Customer Success Digital Content

CUSTOMER SUCCESS & ENGAGEMENT EXPERIENCE LEADER

SIGNATURE COMPETENCIES

Enterprise CX Development B2C Multichannel Engagement AI & MarTech CRM Integration

Acquisition & Lead Nurturing Dashboard Analysis Reporting Full-Funnel Digital Content

Market & Consumer Segmentation SEO & Persona Development Team & Delivery Performance Primary Caregiver Family Leave Dec 2024 – Present Serving as primary caregiver for newborn-toddler child. Completed professional certifications during this time. RSM Minneapolis, MN May 2022 – Dec 2023

National Industry Engagement Leader

Led national B2C multichannel experience programs, customer-centric lifecycle touchpoints, and service-aligned field activation strategies, increasing YoY U.S. sales by 7%. Drove strategic storytelling and engagement frameworks that accelerated acquisition and conversion rates across onboarding flows. Oversaw five regional success teams to ensure consistent messaging, CX and AI transformations, NPS optimization and KPI delivery, achieving #6 on Modern Health’s Largest Healthcare IT Firms list (’23).

• Drove SEO Digital Performance: Optimized landing pages and keyword content. Aligned meta descriptions and headers with brand tone, value prop and ABM: Pillar Page & Content Hub: used key themes (value-based care) and media transcriptions.

• Increased Sales Pipeline 6%: Deployed nurture touchpoint campaigns, leveraging ICP and PowerBI to identify funnel stage.

• Deployed MarTech & Persona Targeting: Executed full-funnel digital campaigns, producing high-impact content aligned with SEO/persona targeting efforts. Conducted keyword analysis and multichannel (CMS & MarTech tools) that drove MQLs.

• Campaign GTM Delivery: Drove 16-27 concurrent deployments while optimizing messaging, content quality and tailored theme direction. Collaborated with Industry leaders and drove stakeholder engagement across 9-22 project contributors. o Virtual Health Day: Led event keynote and 7 workstreams, delivering digital capabilities, 41 MQL, and three new accounts.

• Championed Experience Accountability: Drove KPI alignment across program teams, emphasizing CX culture KPIs.

• Strengthened CRM Acquisition: Optimized platform into growth engine across verticals by deploying buyer segmentation and intent-focused nurtures, driving a 4% MQL volume increase. Integrated AI-powered lead scoring and ABM targeting.

• Led Communication Cohesion: Partnered with CoE to establish centralized comms and deployed survey feedback loops.

• C-Suite Partnership: Finalized $2.3 budget, KPIs, and presented CX programs and budget-ROI status on bi-weekly basis. OPTUM (UNITEDHEALTH GROUP) Minnetonka, MN Mar 2017 – May 2022 Manager, Integrated Growth Programs

Orchestrated end-to-end execution of cross-functional B2C full-funnel engagement programs, consumer-centric field activation deployments, and sales enablement strategies for OptumLabs, Care, and Advisory, consisting of clinical, Medicare, PBM, and value-based services. Leveraged data-driven insights, improving workflows and scaled solutions across provider and employer. Oversaw GTM delivery designed to accelerate acquisition and ROI. Managed multiple business teams and three direct reports.

• Drove Campaign Orchestration: Spearheaded national multi-touch campaigns across earned and paid media, leveraging Leadership & Development

Drove RSM’s health services to No. 6 on Modern Healthcare’s 2023 Largest Healthcare IT Consulting Firms list.

Designed Virtual Health Day, spotlighting portfolio & generating 3.6k total, 41 MQLs & 3 signed accounts

Executed four UHG-Optum blue-chip commercial engagement programs, generating $110M in OAS revenue.

Orchestrated $4.3M in influenced pipeline revenue across 3 Optum LOBs via segmented multichannel campaigns.

Led hierarchy of 314 supervisor-agents & downstream marketing for UHG’s $270M NYC Tracing Partnership.

Managed UHC’s $16M M&R Medicare Enrollee Pilot, streamlining B2C sales & growing conversions rates by 6%.

Led 4 $2.5M+ global engagement campaigns, driving 93% client satisfaction & exceeding sales forecasts by 9%.

Developed PowerBI dashboards to generate performance metrics, enabling data-driven decisions & KPI delivery. Award-winning, results-driven engagement leader with 10+ years of driving customer-centric growth through data-driven, cross- functional programs and service-focused enablement deployments. Adept at translating complex strategies into scalable execution, reducing friction across consumer touchpoints, and delivering measurable impact in highly matrixed environments. Eager to leverage industry expertise to advance customer-centric strategy that drive acquisition, excellence and sustainable growth. Tools & Software: Workfront Salesforce Marketing & Health Cloud Twilio MS Project, Visio, Office Suite Smartsheet Power BI HubSpot SharePoint Dev Eloqua Adobe Marketo, AEM & Target Certifications: PMP 35H Course Completion (PMI), Customer Success & AI for Marketing (HubSpot), Management Dev Tools (UCI), Meta Digital Marketing (Meta Blueprint) Awards Received: Master’s Honor Graduate, UHG Diamond Leadership Award, UHG Opal Performance, Center of Excellence Award for Management, UHG Sapphire Project Management Sector Experience: Consulting (Management), Government (State & Federal), Healthcare (Product & Sales) William C. Hammond, MBA

************@*******.*** +1-612-***-**** Linkedin.com/in/churchillh Eagan, MN 55077 CAREER HIGHLIGHTS

EXPERIENCE

Legislative Lead, Policy Communications MINNESOTA LEGISLATURE St. Paul, MN Developed statewide (5.5M+) policy related publications, digital content, and communications collateral resulting in legislative briefs, articles, proposals, and social campaigns (non-session months). Policy focuses: budget and healthcare (Medicaid & Medicare). o Drove storytelling across digital and print. Oversaw content messaging, supporting workflow and editorial excellence Build and maintain strong relationships Proven ability to influence without authority and drive consensus in complex, multi-stakeholder environments Strong understanding of medical referral processes Excellent communication and presentation skills

Familiarity with developing compelling marketing materials with key customers, KOLs and societies Manage internal and external communication to maintain transparency and trust, partnering closely with marketing and sales to maintain alignment Partner with the field and cross-functional partners to prioritize and support local programs and presence to increase awareness and drive depth of the Intracept procedure thought leader, provider education, CRM automation, SEO efforts, and social to drive engagement and conversion at scale.

