John Sansone Email & Phone Number

Houston, TX, US

San Mateo, California, US

San Mateo, California, US

• Business owner for Internationalization, Platform Capabilities, and Back Office Provisioning
• Define product roadmap and strategy while incorporating input from customers and key stakeholders
• Organized product initiatives and strategies across 4 separate engineering teams by analyzing internal and external data from A/B tests with customer usage
• Launched Rules interface to empower customers to define business logic to route Contacts to specific campaigns/lists to improve personalization, resulting in 50% reduction in onboarding.
• Defined, developed, and Launched 12 separate products within the first 9 months on the Product team: resulting in self-service tooling reducing the need for 240 support tickets consuming 6,046 hours of effort.
• Redesigned the FAQ/Answers feature with Relevancy models, increasing scalability and empowering users to define their own Question/Answer sets

San Mateo, California, US

• Collaborated with Product Management teams to develop or improve features to make tools more effective, drive more value to customers, and streamline operations
• Created, managed, and executed on the development of new, unique Conversational functionality by leveraging our Conversational AI Platform
• Innovated the conversation structure from 3 possible outcomes to 20
• Launched International support through contracted Partner with 15 team members in Brazil

San Mateo, California, US

• Managed and coach a high performing team of 12. Act as a point of escalation to ensure any customer issues are resolved quickly, utilizing resources from across Technical Support, Sales, and Product Development.
• Segmented the organization creating two new roles, AI Data Analyst and Performance Analyst
• Launched Agile Process with Jira to increase efficiency, product releases, and quality Assurance

San Mateo, California, US

• Lead, trained, and coached a team of 5 focused on innovating our product offering. Set expectations with internal team members, grow a strong collaborative team, and fostered career development for the team. Drive the.
• Increased AI accuracy by 20% through thorough annotation and manual Human in the Loop training.
• Patent accepted in 2017 for “Improved Machine Learning for Conversations”

San Mateo, California, US

Pioneered the Conversation Designer role within Conversica as the platform and customer needs expanded. Focused on creating content, designing workflows, establishing A/B testing, defining best practices, identifying ideal use cases, scaling the conversation creation process and outlining desired AI behavior for each conversation.

San Mateo, California, US

Work directly with customers to troubleshoot and resolve their issues in a timely manner. Effectively utilize Salesforce.com to manage support tickets, and document relevant communication and technical notes with customers. Stay on top of product changes, product knowledge, and updates to be able to relay the most accurate information to our customers..

San Mateo, California, US

• Serve as the key point of contact and relationship lead for a portfolio of customers. Advice customers on product usage to achieve desired goals. Train customers on existing and new product features. Lead weekly.
• Demonstrated leadership by managing the company’s soccer team; which brought unity between engineering and client services employees, learning how to collaborate which creating a sense of team.