Focused on practice management solutions to improve existing products while building a long-term strategy and vision for scaling existing products into larger markets.Worked closely with on and off-shore Agile development teams by providing overall product vision and strategy and technical requirements.Leveraged graphic design abilities to develop visuals for customer interviews focus groups, and quantitative surveys to elicit customer feedback around innovative product features.Performed extensive market research (competitive analysis, new product development, market sizing, ethnographic studies, etc.) to properly define market needs and requirements.Developed a process to gather, examine, and present customer usage data to then enable data-driven decisions throughout the business. Leveraged this data to enable marketing, sales, onboarding, and retention teams of potential customer issues. Further used this data to effectively prioritize existing backlog and establish performance and scale limits based on real-world customer usage and data.

Worked in the legal space with on-premise practice management solutions to improve existing products while building a long-term strategy and vision for launching a new Cloud based product into the market. Worked closely with internationally based Agile development teams by providing overall product vision and strategy and technical requirements.Developed internal processes and tools to aid in streamlining and product launches and maintenance with seamless reporting to our leadership team. This included templates for documentation, go to market strategy, sales and communication strategies, certification, and retrospectives.Performed market research to define the competitive market and potential differentials, drive new product development, and potential market sizing.Piloted a Net Promoter program to gather and mine customer feedback to make culture and business shifts to focus on our customers. Led localized and focused teams to implement these changes which led directly to an increase in revenue.

Managed a Product Line with over 30,000 customers and 100,000 installs.Oversaw one the largest if not the largest project in the product's history to great success.Developed product road maps and new direction for product to seek after a new market with a cloud SaaS based approach at the core.Performed Market Research and Competitive AnalysisLed Beta testing by customers of new product builds.

Leveraged a strong technical background to support internal sales associates and prospective customers while managing revenue pipeline of Professional Services organization.Implemented new workflow processes.Performed competitive analysisDelivered internal trainingLed presentations and sessions at customer conferences

Managed a team of analysts delivering award winning service within a SCP certified call center.Created new delivery mechanism for call metrics for each analyst.Began projects to deliver video content to customers around common call generators, and offer chat support.Helped cover on-site customer training as needed. Instituted new training program for onboarding and continued education of analysts.

Provides support to customers requiring assistance on product related technical questions. Handles complex product issues and serves as a resource to other support representatives. The Analyst II is distinguished from the Analyst I by demonstrating superior product knowledge, capability to perform complex incident support, and team leadership qualities.

Provides support to customers requiring assistance on product related technical questions. Handles basic to complex product issues. Wherever possible, identifies additional product or training needs the customer may have. Addresses a full range of customer needs, including technical assistance, best use of the product, additional products and services, as well as acting as the voice of the customer for our organization.