In my role as an Associate Product Manager, I managed the development of interactive learning features on the O'Reilly Learning platform through a combination of scrum and FDD Agile methodologies. Specifically, I was responsible for the technical tooling underpinning O'Reilly's live interactive coding environments and for integrating a 3rd party learner assessment software into the learning platform. Part and parcel to these responsibilities were all of the user research, project planning, requirements gathering, project proposals, stakeholder management, and product launch communications associated with releases within my domains. I launched features for paying customers, for the authors O'Reilly contracted to create content, and for O'Reilly's internal publishing team. For each release, I designed a user analytics dashboard using data from Google Analytics, Amplitude, Salesforce, and Gainsight, and relied on direct customer contact in order to validate any insights I pulled from the data being generated. The data was then presented to leadership in order inform future product development decisions.

- Co-owned the highly technical interactive learning domain on O'Reilly's eLearning platform- Guided several features through full product development cycle from research and solution planning to release and performance monitoring. - Preserved interests of the business in 2 distinct Agile teams that blended scrum and feature-led development to manage our product development cycles. - Worked alongside management and engineering teams to identify areas of greatest opportunity for development and utilized available data and stakeholder research to inform solution building - Created and implemented usage analytics plans for Google analytics, Amplitude, Oracle Business Intelligence, Salesforce, and Gainsight

In my role managing the East Coast Customer Success team for O’Reilly, I directed a team of 5 customer success managers. In addition to maintaining my own book of high-profile customers, I was responsible for team hiring, onboarding, training, professional development, performance monitoring, and supervision in this role. Members of my team came together as O’Reilly transitioned from a hybrid work environment to one that was fully-remote during the pandemic. Nevertheless, the team was consistently recognized for its performance by customers, by our internal sales team members, and by leadership.

In my role as customer success manager, I partnered with customers to help maximize the value they'd get from the O'Reilly Learning platform. I worked with customers to understand their objectives and expectations for the learning platform and for their learning programs. The customer and I would then establish a set of mutually agreed upon conditions for success and assess the resources and constraints that may help or hinder our progress toward achieving those conditions. Using my expertise of the learning platform and best-practices established by other customers, I could then advise on how best to implement the platform. I also provided onboarding training to users and admins, ongoing promotional support, usage/user reporting, and conducted executive business reviews. Aligning along the customer's success didn't always ensure an upsell or even a renewal but, it created the favorable conditions necessary for organic upsells to occur while improving the likelihood of customer renewal.

In my role as Customer Success Manager at Curata, I was responsible for onboarding new customers and for working to drive value for existing customers. During my time as a CSM with Curata the company launched a second platform behind its flagship offering, that would work either in tandem with the original product, or stand on its own. This provided an opportunity to create a new onboarding process and to develop all new support collateral. In this role I became a subject matter expert on content marketing, social media, and website creation through Wordpress and Hubspot. Curata was a startup and for much of my time as a CSM, I provided customer support, pre-sales support, and worked closely with engineers and with sales people.

In my role as a Sr. Business Analyst at Pivot, I was responsible for coordinating data migrations, managing some tier 2 and tier 3 customer support issues, assisting in pre-sale calls, and special technical projects. Project work often required basic SQL queries, reviewing logs files, auditing resource allocation for our virtual environments, and customer communication.

In my role as a Customer Service Engineer I provided customer support through IM, Email, and phone. Pivot's product augmented the Instant Messaging experience for stock traders and brokers so as to help them to work more quickly and efficiently and all issues were handled in real-time. Due to the sensitive nature of our user's work, I was responsible for maintaining a working knowledge of the requirements of regulatory compliance around the disclosure of financial information and maintain a high level of professionalism with all customers at all times.

Zmags provides a marketing tool that allows customers to present their content in an interactive digital magazine format. In my role as Account Manager, I prospected for new customers within a territory, provided them with product demonstrations, and negotiated sales. I was responsible for maintaining a monthly quota and for activity that would build my sales pipeline.

In my role as a Staffing Specialist I prospected for new customers, conducted candidate interviews, performed scripted and unscripted sales outreach in-person, via phone, email, and direct message. I received training in the Sandler sales method and earned a Staffing Professional certification. I was responsible for a monthly quota as well as >100 daily activities in support of my prospect pipeline.

In my role as an Operations Specialist with Shareholder.com, my primary responsibility was to update the investor relations portion of customer websites. Specifically, I would convert press releases from standard text and images to HTML code, and would publish this to the customer's site. This role required special attention to detail as corporate financial disclosures like annual reports and earnings reports must be in compliance from a regulatory standpoint, and must also adhere to the customer's specific branding guidelines.