My work at Kayako

2016 - 2018

February 2016, I packed two suitcases and moved to London to join Kayako. And over the next 2 years, we became an entirely different company—quite literally.

We launched a brand new product, and with it, a fresh new brand, a new website, new positioning, new pricing, new documentation, new approaches to enablement, and a more structured, controlled approach to release cycles (let's be real, constant WIP). Our team of three marketers crafted buyer and user personas for an entirely new target market, honed our competitive value messaging, cranked out quality content like nobody's business, and acknowledged (and fixed) the mistakes we made along the way. 

Finally, we reached a satisfying baseline of product/market fit. 

One of the most gratifying parts of my role at Kayako was talking with hundreds of customers (seriously, almost daily) asking for feedback. It was surreal to witness the voice of our customer evolve in lockstep with Kayako's product development and the refinement of our value proposition.

Listening to customers is critical to keeping them loyal; but listening to—and genuinely trusting—your team to do the right thing carries equal weight for your business's success. Kayako is an excellent example of both.

March 2018, Kayako was acquired by ESW Capital out of Austin, TX.

Feedback from Kayako colleagues:

James Doman-Pipe, former Product Marketing Manager

“Having worked with Alicia for two years, I'm continually impressed at Alicia's tenacity and drive to advocate customer-centricity across our business. Alicia's natural ability to build genuine relationships ensures effortless and highly effective cross-functional collaboration. Alicia is proactive, able to swiftly lead projects, and carries them forward to meet and exceed goals. With a strong work ethic and ease of switching between analytical work, strategic planning, and execution, Alicia has helped grow our business immeasurably. I'd wholeheartedly recommend working with Alicia.”

Kelly O’Brien, former Content Designer

“Whenever I need insight into what our customers want or what our product can do for them, Alicia is my first stop. Her understanding of our customers – both current and ideal – runs deep and she's great at distilling those insights into actionable data points. Alicia is also an excellent communicator, both with our customers and within our team. She’s always ready to engage and pitch in across different functional groups to make sure the project gets done right. Her writing is strong and she's got a knack for internalizing our messaging and brand stories in a way that comes across really naturally on the page. Any digital marketing team would be lucky to have her.”

Let’s Talk!

Interested in working together? I’m available for podcasts, interviews, conference talks, or a friendly chat.

Drop me a message at hello@aliciacarney.com