Springboard is an early-stage HR Tech startup building a better way to manage candidates, and candidate relationships for talent agencies.Developed customer onboarding processes, ensuring a seamless and positive experience for newclients. Authored best-practice documents and product playbooks. Conducted in-depth producttraining sessions during onboarding, enabling clients to leverage our solutions effectively.Defined the strategic vision and built the roadmap in Aha! to achieve the vision. Partnered with the executive team to develop and execute the plan from 0 (idea) to 1 (v.1) 0-1 all within 9 months.Increased user engagement by 20% by redesigning the user experience from the ground up using figma as the design toolConducted regular demos and check-ins to gather customer feedback and drive product enhancements, leading to a 25% increase in product adoptionActively sought executive-level feedback through regular check-ins and strategic reviews, using insights to drive product improvements. Acted as a trusted advisor, aligning our solutions with the strategic goals of our key clients.

Planview purchased Changepoint in Jan - 2021• Responsible for ensuring success, ongoing retention, and positive business outcomes for a portfolio of46 enterprise customers generating $4.2 Million in ARR. Gross Retention Renewal rate of 95% to an 87%target. Consistently held referenceable customer rate of 70% to 50% target.• Partnered with Sales and Renewals teams for enterprise renewal efforts over $200kARR. Led renewalfor customers under $200K ARR.• Created an onboarding process for new CSMs and mentored new CSMs on processes, resulting in a50% decrease in time to productivity. Mentored on resolving issues and creating solid businessrelationships.• Teamed with CSM leadership on programs to define and implement customer journeys includinghealth scores, engagement plans, and OKR's for the CSM teams.• Created and tracked success plans, customer journey roadmaps, and health KPI's in Gainsight.Created customer health, adoption, and OKR dashboards in PowerBI, Cognos BI, and Tableau. Experience managing customer accounts and renewals in Salesforce.• Created best practice documents and training videos to increase adoption from an average of 60%to 83%+ across my book of business. This helped customers understand where product usage waslagging, common reasons why it was lagging and how implementing new strategies would helpincrease adoption and ultimately provide more value.• Achieved high visibility with customers, resulting in strong relationships at all management levels,including the c-suite. Facilitated QBR presentations to Executives and stakeholders resulting in CSATscore increases of 25%

• Managed all North American customer implementation projects from kickoff to closure. I averaged 15implementations at any given point in time and managed more than 50 customer implementationsin total, with a 100% success rate.• Managed all aspects of the professional services engagement, from scheduling consulting resources,creating and managing project plans, documenting issues, risks, and action items, status meetings,status reports, etc.

• Worked directly with customers to configure, implement, and maintain Daptiv’s PPM software, actingas the product and process expert post-sale in over 60 distinct customers' PMO, and IT organizations.• Worked with customers post-implementation, to define reporting requirements and build reports anddashboards using Cognos Analytics and IBM Cognos 10.2 - 11 Report Studio• Facilitated product training during implementation, and post-implementation for new users.

• Managed the implementation of Daptiv’s PPM software to bring structure and process definition to the Beats operations group, increasing program efficiency by 60%.• Worked with many distinct teams within Beats (Executives, Sales, Marketing, Product Management,Product Development, etc) to define current processes, then implement Daptiv’s software to manageand improve those processes.• Defined and implemented the process for adding, managing, and archiving programs and projects for the Global Launch Readiness team at Beats. • Worked with various teams to define reporting requirements then created the reports using IBM Cognos 10.1 Report Studio.

Created SaaS based reporting solutions for the retail and advertising industries. - Defined business use cases to build business intelligence solutions for the retail industry.- Worked directly with customers to define problems and propose solutions.- Demonstrated new functionality to potential clients as well as existing customers.- Built KPI’s and dashboards to help demonstrate the functionality of the PivotLink platform.- Researched and documented market opportunities.

Led an agile development team in producing customer-driven features for a SaaS-based business intelligence product. - Worked with stakeholders and customers to define product vision and roadmap.- Met with the development team every day to define, design, accept, and adapt features. - Worked with customers and stakeholders to understand their needs and manage expectations. This often includes giving demonstrations of prototypes and working software to gather feedback.- Defined and prioritized the backlog of work. Acting as the voice of the customer and providing a business perspective on value during day-to-day development.- Worked with the customer support team on escalated issues as well as to get the pulse of the customer.

Led a Scrum team developing new search functionality in an existing SaaS-based software product.- Created and drove project plan, managed risks and responsibilities, status updates, and feature updates.- Wrote all user stories and acceptance cases- Implemented a new agile development methodology with the development team- Created wireframes for all new functionality- Worked closely with Product Managers to define the requirements and scope of the project.

