Helping 50M+ active digital users create, access, and manage their mobile profiles and settings.

Summary:My role drives the execution and customer coordination of pre-GA activities (alpha & beta) and product end of life, with guidance, designs, structures and initiates programs, aligned with business purpose. • Understand the customers and their various roles and positions in depth to aid the roll out of new functionality• Identify key users and testers in our clients based off criteria defined by Product Manager• Lead the recruiting of the right customers into alpha and beta releases of key functionality• Organize the rollout of new functionality to the customer base in any alpha, beta, and GA stage• Assist in the creation of the support plan and training for Client Org during the handoffs to GA• Ensure that alpha and beta testing clients are the appropriate mix to adequately test functionality anddetermine widespread success• Coordinate release activities and user communications with cross-functional internal teams including other product lines, operations teams, etc.• Provide ongoing customer communication and feedback on the success of product functionality into the Product Management team• Lead the creation of reports for the Product Management team to show them opportunities for improvement in their products based on feedback• Maintain a positive and close relationship with the customer during roll out to understand the success• Communication of functionality rollback / cancellation with clients and internal teams (account management, product marketing)• Create and execute on the End of life product communications for all customers affected whether in GA, Beta, or Alpha• Communicate the status of products with internal stakeholders in the Client Org and provide training where necessary

• Champion Voice of Physicians, prioritize product and customer requirements and make trade-off decisions to successfully define and launch product releases• Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive growth• Coordinate with other product managers to ensure integrated and seamless customer experience of the whole product• Define user stories and epics, drive backlog allocations, collaborate on UX, and partner with the development teams in the Agile development lifecycle• Participate in product demonstrations, industry conferences, and webinars with customers and partners• Represent the company by visiting customers to solicit feedback on company products and services• Act as a product evangelist to build awareness and understanding of our team and our products

• Lead cross-functional process improvement efforts to deliver significant operational improvement and financial benefits• Identify areas/potential projects where process redesign/improvement can significantly impact efficiency, quality and customer satisfaction.• Coordinate internal and external stakeholders to achieve project success • Identify, trend, and analyze data translations to improve business operations.• Suggest and implement automated solutions in cross-functional software development teams.• Scope, design, and manage complex healthcare system integrations.• Build, troubleshoot, and support HL7 & CCDA connections between athena and our clients.• Project manage successful execution, implementation and sustainability of project

• Collaborated with our out-sourced call center to maintain and improve visibility and quality of production and service levels on a daily, weekly, monthly, and quarterly basis.• Managed the outsourcing of the installation scheduling team, increasing individual agent responsibilities and decreasing staff numbers• Managed negative customer reviews from the company online website; collaborated with the marketing team to formulate customer responses as well as to identify improvements of existing customer facing processes.

• Assisted with the expansion of the company to Connecticut and created internal program processes. • Main point of contact for Connecticut customers. Duties include scheduling appointments, communicating work scope details including home preparations necessary for project installations, and managing the overall customer experience during project construction.• Aid customers with the selection of financial plans that correlates to their specific project. Entails processing customer finance paperwork and submitting completed forms to program lenders. • Organize paperwork and input into SalesForce to assist with customer management, process transparency, and reporting.• Support field staff of 25 advisors by rescheduling visits after health and safety concerns found in customer homes. Follow-up with customers and provide sub-contactors to remedy home issues such as HVAC, mold, electrical wire issues, and water damages.• CHAT

This position consists of proactively pursuing business-to-consumer leads in the home energy efficiency industry. I am responsible for 70-90 warm calls per day to prospective clients in order to qualify and convert all inbound leads. I provide superior customer service while handling incoming information requests and sales calls. I support various clients, multi-task among competing demands, and exceed sales quota objectives. In addition, I create and maintain customer records in Salesforce to assist with customer management, process transparency, and reporting.