Overhauled failing SFDC Field Service Lightning implementation project and executed successful business adoption Mentored and coached 10+ employees focusing on growing skills leading to promotions, and new positions within the companyExecuted project management user acceptance testing cycles for 75+ mid-size CRM releases, lowering post go live incidents by 25%Managed planning, execution, and integration of 15+ international and domestic Technical Support and Customer Service acquisition integrations improving business processes and customer SLADeveloped and implemented training to 500+ global Technical Support Engineers on business process including CRM workflows, R&D defect tracking, and product vulnerability reporting. Planned and collaborated on Customer Success long term strategy for multi-regional Technical Support organization Authored 175+ release notes, user guides and knowledge articles for Siebel Service, Customer Support website, and Salesforce Field Service LightningSpearheaded, documented, and controlled scope reducing risk for 50+ Support website releasesDevised and streamlined merger and acquisition integration playbook. Strategized with work stream leads to uncover blind spots and designed best-fit solutionsLead multiple cross-functional teams arriving at successful solutions for 150+ projects including hardware return process, knowledge management process and customer-based product defect tracking

Leading provider of data and business information services for professionals in the property information, mortgage lending, and real estate market sectors. Provide a comprehensive coordination of all product management activities, from customer research to fulfilling the ultimate objective of releasing a commercially marketable productDeveloped business strategies for marketing list, property profile and mobile products focused on delivering on both strategic and revenue objectivesPerformed market research through customer surveys determining the market requirements for continued purchasing of data elements as defined by analysis of customer usage patternsConducted product presentations for Fortune 100 customers assisting sales in solidifying contracts. Defined and implemented private label opportunities for profile and list products which increased revenue by selling the product through new reseller channelsLead team for Property Profile product launch managing team of off-shore developers, sales, marketing, customer service, finance and legal successfully releasing revenue generating productIncreased development velocity by focusing team on grouping work packages with structured sprints and releasesConducted both focus and user group testing events discovering product and workflow changes early in the product design and development process for new data management platformCreated product release collateral highlighting product features with benefit and values for customers used by marketing for email and print campaigns for entire product portfolio Documented product requirements for new data management platform ensuring meeting both internal customer requirements while planning for future expansion of the product

Conducted market and customer research developing requirements for new administration tool used for $5M property profile product line Developed a comprehensive strategy for property and mortgage based products focused on delivering on both strategic and revenue objectivesProduced and presented business case of market and customer opportunities, potential revenue, and competitor insights for next generation property profile productCreated and implemented beta test program for CD property software ensuring product enhancements met market demand and preventing costly reworking of code and UI redesignManaged and lead team of 8 account managers located throughout the US. Mentored and grew entire team to become sales representativesWrote training guides and quick starts for customer and internal use on Account Management systems, property location program and CD tips and tricks guide. Established customer service issue and enhancement reporting process Managed cross functional team implementing company wide knowledge base permitting sharing of information from product to sales and support