Casey P. Email & Phone Number

Dallas, Texas, United States

In first year, increased product offering by 100%.Implemented agile processes and best practices, resulting in increased efficiency and productivity with reliable delivery cadence and quality.Established internal and external communication processes for product releases and product feedback.Built strong and trusting relationships with product teams, stakeholders, executives, and SMEs.Collaborated with technology teams to establish documentation platform for entire… Show more In first year, increased product offering by 100%.Implemented agile processes and best practices, resulting in increased efficiency and productivity with reliable delivery cadence and quality.Established internal and external communication processes for product releases and product feedback.Built strong and trusting relationships with product teams, stakeholders, executives, and SMEs.Collaborated with technology teams to establish documentation platform for entire organization.Managed custom corporate and office flex space website projects, both from conception to launch as well as from mid-stream to launch.Interview SMEs, client partners, internal stakeholders, and users to determine areas of opportunity and formulated solutions resulting in increased efficiency and user experience.Developed product roadmap for both short-term and long-term goals.Implemented and released 90% of roadmap within first 18 months.Educate management and product teams on product planning, vision, personas, and other product processes. Show less

Remote

Key Achievements:7+ years experience as sole product manager for B2B SaaS10+ years experience building, managing, & directing client support for B2B SaaSConsistently low churn rate, currently 5%Consistently high CSAT of 83% over last 3 yearsConsistently high NPS score of 75/100 and mean of 9.3/10Earned overall score of 4.5/5 on CapterraHelped grow business client base 600% over 10 yearsHelped grow company from 3 to 14 team membersSmarterSelect is an… Show more Key Achievements:7+ years experience as sole product manager for B2B SaaS10+ years experience building, managing, & directing client support for B2B SaaSConsistently low churn rate, currently 5%Consistently high CSAT of 83% over last 3 yearsConsistently high NPS score of 75/100 and mean of 9.3/10Earned overall score of 4.5/5 on CapterraHelped grow business client base 600% over 10 yearsHelped grow company from 3 to 14 team membersSmarterSelect is an application form management solution primarily for scholarships, grants, awards, internships, and an array of other programs which require form submissions and reviews. Client organizations are of all sizes and are primarily of the non-profit sector or research and education. The product supports the client's scholarship/grant/program lifecycle, from building the program and application forms, to collecting and validating submissions, to reviews and evaluations, and finally selection and disbursement.• Helped grow company from 3 to 14 team members and client base by 600% over 10 years • Serve as key stakeholder in business decisions• Marry effective communication with real data to influence decisions in product and company direction and push product vision • Interview and assist in hiring new team members in all departments • Work closely with Marketing and Sales teams to define marketing, sales, and KPI goals as well as analyzing and adjusting processes as needed to achieve those goals • Collaborate with Finance Director and President on reducing costs and finessing processes for greater efficiency • Review and analyze data gathered from focus groups and various channels of user feedback for use in capacities such as jobs-to-be-done, market positioning, strategic alignment, engagement tracking, and marketing campaigns Show less

Remote

• Serve as user advocate for all product user roles in order to deliver the most efficient, intuitive, and user-friendly experience • Cultivate user experience from client administrators to their end-users to third-party integrations • Notable projects: 3 full UI redesigns; user database and logic restructuring to isolate user access controls; Zapier integration; SSO integration feature; automated workflows; support chat and automation integration • Co-lead Development team… Show more • Serve as user advocate for all product user roles in order to deliver the most efficient, intuitive, and user-friendly experience • Cultivate user experience from client administrators to their end-users to third-party integrations • Notable projects: 3 full UI redesigns; user database and logic restructuring to isolate user access controls; Zapier integration; SSO integration feature; automated workflows; support chat and automation integration • Co-lead Development team with CTO; oversee all product-related projects from design to QA and delivery • Consistently deliver new features and product improvements on a narrow budget; upgrades consistently twice weekly with updates, fixes, and/or new features • Lead client-specific projects to deliver new product features and capabilities; plan and design these features to be marketed to full user base • Oversee Support and Product & Engineering teams • Drive product direction based on industry trends and user feedback • Wireframe new product features and compose user stories for delivery to engineers • Serve as both technical and product lead on all product-related projects • Keep finger on pulse of non-profit industry, SaaS trends, project/product management, and technical innovations to lead the way for application management solutions in user experience, efficiency, and keeping customer churn to a minimum • Lead strategic goals for the entire organization in both long-term and short-term Show less

Remote

Started as first Client Support Representative for the company and product.Single-handedly built the knowledge base, support site, and eventual team as well as set an exceedingly high standard of customer service for which the company is still known today.• Collaborate with Support Supervisor on Support projects, including designing Subject Matter Expert roles and a customer-centric onboarding process to provide all client users with a seamless transition to a new system •… Show more Started as first Client Support Representative for the company and product.Single-handedly built the knowledge base, support site, and eventual team as well as set an exceedingly high standard of customer service for which the company is still known today.• Collaborate with Support Supervisor on Support projects, including designing Subject Matter Expert roles and a customer-centric onboarding process to provide all client users with a seamless transition to a new system • Mentor Support team members on SME roles, guiding the development of the role and resources• Lead teams in selection of software and other tools • Onboard entire organization on all new software, tools, and product features • Design, publish, and maintain product marketing, training, and internal knowledge base/wiki • Assist in lead nurturing with Sales team, especially working with client technical teams• Create, edit, and publish product videos, webinars, toolkits, etc. Show less

Remote, Dallas Tx

Provided support in various capacities to Radial Group, a health & wellness marketing consultation firm based in Dallas. Projects typically included creating marketing materials, client newsletters, and data research and reporting.