Cory Black

Experience

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  Academy of Art University

  Sept 2012 - Aug 2013

  Campus Life Marketing Manager

  • Identified how to measure impact of projects (ROI) and moved resources to most effective media.• Managed marketing programs leading to average increase in event attendance by 50% over a year.• Supervised the graphic design team, improving output speed, creativity, and quality of work (Ex. Created process that cut design time from 4 to 2 hours and increased creative ownership).• Built marketing campaigns (email, digital, print, social) designed to increase engagement and event attendance (Ex. Increased Facebook engagement from 116 to 627 engaged users/month, and increased email open rates from 25% to 40% and click-through rates from .8% to 2.9%) Show less

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  Khueang Nai Pittayakan School

  Sept 2013 - Apr 2014

  English Teacher

  • Adapted teaching style to new culture and across skill levels for students aged 13–18.• Innovated teaching strategies by utilizing text and audio assets, including music and pop culture.

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  The Church of Jesus Christ of Latter-day Saints

  Oct 2014 - Oct 2018

  • Managed work as scrum master for semi-agile team of 4 designers.• Collaborated to build UX process that integrated with product management process, increasing client adoption of UX best practices (user research/hypothesis/user testing/iterate) by 300%.• Led project to simplify site-section from over 80 pages to 20 pages through user research and testing, leading to increased content consumption and decreased bounce rate.• Created strong relationships cross-functionally including development, design, product, analytics, and testing, allowing us to collaborate to build better, more optimized, products.• Concurrently managed 14–18 campaign and digital projects focused on the user experience with a budget of $10,000–$200,000 each from early strategy to implementation and optimization. Show less

  • Project Manager, User Experience Design

    Jun 2017 - Oct 2018

  • Web and Design Manager

    Jun 2015 - Jun 2017

  • Web Producer

    Oct 2014 - Jun 2015
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  Ivanti

  Oct 2018 - Jun 2020

  • Synthesized qualitative and quantitative data to define 7 key moments in the customer journey where Ivanti should improve and worked cross departmentally to address these.• Engaged with finance and IT teams to define and implement renewals definition in post-sale ops.• Strategized BI dashboard that tied gross and net renewals data to customer factors that affected renewals. It quickly entered and stayed in the top 10 most viewed company dashboards.• Built international VoC program, with surveys at key points. Response rates increased by 200%. • Led qualitative research to understand underlying customer problems, holding over 100 sessions. Show less

  • Global Manager, Customer Success/Experience Strategy and Operations

    Sept 2019 - Jun 2020

  • Program Manager, Customer Success and Retention

    Oct 2018 - Sept 2019
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  Freelance

  Apr 2020 - now

  Founder: Business Strategy and Customer Experience Consultant

  • Worked with startups and entrepreneurs including Our Town and Amplifi.io to strategically align across their business, receiving praise for leveling up their ideas and investor presentations.• Created process to guide startups to define their competitive advantages, perfect customer, and market, directly improving customer’s investor decks, user experience, and company direction.• Taught strategic frameworks to entrepreneurs, giving them the tools to run a successful organization that reaches its goals. Show less

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  GuideCX

  Aug 2020 - Dec 2021

  Enterprise Customer Experience/Onboarding Strategy

  • Strategized and built customer onboarding process with 100+ companies.• Collaborated internally and externally to build out enterprise customer onboarding experience and process, working with companies like Principal Financial Group, Zenoti, and LiveView Technologies.• Implemented operational improvements which decreased time to value (TTV) by 55%, including collaborative working meetings and a more effective sales handoff.• Built new voice of the customer (VoC) survey program and integrated the responses with Intercom and Domo to create visibility. Increased monthly feedback by 400%. Show less

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  Milestone Technologies, Inc.

  Jan 2022 - Jul 2023

  • Partnered with stakeholders to replace four disparate systems with one, improving efficiency and saving 200+ hours of work each month while improving data cleanliness.• Enabled access to all relevant data into one place, allowing for improved analysis capabilities and development of success metrics.• Improved employee onboarding, implementing feedback of the ~10 employees I onboarded, which led to strong client reviews for these employees within the first three months. • Was promoted quickly due to rapid understanding of the role and providing valuable partnerships between the Global Security and Facebook/Instagram organizations.

  • Strategic Business Partner Operations Lead @ Meta | Facebook

    Jun 2022 - Jul 2023

  • Strategic Business Partner @ Meta

    Jan 2022 - Jun 2022
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  NetDocuments

  Oct 2023 - now

  Manager, Customer Success Operations