Community & certification ecosystems
Anaplan
Director, Customer Advocacy & Engagement · 2014 – 2018
Built the customer marketing, community, and customer operations functions — including the global community platform, User Group Program, and the Master Anaplanner certification with Deloitte — and played a role in the 2016 rebrand.
30%
YoY community growth
25%
Platform engagement lift
$1.5M+
Active expansion service deals
The challenge
A connected-planning platform with complex enterprise deployments needed an ecosystem — peers, experts, and certified practitioners — to drive adoption and expansion.
The approach
- 01Designed the global community platform (Lithium), the Global User Group Program, and the Anaplan Certification Program in partnership with Deloitte.
- 02Led and scaled three global user conferences across 2015, 2016, and 2017.
- 03Expanded global CAB and user group strategy with tighter product feedback loops.
- 04Ran regional community programs, strategic content, PR, and executive event series across AMER and EMEA.
- 05Created onboarding, retention, and CSAT programs with voice-of-customer reporting to executive stakeholders.
The outcome
- 30% year-over-year community growth and a 25% lift in platform engagement.
- Satisfaction scores up 20%.
- $300K+ in direct revenue quarterly and $1.5M+ in active expansion service deals from engagement programs.
- Master Anaplanner certification established as the top-tier credential in the ecosystem.
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