Joseph Rakowski Email and Phone Number

Successfully integrated numerous new products into existing client program roadmaps, created documentation and training materials to support long-term program health as new features are continuously integrated.Guided clients in configuring Medallia’s experience management software to best fit their Customer Experience and Employee Experience needs and improve their KPIs.Led and conducted client facing product showcases to demo new features.Led technical platform training for internal tech team and external customer teams to enable all parties on the tools needed to configure their experience management programs.Partnered with customers on identifying their use cases and bringing that information back to the product team.Collaborated with engineering and product teams cross-functionally in an Agile framework to align new products with client needs.Managed the technical aspects of complex financial experience management SaaS programs, spanning multiple teams, ensuring successful delivery and integration of data flow processes, monitoring, user access, and continued platform feature stability.Acted as the SME for scoping, and estimating effort for recurring and ad hoc implementations for a product suite.Oversaw bug tracking and remediation for internal and client projects.Routinely identified and escalated risks found in scoping and QA, and proposed solutions.Managed quarterly release QA processes for various projects within a financial client’s program.Owned development and management of test scripts, QA processes, and overall QA workflow across the entire program team.Creatively used existing platform tools and behavior to solve for new customer use cases.Created custom code for survey behavior, reporting calculations, and data ingestion using JavaScript, HTML, XML, and GraphQL within the Medallia platform framework.