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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
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.
Certified in industry best practices for effective customer success management including onboarding, planning, and success metrics.
Actively certified in Agile and Scrum principles including product ownership disciplines and best practices.
Work & Experience
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.
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.
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.