Frank Jimenez Email & Phone Number

California, United States

San Mateo, California, Us

Setting the direction and priorities for multiple scrum teams, ownership of the “Retain” product performance and improvements, utilizing data and machine learning to implement new product capabilities and strategies to increase the recovery rate of failed payments for our clients; ownership of the back-end data system and integration with the user portal for merchant-facing downloadable reports and Tableau dashboards.Constant communication with Engineering managers to ensure proper resource availability to meet sprint goals, project managers for PI planning and large initiative decomposition, Architects on design reviews and documentation, Customer Success to ensure new feature adoption for our clients, Data Science for brainstorming and experimentation, Analytics for monitoring and KPI tracking, Product counterparts and upper management to define goals and strategy cohesion.Completed full migration of glue-based data lake to Snowflake data warehouse, defining requirements and prioritizing tasks, ensuring full data integrity is maintained and working with QA to validate all reports and dashboards prior to full prod cutover (Impact - 40% cost savings upon cutover / 50% data refresh rate increase)Successful deployment of first ML model used in Prod environment to predict the optimal time to process a transaction; built out the MLOps infrastructure, integrated within the product code to be utilized during the transaction processing flow, created framework to store predictions and apply to future transactions, developed framework to direct traffic to specified models vs. static decision rules (Impact – 5% increase of ‘Soft Declines’ compared to static schedule)Developed and deployed ML model to Prod to predict the probability of receiving a chargeback on certain high-risk transactions and integrated within code to log and store results, designing the method for analyzing predictions vs. actuals to measure model performance and guide future feature delivery

Redwood City, California, Us

Ownership of the Commerce platform for 25+ million paid user application; defined, planned, prioritized and executed on the roadmap to deliver exceptional user experiences that aligned with overall product strategy and company goals; analyzed and iterated on feature launches, designed tests to identify bugs for quick resolution and maintained a healthy product backlogHeld daily stand-ups with Commerce engineers and QA for progress updates, collaboration and removing blockers; led weekly sprint planning sessions to define goals, groom tickets and prioritize workWith Sr. Director of Product, led major price-testing and repricing strategy project across all Web and Appstore legacy SKUs in over 100 currencies, adhering to all platform requirements and local/international regulations, analyzing churn rates and revenue impact (Impact - 30% increase to annual renewals bookings)Designed and implemented new feature to offer discounted renewal pricing upon cancellation, integrating capability within the subscription platform and monolithic user store, collaborated with marketing and design for messaging and multiple-device functionality (Impact – 20% decrease in active churn rate)

Redwood City, California, Us

Responsible for Commerce near-term and long-term roadmap, ensuring releases delivered features that created value for users and in-turn for the company; developed a long-term strategy that reflected the goals of the company and addressed upcoming rules and regulations changes; created KPI’s to measure performance and set targetsGathered quantitative and qualitative data to drive prioritization and direction of team, authored PRDs and created tickets (JIRA) with clearly understood and detailed user stories, developed one-pagers for leadership teams and executive buy-in, established and maintained documentation of new features and changesWorking closely with Partner Marketing, developed and built out newly introduced affiliate program, defining all back-end requirements needed, leading product implementation on stage for testing and launch on production environment; worked with analytics to determine dashboard requirements for monitoring and measuring ROI of project (Impact – 1.5% increase in new paid user signups)Designed and conducted A/B test of new ML-powered retry strategy, running two phases of testing and analysis, prepared findings with projected financial impact and presented to executive team prior to full rollout (Impact – 10% increase in recovery of failed payments)

Redwood City, California, Us

Responsible for maintaining daily operation of subscription/payment systems, overseeing internal billing microservice and integration with payment processors (Adyen / PayPal), app stores and subscription management software (Zuora)Maintained relationships with vendor partners, ensuring that all new integrations and features were scoped, documented and included within the Commerce roadmap for proper requirements gathering, grooming, scoring and planningCollaborated with and learned from various cross-functional stakeholders and teams in engineering, design, support, analytics, finance, marketing and growth to ensure cohesion and successful delivery and monitoring of product releasesContinuous communication with technical support and Commerce engineers to identify and research bugs, determined requirements for fixes and developed acceptance criteria for testing prior to sprint planning

