Ivan Lo Email & Phone Number

Toronto, Ontario, Ca

North America, Oo

• Working with CEO & CTO on medium term product vision and strategy then plan the product roadmap accordingly• Championed an agile release management process to streamline company product releases, and to ensure predictable and continuous product delivery with bi-weekly releases• Owned and prioritized product backlog to ensure that proper features and enhancements were delivered to drive customer and business value• Responsible for weekly product delivery reporting and update with senior management team• Oversaw sprint and release planning for multiple product pods (including PM, UX, Devs, QAs) for delivery on web, mobile, and data platforms

North America, Oo

• Introduced initial product management processes and frameworks to the organization• Lead the ideation, design, build and launch BookJane J360 platform in 4 months - successfully transition the product into one SaaS based system and lead to Series A raise• Revamp the mobile user onboarding process and shorten the implementation time by 50%• Launched the first premium feature for the platform (Scheduling) which increased the contract value by 40% per location• Owner of data function to build data pipeline (PostgreSQL, Stitch, Snowflake) and deliver data-driven insight to both internal and external customers through BI Tool (Power BI)

London, England, Gb

• Increased average contract value by 20% with launch of embedded self-service analytics platform, which provided ability to filter reports for more meaningful insight; led team to plan, build and launch platform • Led the Open API and SSO feature implementation to add recurring integration revenue to the base contract • Launch NPS program and created feedback process to ensure continuous improvement for customer experience – changed how product team made roadmap decisions which resulted in NPS score from 18 in Dec 2017 to 35 in Dec 2018 • Managed product roadmap for the self-service analytics platform and worked with senior management to set product strategy for the entire suite of product (Web & Mobile) • Spearheaded implementation of user analytics tools (Google Analytics, WalkMe, Mixpanel) resulting in data driven decision to improve user experience

London, England, Gb

• Established and implemented support/onboarding/account management processes through post sale customer journey mapping as first hire in Customer Success; built foundation of the department• Acted as voice of the customer; developed product use cases through interactions with key product stakeholders• Implemented in-app digital engagement platform to automate onboarding, increase feature adoption and reduce user frictions – customer user base grows 3x but support contacts grows less than 50%• Created account management playbook for strategy on customer retention and expansion• Managed Enterprise level accounts for implementation, change management coaching, and adoption

Ottawa, Ontario, Ca

(Roxio business was acquired by Corel Corporation from Rovi in February, 2012) • Planned and executed the support migration project to transfer Roxio support to internal Corel team, which reduced Roxio support costs by $500+K; completed one month ahead of schedule • Reduced support contacts by 15% after identifying the gaps in knowledge base and areas for improvement • Designed and deployed Root Cause analysis in Salesforce to identify trends and reduce support traffic as well as increase customer satisfactions • Worked closely with Engineering, QA, and Product Management teams to align Roxio Product development plans from a customer support perspective • Performed Knowledge Base article reviews to identify gaps and improve effectiveness • Developed training materials and conducted training for all products, both in-person or through WebEx

(Roxio was acquired by Rovi as part of Sonic Solutions in February, 2011)• Spearheaded internal process improvements to ensure timely focus on ensure customer facing support issues for CinemaNow were addressed within days instead of weeks• Refined CinemaNow gift card redemption process to reduce the support contacts by 75% and increase customer satisfaction• Participated in planning and testing RES (Rovi Entertainment Store) monthly releases• Performed regular stats breakdown of contacts and prepared KPI reports for senior management with corrective actions• Migrated the support team from an in-house CRM to Salesforce• Reliably handled top level escalations from executives, reviewers, strategic partners and social media complains for Roxio products and CinemaNow• Managed the day-to-day operations for Roxio and CinemaNow support

• Sustained CSAT of 90% and core KPIs thru-out the transition from in-house to off shore• Oversaw creation and implementation of Follow The Customer Home program to assess and identify strengths and weaknesses of technical support policies and procedures• Led the project to transition from in-house/onshore post-sale support to fully outsourced model• Managed new product releases utilizing Global Customer Care protocols as well as monitor post product launch issues• Act as liaison between voice of customers, product management and Engineering/QA - tracking product defects and make recommendation for product improvement• Managed beta programs for Roxio products with community members as support initiative• Ensured support team stayed current on all new product features/issues with regular training, coaching and knowledge sharing

Bachelor Of Mathematics, Mathematics

Master Of Science (Ms), Information Architecture