Defined and managed the development of product enhancements and new product functionality using Agile/SCRUM processes. Authored user stories and acceptance cases, and acted as the “voice” of the customer.Managed the design and implementation of key features and functionality for Daptiv PPM products increasing adoption by 30%.Defined and executed the Daptiv Data Analytics feature. Drove build vs. buy decision process, then managed the software selection process, built out the infrastructure, trained internal and external users, and managed the go-to-market launch of the feature..Owned the definition and implementation of Cognos V8 BI into Daptiv’s SaaS based Project and portfolio management system.Acted as the SME / Product Owner around all Cognos features and functionality.Defined 30+ sample reports and developed 15 reports using Cognos Report Studio.Defined and implemented new dashboard features which allowed customer to customize their reporting experience.

Working for a telecommunications customer as a Business Analyst I focused on defining business requirements, documenting process flows, and defining solutions for a new business intelligence data warehouse.Met with clients to define as-is process flows as well as gathering business requirements for next generation system.Used business requirements to define new data warehouse solution. Touched many aspects of the system from cost distribution to billing and data management

Responsible for all standard reporting features and functionality.Created business case and garnered approval to build a new $1.5 million reporting solution, ultimately lowering the total cost of ownership of the Qpass Service Management Platform and Qpass managed services (hosting) by 50%.Lowered the cost to manage data and generate reports by 66%.Wrote market requirements documents (MRD) for a new reporting solution, which includes a new reporting infrastructure, Informatica PowerCenter ETL tool, a new reporting tool, and many new reporting processes.Managed all data issues, which included analyzing the issue, defining the solution and managing the process to ultimately see the issue resolved.Owned product roadmap for all reporting products and features.Owned and drove all internal and external communication around the reporting products and featuresManaged and solved many customer-specific issues around data and reporting.

Drove product strategy (pricing, promotion, placement, design, feature sets, etc.) throughout the development process to ensure customer needs were communicated and considered in design decisions.Managed many strategic customer and partner accounts in the Streaming and CDN industry such as Intel Internet Media Services, Mirror-Image, Cacheflow, PanAmSat, BBC, Globix, and Digital Island as well as many enterprise accounts.Developed many metrics (custom and standard) and custom reports for professional services groups based on data from streaming media Logfiles.Acted as the first point of contact for any non-technical users and colleagues. Often presented in sales calls and business development discussions as the technical expert and solution-focused resource.Drove four of Lariat's strategic partnerships with major hardware vendors including Vividon, Surgient Networks, Digital Fountain, and Starbak, as well as acting as main contact of technology partners such as Real Networks and Microsoft.

Primary responsibilities include managing all aspects of corporate accounts from initial implementation to high-level technical support.Acted as product and industry specialist to determine product strategy and vision and in turn acted as the Business Development and Sales team's main technical contact.Analyzed and drove the most effective method of problem resolution by utilizing applicable internal resources as well as external contacts and industry discussion lists.Acted as technical resource to assigned corporate accounts, requiring professional-level technical expertise across all of Lariat's enterprise level reporting products.Created and tested solutions using Microsoft Analysis Services (OLAP), SQL Server 2000, Microsoft IIS, NT Server, .Net Server, Real Networks Streaming Servers, and Apple Quicktime Streaming Servers.

Responsibilities included gathering business requirements to enhance and improve reporting applications. Gathering Requirements included meeting with customers, by way of 1:1 meetings as well as focus groups, to determine customers' perception of the product so I could develop solutions based on feedback.Prioritized change requests, set strategy and vision for future releases of the product, and worked closely with Program Managers to implement changes to the application.Documentation of the change requests, attending functional specification reviews, alpha testing the fixes and improvements, and conducting the Beta tests with my customers.Conducted training classes every month for new customers, as well as, 1:1's and follow-up training for heavy users of the application.I managed a team that created the first web presence for Headcount Reporting products, MS People and Information Desktop. This included Web-based training courses, FAQ's and general product information.

Responsibilities include initial contact with a prospect, giving presentations and demonstrations of our software; follow up with potential client, and on-site visits to determine hardware and software needs.Interacted with Upper level management to individual contributors.Influenced purchasing and process decisions by demonstrating value, and ROI of how a new strategy can add to the bottom line. Managed the client once the sale was made. Met with owners/managers to plan hardware and software implementation.Product design and implementation of custom operational and back-office procedures. Conducted all aspects of professional services.Implemented LAN and WAN technologies including Unix and NT servers, Windows clients, and local and remote printing options.