San Mateo, California, Us

Created, led and guided the direction of the Customer Insight division for 100+ client company, managing two separate teams of analysts focusing on subscription strategies, failed payment recovery and chargebacks/risk.Worked with Tier 1 client to develop set of weekly reporting requirements and methodologies that replaced their internal data and reporting processes, leading to increased annual billings to client of 8%.Spearheaded and managed Data Warehouse project through Microsoft Azure to replace inefficient manual processes of monitoring and reporting, writing base structure of ETL code to run through Pentaho platform and assisted in creating set of Tableau dashboards.Influenced SaaS client executives through the use of comprehensive business reviews, highlighting emerging industry and customer trends, product specific growth, customer retention, payments strategies, risk/fraud trends and ROI on partnerships.Full ownership of 10 client accounts as Relationship Manager, initiating regular meetings, communicating and building strong relationships with key stakeholders. Acted as advisor to ensure mutual benefit from partnership and as the main point of escalation for any issues.Identified new billing strategies and techniques through internal analytical efforts and acted as the voice of the customer, building trust ensuring strong client relationships. Prioritized findings and developed requirements to bring to Product and Engineering teams as new feature requests in upcoming releases.

San Mateo, California, Us

Led and grew the Revenue Optimization practice for innovative SaaS-based subscription billing and recurring payment recovery platform to ensure best-in-class financial performance for our clientsReporting directly to the SVP of Customer Success, worked closely with Customer Success Operations to identify and understand client needs and challenges, developing solutions to address those needs and influencing exec-level teams to implement changesDesigned experiments and data requirements for testing new payment strategies, recommended course of action based on results, monitored KPIs based on implementation and shifted direction when necessaryDevelopment of new performance KPI’s to deliver valuable insight to clients, wrote data collection and visualization requirements leading to a new set of standardized portal reports

San Mateo, California, Us

Development and ownership of internal daily performance and risk monitor reporting structure for “Retain” product; Training of employees on how to properly use and gain insight from reports; Continuously add new features and improve performanceWrote custom SQL database queries to create client-specific recurring and one-off reports to deliver actionable insight, providing detailed peer comparison data for benchmarking purposesExtracted and analyzed large sets of data from Postgres and Oracle databases, writing custom queries and integrating other data sources to unify data, identifying trends and proposing new strategies to undertake based on findings

San Mateo, California, Us

Worked with Product to develop and implement “Auto-Fight” feature for specified set of reason codes across client-base, increasing productivity of analysts by +20%Advocated for full access to all client CS platforms to assist in gathering compelling evidence to use in representment packages, increasing the average “Win Rate” by 15% for participating clientsDeveloped all client onboarding presentations and responsible for delivery during go-live meetings; analyzed, compiled and presented statistical findings, trends and team projections to management for use by executive staff

San Mateo, California, Us

Conducted detailed investigations of fraud claims to recover lost funds for clients and prevent future incidents; utilized social networking profiles and websites as investigative tools; developed and prepared detailed dispute packages that meet full compliance of card association guidelinesPrepared and presented quarterly and annual chargeback reviews with clients to ensure they maintain a healthy chargeback rate to maximize profit and limit risk; reviewed purchase screens, buy processes and data collection at transactional level

Responsible for maintaining office operations for an early-stage startup, including ensuring proper local, state and federal business filings; Owned all bookkeeping and accounting processes with use of QuickBooksConducted detailed research and compiled reports on potential strategic partners and investors; Competition and market trends analysis for executive management team that directly supported the company’s expansionEstablished and fostered professional relationships with law firms, accountants, insurance companies, investors and vendors

St. Louis, Mo, Us

Trained, motivated and coached employees to promote and sell with appropriate phone handling skills and increased branch sales by facilitating the understanding of coverage, vehicles features/benefits, fuel options and additional equipmentResearched and Marketed to local businesses to expand customer base and maintain relationships with current business partnersEmployed forecasting and business planning to increase profits and optimize rental capacity, leading to three straight quarters of revenue growth and +90% vehicle utilization rate for branchVacuumed vehicles in full suit and tie with minimal incidents

Bachelor Of Business Administration - Bba, Marketing And Corporate Management

Accounting And Business/Management