- Established a user value framework to align the product roadmap with mission objectives.- Designed and implemented bug and feature/enhancement processes, fostering collaboration between engineering, product, and business teams.- Conducted user and product research sessions to document clear user needs and value propositions.- Developed and managed the product roadmap for the V2 rebuild, including the go-to-market strategy.

- Define and articulate the company's vision, mission, and long-term strategy.- Provide clear direction and inspire the team to achieve ambitious goals.- Drive the development and enhancement of our mobile app, ensuring it meets the evolving needs of parents.- Utilize user feedback, market research, and industry trends to inform product decisions.- Leverage Design Thinking methodologies to collaborate with Design and Engineering to define the most effective product roadmap.- Foster a collaborative and innovative work culture that encourages creativity and excellence.- Identify and cultivate strategic partnerships and collaborations that enhance our app's value proposition and market presence.- Champion a customer-centric approach, ensuring the app addresses the core needs and pain points of parents.- Leverage methodologies like the "Jobs to Be Done" framework to guide product decisions.- Manage budgetary and financial matters, ensuring the company operates efficiently and achieves financial objectives.- Stay abreast of market trends, competitor activities, and emerging technologies to position Earnee as an industry leader.

• Led a customer success team managing 500+ automotive repair and OEM accounts, achieving $5M ARR with a churn rate under 3%.• Developed the “Shop Diagnostic” framework, increasing product adoption and customer value delivery.• Managed the product analytics platform Pendo to provide usage insights for the Product team and led in-app communications to drive customer adoption.• Improved the customer onboarding process, reducing time by 94% through streamlined processes and automation.• Built and integrated dashboards and tools for CS teams, enhancing data quality, monitoring, and customer engagement measurement across the customer journey.

- Started the Customer Success organization and developed runbooks, business processes, metrics and materials from scratch.- Successfully managed Support, Customer Training and Education and Customer Success Management functions.- Developed streamlined customer on-boarding, deployment, implementation and integration processes.- Created and implemented training resources and deployment tools for customer use.- Developed support materials and user guides for all products in the Vaporstream platform.- Managed the customer health program by developing KPI’s and usage metrics to measure customer health and integration with the Vaporstream solution.- Continuously monitor performance/operations metrics to proactively identify issues; work to find the root cause and offer solutions.- Project manage new functionality and bug resolution utilizing JIRA platform- Product manage custom deliverables for clients including writing business requirements and ticket stories for the Engineering team.- Worked closely with the Engineering and Design teams to present the voice of customer program and work to develop key features and enhancements to better the platform. - Implemented UserIQ as an analytics platform and implemented training guides and tooltips on products.- Partner with Sales to establish processes to baseline customer business objectives, establish KPIs, identify methods for tracking KPI, and create feedback for both ongoing ROI conversations and white paper development- Manage Customer Support organization and attend to customer issues using Freshdesk for ticketing.- Maintained strong customer relationships with key accounts to develop use case exploration for upsell opportunities. - Revamped internal process for the hand-off between the sales and customer success teams. Speeding up the implementation process and offering better service to our customers.

Senior Public Sector Program and Contracts Manager•Top level relationship manager for large enterprise and government contracts. •Managed $80+ Million in recurring revenue.•Lead the market development for Public Sector sales including acquiring and renewals for national cooperative contracting groups such as Omnia Partners (formerly National IPA/TCPN/US Communities), E&I, PEPPM, MHEC, TIPS/TAPS and BuyBoard•Developed sales enablement training surrounding contract “piggybacking” to enable sales opportunities and avoid costly bidding wars. •Oversee the completion of RFP’s and RFI’s for State and Local government procurement contract opportunities.•Managed subcontracting and Diversity M/WBE partner programs.e-Procurement Project Manager•Project managed the creation and marketing of landing pages and purchasing portals for acquired contracts.•Provided easy integrations with eProcurement providers such as SAP Ariba, Coupa, Jaggaer, ESM, Unimarket, Vinimaya, Perfect Commerce, SAP, Oracle, etc.•Managed the creation of Punch-out and Check-out portals for institutions as well as cXML and EDI capabilities.•Managed the Federal Marketplace portal and GSA Schedule Contracts.

•Creating quotes and bids for potential client purchases and capital projects •Meeting with clients and designing complete production solutions •Processing purchase orders accurately and quickly to meet high customer demand •Logistical management of shipments, product availability and delivery of drop-ship products •Customer service follow-up including returns, exchanges, price adjustments and maintaining customer relations •Working with the digital sales portals team to resolve customer issues and complaints•Product specialist for lighting and photo issues and quote related inquiries •Senior account manager for NBCUniversal, Fox and HBO

•Qualifying customers and finding appropriate solutions to their needs •Finding creative solutions to unique problems that customers bring regarding all elements ofphotographic and film production •Collaborating with the Gradus Group brand product development team with testing out new products,writing review reports and critical analysis of the product Creating orders in the Unix database in a quick concise manner to streamline customer service •Collaborated with “The Studio” in creating integrated studio lighting packages