Oracle, 6sense, etc
  • Product Management: specifically focused on analytics for the entire product suite to ensure we are surfacing the most impactful information for our customers in our analytic
  • Increased customer satisfaction by actively addressing concerns and ensuring timely resolutions.
  • Spearheaded continuous improvement projects, resulting in enhanced business performance.

Solutions Architect

PathFactory
01.2018 - 08.2019
  • Utilized my expertise in marketing, technology and strategic thinking to support customers in the sales cycle, through their implementation of the solution and throughout their lifecycle to get the best results out of the PathFactory Solution
  • Supported our sales team to understand the technical solution required for the prospect to drive success, effectively communicate that back to the prospect both in word and action and work directly with them when they became a customer to make that a reality
  • Worked closely with our customer success team to technically onboard new customers, drive strategic conversations and consult on our customers campaigns to drive the best results with PathFactory
  • Supported and translated client problems into scalable solutions that integrate into our customers’ related marketing technologies (marketing automation platform, CRM, BI tools, etc)
  • Wrote implementation and strategic customer facing documentation to build up the knowledge base and further enable customers

Marketing Manager

Dyson Canada
06.2016 - 01.2018
  • Executed multi-channel marketing campaigns from brief to launch for the consumer and professional segments
  • Built Canadian specific lifecycle campaigns for Dyson products to foster and maintain a lifetime relationship with owners and prospects increase customer value, loyalty, advocacy, repurchase and revenue generation
  • Implemented a revalidation program to ensure full compliance with legal and regulatory requirements regarding consumer data collection and usage
  • Analyzed and interpreted information from multiple data sources (customer databases, Google Analytics, Business Intelligence tools, etc.) to maximize campaign effectiveness

Marketing Manager

BlackBerry Limited
02.2013 - 06.2016
  • Primarily focused on strategizing and executing integrated B2B marketing programs to generate inquiries and drive leads through the marketing funnel resulting in a conversion to a customer
  • Expanded automated nurture programs by increasing logic complexity to deliver more accurate and timely messages to inquiries to drive valuable leads
  • Determined where to grow programs and where to alter them through reporting and analysis of data
  • Supported the B2C marketing efforts through the company’s transition and re-allocation of resources during the shift in business focus
  • Integrated and built on an established end-to-end marketing strategy through the acquisition of a company to further the product portfolio offered by BlackBerry
  • Understand quarterly budgets with the responsibility to implement unique cross-functional marketing programs within that budget
  • Onboarded new team members and successfully accelerated their transition period
  • Strong understanding of the Eloqua platform to build complex campaigns including landing pages, emails and forms paired with a basic understanding of Salesforce.com and the integration between the two
  • Additional skills: basic understanding of HTML, Google Analytics, and the Microsoft Office applications

Education

College Diploma - Business Administration: Marketing Co-op

Conestoga College Institute of Technology
Kitchener, ON
04-2012

Skills

  • Strategic and Critical Thinking
  • Process Development
  • Time Management
  • Relationship Building
  • Attention to Detail
  • Operational Improvements
  • Meeting facilitation
  • Collaborative mindset

Timeline

Chief of Staff

PathFactory
11.2023 - Current

VP of Customer Success

PathFactory
10.2021 - 11.2023

Director, Operations

PathFactory
08.2019 - 10.2021

Solutions Architect

PathFactory
01.2018 - 08.2019

Marketing Manager

Dyson Canada
06.2016 - 01.2018

Marketing Manager

BlackBerry Limited
02.2013 - 06.2016

College Diploma - Business Administration: Marketing Co-op

Conestoga College Institute of Technology

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KATIE JONES