-Owner of near-term product roadmap, create strategic plan for implementing features across releases-Conduct regular client interviews to vet concepts and identify new market opportunities-Analyze application usage data to locate trends, validate assumptions, and monitor feature adoption metrics-Combine client and internal stakeholder perspectives into detailed user stories for development-Conduct competitive analysis to advise positioning in the market and influence product roadmap-Project manage roll-out of new features and retirement of old features across client base-Implemented standardized release launch process including training and documentation for growing Sales and Support organizations-Run monthly product marketing webinar series averaging over 200 attendees and 50 downloads per session

-Daily triage of customer reported issues, responsible for issue escalations from customer support-Responsible for keeping lines of communication open between support and product teams-Fielded and categorized customer feature requests in an organized feature backlog-Leveraged deep understanding of client base to advocate for supportability and functional requirements in development projects -Managed rollout of complex new features across existing customers-Conducted monthly release trainings for support and sales organizations

- Deployed, trained and managed customer accounts representing over 100 M SF of commercial real estate- Created detailed user guides, and interactive training videos to reduce inbound support calls- Implemented a monthly customer newsletter to improve customer engagement - Worked closely with UI design contractors to plan a complete design overhaul, and managed its rollout to customers

- Mastered the Building Engines application and acted as front line support for customers by answering more than 40 customer support phone calls and emails per day- Assisted with new customer deployment process and conducted hundreds of new user trainings- Contributed to company blogging program generating an average of 500 page views- Coordinated pre-release QA process before dedicated QA resources were hired

- Mastered the athenaNet application, and kept knowledge current by leading client-facing release webinars- Gained extensive client service experience through fielding 30 to 70 client support calls per day, working online CRM cases, and leading online client trainings - Developed strong analytical and problem solving skills by helping clients with all levels of issue management- Assisted Implementation Team with “go-lives” at practices across the country, providing on-site support to new clients during deployment