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 teachers into policy and advocacy role.

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