In my most recent role as a Director of Product Management and Customer Support, I was responsible for managing two SaaS CRM products, driving successful migration, and increasing product adoption, all while overseeing the customer support team and managing the daily operations of the Oklahoma City office.My key responsibilities included driving continuous product improvement by working with a dedicated engineering team and creating a product roadmap, as well as delivering efficient and positive customer support experiences by setting support standards and implementing processes.Here are some of my notable achievements in this role:• Maintaining Key Relationships: I successfully retained relationships with all key partners and clients and communicated about expanding partnerships during a period of acquisition announcements.• Building a Support Team: I built a support team from scratch and defined measurable goals, tracking their outcomes and establishing Support OKRs for Q1 2022.• Improving Support Processes: I managed a 304% increase in support request volume, reduced the response time by 80%, and resolved 55% more requests compared to the previous month by implementing a faster and more efficient support request management process.• Streamlining Technical Support: I utilized my product management experience to streamline the technical support function in the organization.• Driving Product Success: I achieved strategic success across the entire Daily AI product suite through collaboration with the VP of the product.

In this role as a VP of Product and Development, I leveraged my expertise to guide product development process, provided strategic leadership to the organization, and serve as subject matter expert, driving short- and long-term product goals.Here are some of my notable achievements:• Driving Revenue Growth: I introduced a new, more efficient communication and revenue channel, contributing to 25% of the company's total recurring revenue.• Boosting MRR & LTV: I was recognized for a 300% increase in MRR & LTV and a reduction of net churn by 85% in under 3 years.• Enhancing Customer Value: I gained a competitive advantage by delivering a mobile app on time and under budget, providing additional value to customers.• Improving Product Quality: I developed product quality standards in collaboration with the engineering team, resulting in consistently high-quality products.• Fostering Customer Success: I established product adoption and success metrics, championing the customer success processes and initiatives across the organization.• Streamlining Software Testing: I led the implementation of software test automation practices, improving product quality and reliability.• Sharing Key Insights: I introduced a company-wide data dashboard, sharing KPIs throughout the organization on a monthly basis.• Elevating Customer Satisfaction: I implemented a customer success culture, increasing customer success rates and overall satisfaction.

In my role as a Sr. Product Manager, I was responsible for shaping the product vision for our flagship B2B software through strategic planning and market research. I worked closely with stakeholders to define the value proposition and executed a comprehensive marketing plan to bring it to life.Some of my key accomplishments in this role include:• Streamlining the product line: I led the successful transition from a desktop-based solution to a web-based SaaS product suite, updating our flagship software from a VB6 development environment to a modern and scalable .NET platform.• Maximizing customer value: Through continuous improvement, I ensured that our flagship software suite maintained its market-leading position and preserved its top market share by providing maximum customer value.• Ensuring customer compliance and efficiency: I oversaw the development of critical data consistency features that assisted customers in complying with industry standards and improving their overall efficiency.

I played an active role as a member of executive team; planning, developing, and implementing high-level business and marketing strategy. Drove new product development and launch by conducting market research.A small selection of the achievements from this role includes:• Secured company's third-largest account from competitor within three months.• Recognized for overseeing the marketing department of a $12M B2B2C company.

Managed full life cycle of IT development projects; led teams of up to 10 internal and vendor resources, coordinating efforts of software developers, web designers and developers, user experience experts, database architects, and testers across multiple projects concurrently. Followed proven project management methodologies to keep projects on track and profitable via detailed planning, careful execution, diligent status monitoring, and effective scope creep management. Established testing and user acceptance procedures, implemented statistical and reporting tools, communicated progress and issues to stakeholders, and reported to CIO.

Co-founder, managing partner, and CEO-elect of social network advertising start-up; directed PR and fundraising efforts, pursuing leads and communications with potential angel investors, venture capitalists, and state-sponsored funding groups. Oversaw development of company's flagship product and service as both project manager and occasional application and database developer.

Directed company to provide clients across diverse industries with custom web applications and smart B2B and B2C solutions; delivered e-commerce capabilities, strengthened customer relations, built corporate identity, and improved marketing impact. Accountable for all bottom-line business operations and results in strategic planning and marketing, business process analysis, financing, vendor and contract negotiations, customer relations / retention, and IT design, development, and testing.