Who First

Understanding your customer is the most important thing you can do.

To serve a prospect or customer, you HAVE to understand them.
To improve your outcomes, you HAVE to measure the people behind the KPI.
To work effectively, your team MUST be able to communicate and collaborate on audience understanding.

The Who First toolset equips companies and organizations to:
* Develop a practical and measurable understanding of their audiences
* Serve their audiences better, doing more with less
* Measure their outcomes better, learning why things work
* Create audience focused teams, so everyone is rowing in the same direction

Principal and Creator

JoshOakes.com - Advisor on Customer Acquisition & Product Development

Understanding your customer is always the most important thing.

I help you understand, build for, and acquire customers. So you can serve your customers better.

Through fractional leadership, training, and advising I help organizations define and understand their audiences, build products and experiences for them, and acquire customers.

I've worked with app, SaaS, social network, education, media, agency, healthcare, and entertainment companies.

Advisor to Investors, Executives, and Entrepreneurs

duckscore / OwnIt

People should know exactly what it takes to realize the dream of homeownership.

OwnIt Holdings is bridging the gap between consumer fin-tech and prop-tech. We are building tools to enable consumers to view themselves more like a lender sees them.

Co-Founder, Chief Product Officer

Measurable Advantage: Eliminate bottlenecks in your customer acquisition

I help organizations improve marketing performance with a structured approach to developing more sophisticated and effective marketing operations. This brings focus to marketing activities, clarity to marketing priorities, and visibility to marketing performance.

I work typically with organizations that have: 
— Multiple digital touchpoints or channels
— A high touch or multitouch acquisition process
— Longer term relationships with customers
— Mission-orientation

Principal

[meta]marketer

Responsible for leading department staff, overseeing all client work and development of all processes, frameworks, and templates.
Client work consisted of researching and analyzing digital marketing efforts including web analytics data, paid search, organic search, social media, content marketing, CRM and marketing automation data to deliver strategic and tactical insight for the improvement of efficiency and efficacy of digital marketing efforts.
Served as the primary interface with client stakeholders across multiple teams–including Marketing, Product Development, Technology, and Management–and at various levels. This included auditing, troubleshooting, and implementation assistance at the tactical level up to strategy, reporting, and feedback to the C-Suite.
Developed propriety training offerings and all materials and content. Conducted in depth training workshops and seminars garnering universally positive feedback from clients in small to medium sized companies across numerous industries.

Director of Optimization (Director of Client Services)

NoiseTrade

Worked alongside founding partners, providing User Experience, Analytics, and Product Development  consulting. Also assisted with customer support issues to collect “voice of customer” data from customers (artists) and users (fans/visitors).

Product Development and Support

MacAuthority

Promoted from Technical Sales for local and regional corporate accounts to Service Manager. Responsible for ensuring that the service department provides an ideal customer experience through the consistent, timely, accurate completion of all service requests; also responsible for ensuring compliance with company and partner policies in addition to overseeing the training and certification of department staff, maintenance of department resources and conditions and ensuring that department utilization, profitability, and customer satisfaction metrics meet or exceed company goals.

Service Manager

The MacSuperstore

Responsible for ensuring that the service department provides an ideal customer experience through the consistent, timely, accurate completion of all service requests; also responsible for ensuring compliance with company and partner policies in addition to overseeing the training and certification of department staff, maintenance of department resources and conditions and ensuring that department utilization, profitability, and customer satisfaction metrics meet or exceed company goals.

Alpha Digital Solutions, LLC

Responsible as VP of Product Development for developing and documenting product requirements, prototyping user interfaces, and identifying product opportunities. Served as primary liaison and project manager to outsourced development team.

VP Product Development

Bay Leaning, Inc.

Front End and User Interface development and Engineering Management for a SaaS startup targeting higher-education institutional customers.

Engineering Manager, UI Engineer

Understanding your customer is always the most important thing. They're the ones with the money.

I won’t stop saying it: Understanding your customer is always the most important thing. They're the ones with the money.

Want to talk? https://whofirst.link/schedule

When you're using the Who First Framework you will:
• Create products & experiences that make your customers say "Oh sh!t!"
• Create Create content that hits your customer’s bullseye.  

What that means:
• How to capture real insights from your actual customers 👉 not rest on your collective biases and assumptions.
• How to DOCUMENT and VALIDATE Audience Profiles 👉 instead of made-up personas and bullsh!rt ICPs.
• How to make your customer understanding ACTIONABLE 👉 instead of just dumping it on your shared drive and never looking at it again.
• How to MEASURE your outcomes with the tools and systems you use  so you can actually 👉 move the needle.

How:
• Done With You and Done For You services
• Advising execs
• Self-service tools and templates

More about Who First: who-first.co
More about me: joshoakes.com

Joshua Oakes

Microsoft

Cloud Solution Architect

Amazon Web Services (AWS)

Solutions Architect

McKinsey & Company

- Acted as trusted advisor to C-Level executives in Business and Technology perspective, M&A operations, company wide redesign, DevOps and Agile adoption at scale and Key technology investiment and strategy  
- Led large digital transformations across major financial clients (Banks, insurances and investments banks) Leading multiple teams composed of Software Engineers, Architects, DevOps, Data engineers so on and so forth, as well as business personnel
- Planned and designed cloud infrastructure and software development overseeing several teams in concomitantemente.
- Guided solution development for optimial performance ensuring security and compliance
- Collaborate with a myriad of teams aligning architectural decisions with business goals, supporting decision-making with technical expertise among c-levels costumers

Engineering Manager | Senior Solutions Architect 

Rede Globo

I was responsible to drive the digital transformation that TV Globo was initiating both from a technology and business perspective by:
- Bringing DevOps Culture and practices among product development. 
- Foster agile methodologies adoption throughout business units by setting clear OKRs and Goals as well as agile practices enablement. 
- Created architectural standarts ranging from infrastructure, development, methodologies and security

Done that by:

-  Leading cross-functional teams ranging from product teams, Infrastructure and devops as well as business teams that are dedicated to driving the company's digital transformation.  
- Guiding and supporting each department within the organization, leveraging their unique objectives and strengths to effectively achieve our overarching business goals.

taplio

The Battle

Joshua Oakes

Igor de Aguiar

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