Deborah KuoAtlanta, Georgia, United States
Passionate, proactive, customer-focused marketing and service professional. Leads dynamic, customer-centric organizations to engage prospects and customers, accelerate sales and drive results.

25 years of marketing and customer service management across multiple B2B industries in both start-ups and Fortune 500s, with strong SaaS experience. Adept at pioneering new roles and launching initiatives in fast-paced environments. Flexibly alternates between “big picture” strategy and practical, hands-on execution with meticulous attention to process and detail and exceptional interpersonal and communication skills. Highly collaborative team player.
Director of Strategic Programs
Rollins, Inc.
Oct 2020 - Current
I'm focused on driving long-term strategic direction that will help improve and sustain performance across the organization. My role involves assessing, architecting and executing programs and initiatives that support Rollins’ strategic pillars and key priorities.
Independent Marketing Consultant
Deborah Kuo (self-employed)
Aug 2015 - Current
With a “macro to micro” perspective, I provide marketing strategy and execution services that include branding, messaging, communications, positioning, market assessment/research and content/marketing asset development. Recent projects include:- Drove development of value proposition/messaging, brand voice and new creative - Established strategic marketing plan and tactics for growing B2B services firm- Launched re-branding strategy for client including development of new messaging, corporate identity, logo, website and marketing collateral
Head of Product Marketing
Sep 2018 - Aug 2019
- Drove re-positioning and messaging that significantly pivoted and elevated brand - Led development of marketing/training assets including website, collateral, case studies, videos, sales presentations, partner marketing tools, tutorials- Drove marketing strategy, execution and commercialization of new and existing product offerings - Established content development process and product branding and naming hierarchy
Jun 2016 - Jun 2018
Spearheaded key marketing engagements for a variety of clients using a 3S methodology centered around developing the right story, strategy and systems. Highlights include:- Re-launched brand for a leading marketing software solutions provider in a compressed 35-day timeline- Launched new channel partner program for global communications/hosting/cloud/IT services company - Optimized SEO and campaign performance for a global insights and technology company- Launched brand refresh for a prominent wealth management advisory firm and led ongoing marketing strategy and execution
Director of Product Marketing, Analytics & Loyalty
First Data Corporation
Apr 2012 - Mar 2015
- Developed go-to-market strategies and execution tactics to communicate and drive product launch and adoption across various distribution channels for SaaS Analytics and Mobile Loyalty solutions- Led product messaging and positioning efforts and development of sales enablement tools and collateral- Integrated market-driven needs to guide product development via comprehensive Voice-of-Customer plan including Needs Assessment, Concept testing, Positioning and Pricing research- Conducted exhaustive product portfolio analysis that played key role in informing re-organization - Initiated usability research project and generated internal awareness, resulting in product optimization, IT commitment and prioritization with leadership team - Oversaw development of strategy to refine, simplify and communicate new messaging for complex solution
Director of Customer Service and Marketing
HighGrove Partners
Aug 2005 - Jan 2012
- Launched all corporate branding, marketing and messaging initiatives- Led transformation to become a customer-centric organization by developing programs, practices and training to improve customer retention - Developed and implemented customer satisfaction measurements and feedback mediums- Established company as a Real Estate School to offer C.E. credits to core audience
Director, Customer Service
Jun 2004 - Aug 2005
- Managed responsibilities, development and staffing of 10 Account Managers and Customer Support Center Specialists; ensured that staff efforts translated into customer retention and satisfaction improvements - Raised internal customer goals, resulting in all-time high customer reference percentage - Managed all customer programs, communications and development of new customer initiatives
Director, Customer Programs & Communications
Jan 2001 - May 2004
- Developed and launched Customer Retention/Loyalty Program- Built customer affinity and developed enhancement programs such as User Groups, networking events and online events - Served as customer advocate by introducing feedback mediums such as a Customer Advisory Council, product feedback sessions and customer surveys- Managed Customer Reference Program, which included maintenance of a complete, up-to-date and fully qualified database of direct and indirect customer references- Implemented Key Account Program to foster executive-level relationships with key customers- Developed and managed all customer communications
Channel Manager
Nov 1999 - Dec 2000
- Developed strategy for supporting, motivating and recruiting channel partners/re-sellers- Created channel support programs, including development of co-op marketing program and sales training- Implemented partner recruiting processes, recruited reseller partners and managed contract negotiations- Deployed and managed Referral Partner Program
Director, Marketing Research & Support
Jun 1997 - Oct 1999
- Led all marketing efforts including identification of target markets, development of lead generation sources and pre-qualification of hundreds of leads to sales team- Developed effective marketing, prospecting, presentation tools and campaigns - Spearheaded successful inaugural partner conference yielding a 90+% attendance rate which involved complete development and management of programming, budget, promotions, materials and logistics - Marketed and developed pilot product program - Cross-trained as Account Manager to implement and support customers- Established "Fun Committee" to positively impact company culture
Market Development Associate
Principal Financial Group
Jun 1995 - Jun 1997
- Developed, marketed and presented over 30 financial seminars to companies and associations- Interviewed over 200 prospective agents and generated multiple recruiting sources- Developed and implemented sales and recruiting tracking tools
University of Illinois at Urbana-Champaign
B.S. Communications, Advertising
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