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About Candidate

SAFe Agile trained Product Manager and Client Success Manager with 5 years of customer-facing experience in B2B SaaS. Strong understanding of SaaS business models from a product development and CS context. An empathetic and effective leader with experience working in fast-paced and complex environments.

Location

Education

C
Certificate 2017
Q College

Studied fundamental Web Design and Digital Marketing (WDDM) principles such as HTML/CSS3, Bootstrap and Wordpress, Search Engine Optimization, along with web and print graphic design principles, including the basic use of Adobe Photoshop, Illustrator, and InDesign.

C
Certified Scrum Product Owner (CSPO) 2017
ScrumAlliance

Certified in industry best practices for effective customer success management including onboarding, planning, and success metrics.

C
Certified Client Success Management (CCSM) 2024
SuccessCoaching

Actively certified in Agile and Scrum principles including product ownership disciplines and best practices.

Work & Experience

P
Product Manager March 2022 - June 2024
OfficeSpace Software

Besides owning a third of the OfficeSpace core admin functionality (a total of eighteen features), I also took ownership of Greetly, an acquired third party visitor management system complete with a web portal and two mobile apps. I took pride in keeping these ecosystems in optimal shape, with an eye for performance, joyful user experiences, all while adding innovative and relevant new functionality. - Increased NPS by 29% during my tenure - Managed two development teams with a total of 11 engineers - Through clear documentation and partnership, accomplished an average 106% sprint completion - Shipped five major MVPs, including two that see near-universal adoption by 900+ clients and 350k MAUs In addition to core PM responsibilities, I also excelled at assisting in organizational change, helping roll out a transition from RICE to VIBES, an in-house prioritization framework, along with converting dense procedural documentation into sleek flowcharts to earn engagement from our more visual learners. I was also responsible for writing release documentation for all dev teams and PMs on a biweekly basis, and hosting a variety of cross-functional stakeholder meetings.

A
Associate Product Manager January 2021 - March 2022
OfficeSpace Software

During my tenure as an Associate Product Manager, I was in charge of core OfficeSpace functionality, directly involved with seven features including the Admin UI. Heavily invested in the planning phase of shortlisted projects, I vetted PRDs for shortcomings or dependencies for under-development features. Some notable accomplishments included - Oversaw the smooth transition of one large dev team being split into four smaller teams - Coordinated project sequencing and feature scoping in order to meet deadlines. - Prioritized bug backlog and escalated feature patches as required - Oversaw quarterly PI planning efforts On a documentation front, I created a variety of useful collateral, most related to user role privileges and their interaction with program features – many still in use today.

C
Client Success Manager September 2019 - January 2021
OfficeSpace Software

As a Client Success Manager, I maintained a portfolio of 75 clients across multiple ICPs (22% SMB, 62% Mid Market, and 16% Enterprise). - Portfolio value of $1.3 million in ARR, with clients from a diverse array of industries. - Consistently met and exceeded personal KPIs, such as QBR engagement (70%) and churn (<3%) - Collaborated with Project Managers for new client implementations and handoffs - Helped train other CSMs and ELT members on use of the product Beyond core CSM duties, I was also involved in the creation of risk and opportunity spreadsheets to help suggest future client call topics and strategies. I regularly filed and advocated for feature requests, while actively proposing relevant workarounds to supplement missing functionality.