My role was eliminated due to company-wide changes. I used this time to develop skills in data analysis, SQL, GenAI, and chilling out (easier said than done).

Product Analyst (60% of time)• Developed comprehensive product engagement profiles for enterprise, multi-location, and Lead Center accounts, utilizing data-driven insights to optimize user engagement and retention.• Generated and provided ad hoc reports to product managers, furnishing critical information for informed decision-making and strategy refinement.• Effectively communicated findings on technical profiles, identified product gaps, and proposed solution paths to the product management team, facilitating agile product development and improvement processes.Solutions Consultant - Strategic & Enterprise (40% of time)• Leveraged expertise as a Technical Subject Matter Expert (SME) to support existing strategic accounts and enterprise prospects, ensuring their success by providing technical guidance and insights.• Designed innovative solutions for complex setups, tailoring products to meet the specific needs and challenges of strategic clients.• Collaborated on custom integrations, enhancing the value proposition for enterprise customers by seamlessly integrating our products into their existing systems.• Executed ad hoc bulk requests swiftly and accurately, demonstrating a commitment to meeting the unique demands of our enterprise clients with precision and efficiency.

• Established a streamlined technical consultation intake process, ensuring a seamless onboarding experience for new and existing success accounts, while optimizing operational efficiency.• Offered valuable technical recommendations for health checks and implementations, contributing to the overall success and satisfaction of our customers by enhancing product utilization.• Conducted API and integration consultations with customer technical resources, facilitating seamless integration processes and enhancing the product's interoperability.• Executed ad hoc bulk tasks with precision and timeliness, demonstrating a proactive approach to resolving customer issues and meeting their unique requirements.

• Managed and resolved dozens of escalated support tickets daily, demonstrating a keen ability to troubleshoot and address complex product-related issues promptly and effectively.• Functioned as the primary Subject Matter Expert (SME) for APIs and integrations, providing invaluable insights and technical guidance to both customers and internal teams to ensure seamless product integration and functionality.• Collaborated in the development of a comprehensive support agent training program, equipping new team members with the knowledge and skills needed to excel in providing top-tier product support, thereby contributing to enhanced customer satisfaction and retention.

• Orchestrated and oversaw client digital marketing projects, demonstrating a strong ability to lead cross-functional teams, manage project timelines, and deliver successful outcomes.• Conducted in-depth research into new and existing markets, both for client industries and internal team projects, providing critical market insights to inform product development and strategic decision-making.• Collaborated in the co-development of compelling sales pitch decks, leveraging market research and product expertise to create persuasive materials for pre-sales activities, thereby contributing to business growth and client acquisition efforts. Additionally, actively participated in pre-sales calls to address technical queries and showcase the product's value proposition.

• Proactively resolved daily user software issues, employing effective troubleshooting skills to provide immediate workarounds and escalate complex backend issues to vendors for swift resolution, ensuring seamless product operation.• Developed tailored training materials customized for individual lending software users, enhancing user proficiency and optimizing product utilization across the organization.• Collaborated closely with third-party vendors to lead the redesign of the LOS (Loan Origination System), ensuring compliance with major regulatory changes, a critical aspect of maintaining a competitive and compliant product in the financial industry.