• Manage and refine product backlog and user stories in the early stages of a new SAAS product• Facilitate engagement with key product stakeholders through the development and implementation of a new process to evaluate new opportunities and product solutions• Report current status, risks, impediments, and dependencies to Managing Director and stakeholders• Design & deliver the product Road Map to promote transparency, clear expectations, and excitement for the client user base• Produce user-facing training materials to aid in the onboarding of the new software product• Communicate product goals and prioritization to the development team based on the strategic vision derived from collaboration with the senior management team • Foster a collaborative environment through efficiently managed Jira boards and taking ownership for cross-team communications

• Conduct bi-weekly 1-1 meetings with 3 direct reports• Train, mentor, and support team members• Create best-practice documentation on common processes and ticket requests to aid in consistent responses and new employee training• Worked with software development team to help test future releases and optimize software upgrade process for current clients• Coordinated efforts to upgrade clients on older software releases through team check-ins, purposeful knowledge-sharing, and streamlining required steps• Maintain positive and productive relationships with the twelve clients that I service, including client check-ins, daily service requests, and maintenance of documentation

• Ensure data accuracy, maintain client data, develop and improve best practices to improve client experience for 12 different customers with a combined 20,000+ portfolios and 300,000+ AUM• Lead and assist in various client implementations, which includes walking the client through our reporting and software functionalities with their data, benchmarks and other data requirements, designing report packages to best suit client needs, and training on utilization of the CORE application• Initiated and coordinated efforts for training and increased utilization of our India teammates in 2018 after visiting their office and seeing they had a lot of capacity. Efforts included training in person and online, documentation of processes and procedures alongside personal education of intercultural communication and training practices.• Advise clients on best use of our suite of applications and tools• Support and train clients through upgrades, application and reporting changes• Contribute to group documentation efforts, such as developing a client implementation guide to train and improve workflow for analysts and auditors

• Coordinate with client, partners, and other departments to resolve client requests• Create and maintain client documentation such as checklists and common ticket requests• Process improvement measures to refine data and improve client experience

• Monthly data processing & resolution of day-to-day client requests

• Worked with client CARIV to design a user-centric experience for their long-distance rideshare app. Delivered a detailed research document, wireframes, functional prototype, and usability test results. • Designed a recipe saving app prototype, created based on the results of user interviews, competitive analysis, sketching, wireframing, and usability testing feedback.• Lead a junior design team in creating a solution to address traveler health concerns related to Covid-19 within an existing hotel app