Heather Otto, M.Ed. Email & Phone Number

• Founding leader of the Scaled Customer Success team.
• Created and executed the company's first scaled customer success strategy for SMB customers
• Designed and optimized the scaled customer journey, creating relevant and impactful engagement strategies and programs with a focus on product education, enablement, best practices, and adoption
• Proactively monitored customer health metrics, utilizing data to identify potential issues and develop strategies to mitigate risks and ensure customer success

Remote

• First dedicated Manager of Professional Learning and Implementation at scale.
• Designed 1:many education programs (academy, instructor-led training, certification program), leading to a 2.4x lift in adoption
• Scaled training operations to reach 10,000+ learners and increase service purchase rates by 280%
• Built and mentored a team of 18 trainers (part- and full-time) to achieve an average 9.3/10 training CSATIn this role, I also served as the interim GTM lead for our product expansion from secondary to elementary.
• Utilized market research and customer feedback to refine messaging and positioning for new market
• Facilitated cross-functional collaboration among sales, marketing, and product teams

• Designed services and implementation success plans for 20+ enterprise customers
• Delivered professional learning and coaching to teachers and administrators (9.5/10 CSAT)
• Analyzed product usage and customer engagement data to inform cross-functional interventions
• Piloted new service offerings, including in-app messaging, custom alignments, and certification programs

Chicago, Illinois, United States

• Designed in-person and remote learning opportunities for students and teachers
• Utilized formative and summative assessment to evaluate progress toward IEP and grade-level goals
• Adapted and facilitated CCSS-aligned lessons for push in and pull-out instructional models.

Greater Chicago Area

• Designed and executed a research project investigating opportunity gaps in various school systems. Note: This was a short-term position as part of the Policy and Advocacy Summer Fellowship, designed to integrate.

Greater Chicago Area

• Facilitated full-staff professional development and department-level PLC meetings for teachers
• Hosted weekly coaching meetings focusing on collecting, evaluating, and acting on data
• Conducted classroom observations and provided real-time feedback for teachers

Chicago

• Collected data to evaluate intervention strategies for students served by MTSS and IEPs
• Designed and delivered CCSS and SAT-aligned content for co-taught and self-contained classes
• Developed meaningful relationships with students, parents, and service providers

Greater Chicago Area

Columbus, Ohio

• Curated daily media clips for a Fortune 100 company
• Wrote fact sheets, letters, and op-eds for a diverse range of policy and legislative issues
• Developed relationships with key stakeholders to bolster key policy initiatives

Columbus, Ohio Area

• Published a white paper about the impact of the Freedom Schools literacy program
• Planned a community panel discussion with 500+ attendees, covered by 3 major news outlets
• Monitored legislation relevant to key program issues

Columbus, Ohio Area

• Researched topics for new legislation, specifically regarding education equity
• Facilitated meaningful constituent meetings and responded to communication from constituents
• Created a system for organizing the representative's office and events calendar

Bachelor Of Arts (B.A.), Political Science And History

Activities and Societies: Pay It Forward Executive Director, Student Leadership Advocates Facilitator, Gamma Phi Beta Sorority Founding.

Master Of Science, Education, Special Education