Elizabeth Ussher

Experience

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  META Group (acquired by Gartner Group)

  Jan 1997 - Jan 2005

  Vice President, Global Networking Strategies

  Company: Leading provider of information technology research, advisory services and strategic consultingIndustry analyst, influencer, and trusted advisor to Global 2000 companies, including global technology providers, in the strategic rationalization of technology and processes, specifically tailored to the client’s environment to derive higher value or cost reduction. Key highlights: - Consistently exceeded expectations resulting in appointment to Research Practice Leader for the voice and data Convergence and Contact Center. - - Led international research on all facets of campus voice, as well as best practices in workforce management, IVR, CRM integration, speech analytics & recognition, network, routing and metrics. - Advised on global targets, messaging and branding. - Attained a 1% to 2% cost savings on multi-million-dollar contracts by assisting clients with pricing and negotiations. Show less

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  Avaya

  Jan 2005 - Jan 2012

  Company: Global provider of business collaboration and communications solutions, providing unified communications, contact centers, and networking services Promoted take ownership and lead additional programs, including the Executive Relationship Program, Avaya International User Group (IAUG), Customer Technology Councils, and Global Corporate Events while concurrently managing the Global Demo Program. Managed 35 staff globally. Key highlights include: - Attained a ~15% higher NPS across Global Corporate Events within first year of leadership. - Put necessary structure in place in the Customer Technology Councils to ensure council effectiveness. - Upped the game across Global Corporate Events, improving efficiency and functionality across event technology and infrastructure.- Drove acquisition integration across systems, programs and processes following acquisitions including Nortel in 2009. Show less Tapped to take over the Global Demo Program in 2009, while concurrently managing Competitive Intelligence and Technical Marketing programs. As a part of the Global Sales Enablement team, conceived, created and operationalized a centralized sales and marketing support organization delivering tailored-to-the-customer demos and delivery infrastructure globally supporting 18 Executive Briefing Centers as well as product launch planning, launches, campaigns, tradeshows and keynotes. Key highlights: - Transformed an obsolete and underutilized Global Demo Program into a state-of-the-art platform that could provide much-needed, live call center support, 24x7x365, within a 15-minute SLA to a global sales and partner organization. - Secured approval and funding to revamp the program, resulting in the eventual build of 7 data centers across the U.S., Singapore, Germany and Brazil with a team of ~30 IT resources. - Grew program participation from 130 to >3000 global users in 3 years. - Reduced capital investment by 70% and overall budget by 30%, continually identifying opportunities to economize. Show less

  • Sr. Director, Marketing-Customer Experience, Global Demo Program and Events

    Jan 2005 - Jan 2012

  • Director, Marketing -Global Demo Program

    Jan 2009 - Jan 2011

  • Director, Competitive and Technical Marketing

    Jan 2005 - Jan 2009
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  Websense

  Jan 2013 - Jan 2014

  Director, Customer Marketing (Acquired by Private Equity in 2013)

  Company: The largest threat intelligence network, providing cyber security solutions (SaaS) to protect organizations through real-time defensesTransformed, managed and grew customer-targeted social media, digital marketing and direct outreach. Incorporated Voice of the Customer into Tech Support, Websense Labs Experience, marketing strategy, references, customer on boarding, product launches and campaigns. Key highlights include: - Improved NPS by 18% in less than 1 year by incorporating “voice of the customer” into product and communications. - Captured a ~39% uptick in Pre-sales (Executive Briefing) Program utilization and revenue. - Introduced innovative programming to further drive engagement. - Ensured local needs met by spearheading development of the Triton advisory board and reference programs globally.- Transformed existing corporate strategy, expanding company's focus to grow footprint within existing customer base. Show less

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  ADP (Project completed in less than one year)

  Jan 2015 - Jan 2016

  Director Client Experience, Added Value Services Division

  Company: A global provider of human capital management and payroll servicesCreated and championed a framework of programs to expose both executives and employees directly to the client. Promoted understanding and empathy with the clients’ point of view to improve client experience and elevate transparency and trust.

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  Chase, Nelson and Associates

  Jan 2016 - now

  Consultant