- Develops and manages the Pro Bono Manager product life cycle from strategic work planning and roadmapping to tactical activities- Acts as point of first reference for all Pro Bono Manager-related inquiries and works collaboratively with colleagues to address any issues that may arise- Successfully managed the rebuild and release of the Pro Bono Manager software- Defines and documents customer business functions and processes, and creates recommendations for process improvements or system enhancements- Analyzes software code to identify and document bugs and needs for feature functionality, workflow, and business rule improvements- Identifies test requirements, creates QA documentation, and performs a variety of software testing activities in conjunction with the QA team- Manages and executes new customer implementation projects- Attends pro bono industry events, meetings, and conferences, and maintains contact with customers and prospects- Creates training materials and runs software trainings and demos for current and potential customers

- Product Management and Support- Business Analysis- Customer Support

- Collaborated with Digital Marketing team, development agencies, IT, operations, and sales teams on rebuilds of domestic and international business-to-business Content Management System (CMS) and Subscriber User Interface portals.- Analyzed business processes to formulate requirements for site enhancements and website optimization based on employee and customer feedback.- Acted as functional liaison between technical and non-technical stakeholders to clarify specifications.- Created usage and training materials for domestic and international CMS and Subscriber User Interface portals.- Administered CMS training to SPHE domestic and international employees.- Identified data issues using SQL database manager to query and compare information.- Provided daily customer support and managed user approval process.- Managed creation of monthly SPHE consumer-facing e-newsletters.- Worked with MySpace to create interactive DVD release profile for “The Covenant.”