Avery Laberge Email & Phone Number

San Francisco, Ca, Us

• Promoted to lead the Developer Relations team to create a world-class developer experience enabling partners to build their own embedded products.• Responsible for ensuring high quality Embedded builds & successful launches. • Subject matter expert of Gusto Embedded platform & RESTful APIs. Provide Technical Engineering support for Partners.• Collaborate closely with Eng & Product teams to maintain a consistent customer feedback loop, manage the internal roadmap, & roll out new functionality to Partners.• Facilitated the coordination & alignment across cross-functional leaders to optimize org structures & improve support of the Dev experience.• Established KPIs for the developer journey with baseline scores & implemented mechanisms to track performance over time.• Led the cross-functional project to migrate to Readme & launch a new version of Gusto’s API documentation• Published 15 developer guides for docs.gusto.com & collaborated closely with Product & Marketing teams on messaging for Gusto’s developer audience.• Procured & managed through completion the development of a demo application using a third-party developer, creating a key sales tool to leverage in conversations with prospective partners.

London, England, Gb

San Francisco, California, Us

• Managed Gusto's External API and Ecosystem • Solved small business pain points through product integrations• Engaged with third-party developers in integration specs and builds• Provided API support to Gusto's platform partners • Influenced the Gusto API roadmap to enhance integration capabilities • Gathered integration feedback to improve user experience for Gusto customers• Managed all Gusto integrated partnerships with third-party SAAS providers• Worked directly with external product teams on integration builds• Took the initiative to lead the product research, planning, development & launch of Gusto’s first developer portal when headcount was re-allocated elsewhere.• Designed & conducted Partner research to understand customer & synthesized learnings into key insights & actions to influence annual strategy & define target audience for the business.• Led high-impact projects focused on the continuous improvement of BD’s operational efficiency, process quality & partner/developer experience, including implementation of a pipeline management tool & team performance dashboard.

San Francisco, California, Us

• Promoted to lead a new function & scaled the team through 2400% growth from 2 to 50+ reps in <2 years in order to support the business’s most valuable customers & consistently met all business KPIs.• Established the team strategy & mission that enabled the team to meet KPIs, including defining expectations & daily operations while managing 12 ICs & 2 team leads.• Created & rolled out career paths for team leads & ICs which led to becoming a key stakeholder in the broader career development program for Customer Experience. Rolled out performance scorecards to • 100% of the 350-person Customer Experience team to facilitate understanding of role expectations & career paths.• Built & led the Executive Escalation program for customer inquiries to CEO staff & analyzed insights from each escalation to provide strategic recommendations to Gusto Executive & Product teams.• Led the change to a new team structure to better serve our customers & operate more efficiently in order to meet business needs.

San Francisco, California, Us

• Promoted to Manager in 1 year & relocated from SF to Denver in 2016 to build out a second HQ.• Oversaw daily operations & organization’s target KPIs for a 12+ member team & empowered team members with a focus on personal & professional development.• Built a 3-week training program to onboard new hires in Denver on product, systems, & tools using a variety of evaluative & assessment techniques, reducing ramp time & improving employee satisfaction.• Led the initial frontline operations to train a support vendor in the Philippines in October 2017.

San Francisco, California, Us

San Francisco, Ca, Us

• Effectively solved customer inquiries via phone, email, and Twitter using a CRM tool• Held a high bar for Support when owning customer interactions• Identified, documented and followed up with engineers on product bugs and features• Advocated for customers by identifying trends in issues and suggesting improvements to processes, policies and products• Recognized errors and draft improvements to content in the external Support Center and internal documentation• Collaborated with members of other teams to root out answers and be a resource to teammates• Worked in a 4-person team to maintain and improve culture of the Support Team

San Francisco, Ca, Us

• Supports Account Coordinators and Assistant Account Executives on all client activities• Implement social media campaigns, development of press materials and management of media contacts• Assist with new business proposal development, research (marketing and industry trends), and presentations• Monitor and track all client media coverage with Excel; create coverage reports for clients• Attend both Cinch and client meetings, prepare meeting presentations in PowerPoint, provide creative counsel, proficient note-taking and on-site project management when required• Manage and coordinate planning and execution for various events, including interviews and media trips

• Practice multi-tasking under extreme pressure and provide value-based decision making • Communicate professionally, tactfully and with the utmost respect at all times and proactively respond to issues

Dallas, Texas, Us

• Coordinated, prioritized and completed multiple tasks and work activities efficiently and promptly• Reviewed and maintained data for project files, metrics, and reports; produced other spreadsheets/data as needed• Supported 3 Managers with varying personalities and styles while working independently with little supervision

• Assisted in the food preparation for dinner service to learn cooking techniques and a new cuisine• Engaged with fellow staff to brainstorm and create new dishes• Organized, cleaned and helped to maintain the kitchen and restaurant

• Relocated to Bayreuth, Germany under a 1-year contract as an international Au Pair to assist the Dierkes-Clemens Family• Responsible for child (age 8), tutored the family in English, and shared American culture• Practiced schedule keeping, time management, behavior management, teamwork and cultural sensitivity

*Promoted from Administrative Assistant to Manager• Programmed and coordinated Outdoor Adventures Camp activities, trips and meetings• Demonstrated initiative and forward planning in completing projects, resolving problems and meeting deadlines with minimal supervision• Managed swim lesson program, schedule and level changes, and implemented individual customer needs• Supervised student staff and assisted with recruitment and training; conducted staff evaluations• Provided assistance with youth management, discipline and conflict resolution• Attended weekly staff meetings to review camp issues, establish policies and prioritize improvements

• Refined receptionist tasks and procedures; handled calls and visitors in a professional and proactive manner• Worked closely with Camp Director to create a successful program for Davis youth, their parents, and staff• Led strategic planning and development of counselor training program that delivered $8000 cost saving • Learned pertinent management and leadership skills and developed problem-solving skills

Bachelor Of Arts (B.A.)

Participated In The Philosophy & Economics M.A. Programme

Spanish Language