PRODUCT MANAGEMENT | Collaborated with executive stakeholders to reimagine the product offering as a cohesive ecosystem of connected apps, supporting a 15% increase in subscription price- Coordinated the launch of a first-time user experience, resulting in a 25% increase of new active users- Lead an initiative to restructure the product’s email marketing feature, resulting in 47% more recurring users- Conducted competitive analysis and built user stories to inform development objectives and go-to market strategies- Designed an automated system to collect and prioritize a transparent backlog of feature ideas from customers and team membersLEARNING & DEVELOPMENT | Developed and delivered over 100 online courses, attendance to which correlated to a 90% increase in average time spent in subscription- Led the full cycle of course creation: topic development and research; presentation of topic via webinar; post-production video editing, copywriting, and development of instructional materials- Drove adoption of product features by demonstrating their use alongside trending technology and addressing practical user goals- Executed targeted marketing campaigns to boost attendance for live webinars (~300 live attendees on average) and drive ongoing user engagement with replay contentPROJECT MANAGEMENT | Managed $75k annual budget to produce monthly multi-channel marketing campaigns for ~7000 real estate agents- Spearheaded the creation of 100+ campaigns from 2016-2024 with a 100% on-time delivery record- Negotiated contracts and streamlined production processes to cut the annual production budget by over 26% (~$20k) from 2022 to 2023- Supervised a team of contractors to create a variety of marketing assets (blog posts, emails, video scripts, postcards, etc.)

CUSTOMER RETENTION | Maximized customer retention in a $360k MRR subscription product serving real estate agents across the U.S. and Canada- Crafted a cohort-based onboarding campaign that converted over 75% of trial users into full-price subscribers- Executed a churn mitigation initiative to reduce monthly churn from 14% to 8% (~$32k/month savings)- Engineered a dunning campaign to address involuntary churn, recovering 78% of failed invoices on average- Developed a personalized online cancellation process, reducing monthly churn by 15%CUSTOMER EXPERIENCE | Managed a customer success team that averaged an 93% positive CSAT score- Implemented a ticketing system and customer-facing help center (FreshDesk) with canned responses, automations, and product usage documentation to reduce response times and standardize support quality- Sourced, hired, and managed in-house and contracted call center customer support representatives

*Bought out by The Paperless Agent- Created and maintained client records in the company database- Coordinated client consultations and closings- Developed the company’s social media campaigns and created other marketing

- Facilitated candidates through a full life-cycle interview experience for diverse clients- Lead a team of contractors, responsible for performance management- Created and maintained meticulous candidate records