• Grew YoY Marketing ROI by 6%: Implemented feedback loops, enhanced QA and KPI dashboards (PowerBI) that tracked NPS, CTR, and campaign attribution across full-funnel activities, propelling adaptive planning and budget spend priorities.

• Led $4.3M in Influenced Pipeline Revenue: Developed segmented multichannel campaigns (below) for Advisory and Care LOBs, incorporating regional market data, provider behavior insights, and ABM tactics aligned with Optum growth KPIs. o ABM Outreach & Playbooks: Thought Leader forums and B2B outreach deployments and physician educational campaigns.

• Executed Field Engagement: Executed event lifecycle - pre-conference targeting, onsite brand activation, thought leader showcases, and CRM post-event nurture workflows - increasing event MQLs and boosting YoY lead conversion by 6% (’21).

• Propelled Segmentation Strategies: Leveraged consumer data to guide Clinic PBM omni campaigns, increasing delivery subscriptions. Developed joint Clinic and Store digital member experiences, driving care retail visits and online Rx traffic.

• Optimized Storytelling Efforts: Led targeted education and storytelling campaigns, positioning Care as a leader in hybrid delivery: Telehealth Adoption Content: Activated paid/SEO and enhanced telehealth content to reengage and nurture consumers.

• Monitored Market & Competition: Tracked market and analyzed competitor announcements, feedback, and LOB trend data. Collaborated with strategy-product leads to refine positioning and assess implications of NPI and market expansion(s).

• Executive Collaboration & Reporting: Partnered with LOB C-suite to develop roadmap KPIs and budget-spend goals. Presented real-time program dashboard analysis and portfolio program(s) status/ROI on weekly basis to national audiences. Consultant

Managed four large-scale commercial health programs, including a provider network and health plan builds, M&R’s Enrollee sales pilot, an omni-PBM physician experience, and a telehealth portal app generating over $110M in revenue. U.S. DEPARTMENT OF TREASURY Washington D.C. May 2015 – May 2016 Strategic Communications Lead (One-Year Pathways)

Drove Office of Consumer Policy’s empowerment communications and digital engagement strategies, driving adoption of White House financial literacy and Treasury-backed tools in underserved communities. Developed curriculums promoted by SEO-social media.

• Strengthened Alignment: Developed messaging frameworks, translating financial topics into audience-tailored deployments.

• Drove End-to-End Omnichannel Engagement: that supported launch-post-launch of fed FinTech programs. Partnered with banking, federal agencies and NGOs to social media, earned, and grassroots partnerships, resulting in 67% user adoption. CAMBRIDGE ANALYTICA London, U.K. Oct 2011 – Feb 2015 Global Program Manager

Led delivery of four $2.5M+ global political-social campaigns, field operational strategies, and client D2C marketing engagement collateral for national administrations in Latin America, West Indies and Eastern Africa. Partnered with agency leadership team and high-profile clients (presidential admins) to deliver impactful narratives, mobilize public engagement, drive B2G objectives, and deploy data-driven campaign strategies. Efforts increased YoY department sales by 9% and client satisfaction to 93% score (’14).

• Orchestrated 4 Multi-National Campaigns: Executed government initiatives with $2-3.4M budgets (below), G2C content marketing, stakeholder engagement and compliance. Monitored grassroots and created digital, field, and media strategy plans. o St. Lucian UWP Reelection: Produced radio and mobile shorts with digitally augmented strategies built on performance.

• Amplified Social Performance: Collaborated to enhance ESG and value prop. Deployed paid ad/media placements and SEO that supported thought leader multichannel campaign. Efforts propelled brand awareness increasing sales force activities. Project Manager

Supported global influence project scope, operations and budget objectives, and B2B development-ABM sales outreach. o Analyzed variance of planned-actual outcomes, tracked bottlenecks, and prepared weekly progress status reports. Business Analyst

Developed digital content and B2C outreach for subsidiary Whistle.co.uk, a Series A London-based activism platform. o Collaborated to develop pitch materials-sales collateral, securing presentations with U.K. orgs and Parliament Reps. MBA, Business Management & Marketing, University of Maryland College Park, MD

Multi-functional case preparation and presentation (Logistics & Operations) MA, Global Management, Middlesex University London London, U.K.

Graduated Magna Cum Lude

BA, Public Administration, University of Maine Orono, ME CONSULTING PROJECTS

Lived and worked in four foreign countries has imbued me with a broad global perspective, a deep-seated sense of self, and interpersonal skills that can be brought to bear in both domestic and international settings. Associate Board Member, Boys & Girls Club of Twin Cities Fundraising Captain, Crohn’s & Colitis Foundation EDUCATION

PERSONAL & MEMBERSHIPS

Present strategic insights and

recommendations to marketing

leadership and business unit

executives. Disseminate actionable

competitor insights across teams,

regions, and customer segments.

Support strategic planning, portfolio

positioning, and pricing with

competitor landscape insights.

Disseminate actionable competitor

insights across teams, regions, and

customer segments.

Contact this candidate