Senior Product Manager responsible for Journey Orchestration.

Write MVP and multi-phase user stories with detailed acceptance criteria based on customer interviews that have driven a 45% cohort-based retention rate among power users and tripled MRRCreate low and high-resolution designs using Balsamiq, Sketch, Zeplin, and InVision to establish a consistent design library, validate UX flows, UI patterns, and communicate to engineersResearch, procure, and implement an embedded analytics tool to sell as an add-on for prospects, increasing average annual customer value by over $15,000. Design and review product analytics such as NPS, MAU, feature adoption, and cohort analysis in tools such as Heap, Looker, and Intercom. Design and lead agile development process using Jira to manage priorities, estimate complexity, and create a predictable engineering workflow that has increased average burndown rate from 40% to 95%

Conducted customer interviews and A/B tests relating to microcopy in application’s email feature, driving a 4% increase in user engagementArchitected best practice email sending architecture with engineering team to increase customer email deliverability by 10%Audited software add-ons via MySQL and Chargify billing system, identifying and resolving 3% of customers who were determined to be under-billedFormed lean process for bug triage and resolution owned by product management leading to an average 8% increase of velocity across all teams

Oversaw training, customer success, marketing, and product development.Training• Train clients to use ESM software in web-based and on-site training sessions• Teach clients how to create best-practice Kaplan-Norton Balanced Scorecards• Coach clients to create effective strategic planning governance structures• Facilitate client strategy review meetings• Create training slide decks and manuals• Provide ESM help desk and troubleshooting supportProduct Development• Lead Quality Assurance team and manage bug recording software• Lead agile Product Development team• Design new feature user stories and communicate client software needs to development team• Oversee development of new human capital and employee review productsMarketing/Sales• Lead marketing team and develop a marketing automation engine• Create marketing collateral such as brochures, booklets, videos, and website content• Deliver software sales demonstrations to prospective clients• Respond to RFPs from prospective clients

• Research state housing policies concerning multifamily preservation, green initiatives, and sustainable development• Update online database of state and local housing policies• Develop and submit relevant comments during public comment periods to state housing finance agencies

• Research state and federal drug policy pertaining to upcoming legislation• Contribute writing and editing to congressional lobbying initiatives• Attend congressional hearings and summarize main points for supervisor and blog posts

•Diagnose client hardware and software issues and communicate problems with clients•Resolve client’s ticket by repairing hardware or ordering new parts•Maintain client backup database for users to restore files

•Researched state low income housing tax credit policy and aggregated information in central database•Drafted public comment letters to state housing officials•Organized marketing events for non-profit award nominations•Wrote press statements updating clients of state policy changes and research findings•Organized fellowship meetings with alumni to discuss working in Washington D.C.

•Developed personalized individual and group tutoring programs•Adopted a variety of different teaching methods corresponding with student need•Studied non-profit organization and structure by conducting interviews•Learned and applied classroom management techniques from full-time teachers

•Reclassified Equity and Mutual Fund asset classes in PortFolio Center© Financial Software•Translated company data into digital records in Microsoft Excel•Assessed the accuracy of company’s financial databases