Laurence Imgrund

Consulting on community strategy and building Khoros Communities for clients such as Intuit, Etsy, Dell, and Adobe. Operating as part of a professional services team of designers and engineers to complete services efficiently for Khoros clients.

• Developed community strategies and tactics for clients that were launching new communities, managing their existing community, or migrating existing communities from another platform (Jive-X, Vanilla, etc.) to the Khoros platform.
• Delivered additional consulting services for clients in an on-going capacity or for specific projects that touch on specific community functions at Khoros (gamification, structure, etc.)
• Active in sharing knowledge of Khoros Communities with internal teams (Sales, Customer Success, Product, etc.) and on the external community answering customer questions.
• Review and analyze new / existing best practices for community strategy. Build and revise workshops delivered to customers that utilize community best practices and methods for success.
• Wrote requirements for product customizations and worked with Services designers / engineers to develop 10+ innovative customized experiences for Khoros clients. Examples: Onboarding flow for relevant user archetypes, Analytics Dashboard to combine data from 3 communities, and rewards for external actions in customer's product.
• Assisted customer success and sales teams in product and service deals involving Khoros Communities.
• Collaborated directly with Product in the development of the Communities product. Collaborated with Product Design and Engineering to write Product Requirements for the Gamification feature.
• Tracked key metrics and developed spreadsheets and data models.

Managed administration and moderation services for clients such as Skype, HBO, Indosat, Telstra and Aruba Networks. Lead a team of 50+ supervisors, moderators, administrators and consultants; ensuring customer success with the Lithium platform and services.

• Responsible for planning, directing and overseeing the operations of the department providing Moderation, Admin Assist, Social Success, and Community Management services.
• Review employee and contractor performance, and delivered reviews to personnel with a focus on their success & career.
• Create and manage strategies to implement a new partnership to provide services and introducing new services..
• Oversee the fiscal health of the department, regularly reviewed budget of $1.5M, revenue and expenses with leadership.
• Make decisions in a fast-paced environment to staff appropriate resources to projects and improve company financial health.
• Determine pricing structure for services and ensuring sales and customer success teams are successful in pitching the services.
• Work directly on staffing, training/certifications, and project management.
• Develop multiple training processes and programs designed to teach personnel how to deliver each service SKU.

Managed moderation services for clients such as Skype, HBO, Indosat, Telstra and Aruba Networks. Supervised and trained a team of 30+ community moderators and ensured that our team met contractual commitments with our clients.

• Scheduled interviews and evaluated technical skills of 50+ potential moderators
• Assisted with developing and implementing various certification programs and services
• Provided extensive product-related feedback for the Lithium platform and submitted ideas to help enhance the product

Led the moderation team on accounts such as Skype and Comcast. Identified and resolved community and moderation issues, and coordinated with moderation clients. Assisted with product quality assurance and bug testing through current software versions and as upgrades came out.