Lori Janes-Young Email & Phone Number

Sydney, New South Wales, Australia

Salt Lake City, Utah, US

Salt Lake City, Utah, US

Lehi, Utah, US

Santa Clara, California, US

• Conducted discovery sessions with clients like Eddie Bauer, PacSun, Tilly’s and Samsonite to define requirements for product improvements
• Held weekly collaborative solutioning meetings with Product Management to design new product features and prioritize requests
• Documented requirements and configured UX flows for new features
• Illustrated how Linc can improve customer automation by demoing the Linc platform to customers and prospects

Salt Lake City, Utah, US

• Implemented complex customer experience programs for enterprise clients in a variety of industries including Dell, VMware, JetBlue Airlines, Qantas Air, US Cellular, Medibank, Ameriprise, and Allianz
• Engaged with sales during the final stages of the sales process to ensure proposed solutions could be effectively implemented and to create a seamless handoff experience for the client
• Effectively managed all project details including timeline, budget, and scope using project management tools like MS Project, Harvest, Workfront, Jira, and Kimble
• Interfaced with clients daily to review needs, objectives, timelines, and action items
• Consulted with clients on survey design, configured customer and employee experience surveys, and designed dashboards that presented key qualitative and quantitative insights to VOC leadership teams
• Actively researched VOC measurement methods including NPS, CSAT, and other KPI’s

Salt Lake City, Utah, US

• Managed the Customer Advisory Board and met with key customers and analysts regularly to gather requirements for future releases and feedback on current releases.
• Maintained the product roadmap and represented it for my product internally and externally.
• Defined detailed product requirements in user stories and prioritized those stories in agile product backlogs.
• Delivered all internal communication to services and sales teams regarding product fixes and features that were introduced in each monthly release.

Salt Lake City, Utah, US

• Unified and engaged a team of disparate account managers by defining clear goals, aligning compensation with corporate objectives and removing roadblocks for the team
• Motivated the account management team to exceed corporate retention goals by making the customer experience our top priority
• Acted as an escalation point when account managers faced client or product challenges and collaborated with other internal teams to create sustainable solutions to those issues

Salt Lake City, Utah, US

• Managed full service engagements with enterprise clients including JetBlue, Ameriprise, and Abbott Diagnostics.
• Applied technical background and excellent communication skills to build strong alliances with the engineering team and the clients I managed.
• Worked with clients, implementation, and engineering teams to identify product enhancements that drove growth within existing accounts and increased sales revenue.
• Collaborated with the engineering team to clarify requirements, track progress, and test new software enhancements.

Salt Lake City, UT, US

• Worked closely with clients to identify their needs and challenges and used those learnings to create product requirements for system enhancements.
• Strategized with company executives to define pricing and profitability strategies for the platform.
• Designed and developed marketing collateral and sales tools, software demos, and business rules for the new software platform.
• Collaborated closely with global teams to create an incentive management platform that continues to serve clients around the world.

Salt Lake City, UT, US

• Conducted technology demos with clients and articulately educated sales reps and clients about system capabilities.
• Participated in sales calls with outside sales representatives as an SME in North America and Europe.
• Designed, planned, and conducted market research interviews with system users and recipients at several client locations throughout North America to gather feedback and gain insights that were used to shape new system.
• Coordinated with sales leadership to enhance selling materials and software demos, increasing awareness and confidence among the sales force.

Salt Lake City, UT, US

• Worked with outside research firm to conduct an extensive Market Segmentation study that included qualitative and quantitative research methods. Results of the research assisted company leaders with brand category.
• Coordinated focus groups in New York, Atlanta, and San Francisco to test a new online, corporate gift site—Thanks®. (www.thanks.com)

• Worked closely with the marketing team to achieve 53 more starts than budgeted for 1998- 99, increasing gross revenue by approximately $1MM.
• Organized and coordinated events for over 600 students and their families.