• Product management User and market research, product planning, prioritisation, release management and marketing• End-to-end product designDesign research, ideation, UX design, QA testing, release and reiteration• Technical Product Management API integration research, design and implementation with market leading software and channel partners• Setting product roadmap• Managing development priorities and resources• Managing product backlog• Communication with key internal and external stakeholdersKey projects:• Designed, implemented and tested integrations with two market leading softwares (ezyVet and Henry Schein EXACT) • Decreased client implementation timeframe from 2+ weeks and multiple touchpoints to a 30 second self-service process• Self-service and improvements in billing automation lead to 500+% increase in SME MRR • Increased MAU from ~10% to 30%+• Drove self-service support (designed multiple product self-service initiatives, scoped and built knowledge base, built in-app support)• Integrated CRM and marketing operations tool (Hubspot) with the SaaS product• Overhauled phone support system

• Product management • UX / UI design• Product wireframing • Managing small support team of 2-3 employees (based locally and abroad)• Directing and building internal and external support resources

• Sales order entry and processing - ensuring contracts are compliant while processing orders accurately and in a timely matter.• Providing end to end provisioning support.• Generating invoices via Pronto.• Auditing Digital Mobile retail stores to ensure management of risk and maintenance of internal processes.• Providing phone based support for external retail customers and internal retail staff.• Continuation of tasks supporting internal account managers and external business customers.

• Interacting professionally with a wide variety of people, responding, investigating and actioning all inbound service queries - including billing, technical and pre/post sale support.• Developing and maintaining relationships with business customers.• Supporting SME and Corporate account managers - acting as a ‘go to’ when the account managers were not available as well as assisting with all service requests.• Providing direct support via inbound and outbound phone calls and emails.• Handling escalations and owning fault resolution with customer satisfaction as a priority.• Maintaining response and resolution SLA of 90%+• Building strong relationships and liaising with multiple teams within Digital Mobile and Vodafone.

• Serving a wide variety of people, providing recommendations, processing items through a point of sale system and handling phone queries.• Managing staff and store administration.• Maintaining database of 50000+ stocked items• Dealing with overdue accounts and debt collection over the phone.