Versatile and results-oriented leader, with a skill set spanning Customer Success, Strategy & Operations, and Change Management. As Director of Customer Success Operations at Gong, I own the processes, technology, and data that enable the Customer (Post-Sales) organization to create raving fans throughout the customer journey. Prior to Gong, I led global programs for the Enterprise Customer Success organization at Autodesk. I was also an early employee at Gainsight, where I built and scaled their first Corporate & SMB Customer Success team. I started my career in consulting at PwC, implementing Change Management strategies for Fortune 500 companies undergoing company-wide transformations. My main focus is always: How can we deliver greater value and outcomes for customers?

Entrepreneur, Engineer. follow me on twitter @ksoner.

Senior communications executive with extensive experience developing and executing successful communications strategies for internal and external audiences. Skilled at effectively interacting with all levels of an organization and navigating complex environments. Expertise in leading high-profile, enterprise-wide projects with cross-functional teams. Strong leader with sound judgment, managerial courage and a track record of mentoring and developing teams. Employee Engagement ♦ Employee Experience ♦ Executive Communications ♦ Digital Communications ♦ Crisis Communications ♦ Issues Management ♦ Media Relations ♦ Change Management ♦ Mergers and Acquisitions ♦ Community Relations

Accomplished Learning and Development leader with demonstrated accomplishments and 22+ years experience in leading best practice learning initiatives with proven success in the strategic oversight of enterprise performance improvement platforms and consulting practices. Professional Accomplishments 2018 Certified John Maxwell Team Coach, Speaker, and Trainer. Developed “Pricing Foundations” blended learning program in response to an urgent business need. Results: After implementation of the learning program the price yield increased by 1.5 basis points within 3 months and the CEO commends the training team for Q1 and Q2 2014. Using ROI methodology to evaluate all compliance programs, I created an Excel-based worksheet to collect financial and operational effectiveness. Results: Moved two instructor-led training program to virtual instructor-led yielding a cost savings of $938K in travel cost and increased productivity by 2 days per person. Critical Skills • Created Development Strategy for Frontline Leaders (soft skills vs. technical competencies) • Competency-Based Development for Critical Job Roles • Developed and Implemented Global Instructor-Led / Virtual Instructor-Led / Blended / Informal Learning / Mobile Learning for Employee Development • Implemented Enterprise-Wide Talent Management / Succession Management /Learning Management Systems and Processes • Conducted Coaching and Succession Planning Sessions for Organizational Leaders to Develop Leadership Talent • Created Talent Metrics using HRIS Data for Workforce Planning • Managed Instructional Designers, Developers, and Programmers and $13.6M Training Budget • Created Project Portal for Finance High Potentials • Using Adult Learning Principles and Working with Subject Matter Experts Developed Training for Certification Programs

Everyone deserves to feel like they belong. And I'm on a mission to ensure more consumers and employees feel like they do. Unfortunately, far too many businesses push potentially loyal customers away (without even realizing it), because they send the signal across various aspects of their customer journey that "you don't belong here." This happens far too often with consumers who have differences that make them not so cleanly fit into what is considered to be "mainstream." I know this first hand, because I have a lot of differences (Black woman, gluten-free diet, left-handed, former expat, immigrant husband, multi-racial child, bi-lingual household.) Combine my experiences as a consumer with differences, with my MBA, more than 10 years in marketing at Johnson & Johnson (J&J) and other healthcare companies, and more than 10 years as an entrepreneur, and I have a unique view of the intersection of diversity, inclusion, belonging, customer experience, and marketing. Now I'm an inclusive brand strategist, coach, educator, keynote speaker, and CEO of Thompson Media Group where I guide brands on how to make more customers, especially those that are chronically underserved, feel like they belong. I write columns for Forbes and Inc. on inclusive marketing, belonging, and customer experience. My articles have also been published in Entrepreneur and Success. I'm also host of the Inclusion & Marketing podcast, which is part of the HubSpot Podcast Network.

3+ years of experience in content writing, including website articles, blogs, resource pages, guest posts, outreach emails, ad-copies, product descriptions, forum content, etc. Worked in various niches including SaaS product writing, gardening, health, and whatnot! Well-versed in the on-page SEO techniques that are required to optimize the content, which include writing meta descriptions, finding primary and secondary keywords, putting internal and external links, adding alt texts and publishing the content on WordPress. Worked with various tools spanning YOAST SEO, Grammarly, Hemmingway editor, SEMRUSH tool, etc.