• 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• Created packaging for 2 new AI Assistant types based on market research, clear use cases and customer needs; reaching 37 customers generating $3M in ARR without consuming engineering effort

• 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

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 departments. Partner with Sales, Technical Support, Product, and Marketing to create a consistent customer journey that drives positive customer satisfaction, customer reviews, and account growth. Build/refine programs and initiatives to drive continuous improvement and scale. Drive operational excellence across the Customer Success team. • 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

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 execution to onboard, enable, and expand usage and revenue within our customer base. Lead ongoing initiatives to continuously improve our approach to efficiently and effectively secure our customers’ success. Use data to track individual and team performance, benchmarks, and create customer insight around product adoption and utilization. • 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”

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.

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. Communicate with internal teams and departments to find solutions and improvements for critical customer issues.

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, monthly customer meetings, and quarterly business reviews. Manage renewals and expansions of customers. Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the client issue through resolution. • 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.