Maggie Jan Email & Phone Number

* Manage the delivery of over $10M in services business. Report on bookings, projects, services delivered.* Create and market professional services packages; helped close 7 figure services deals * Work with account executives and customers to evaluate how services, packaging, and pricing should be customized to make the region successful. * Hire and ramp new team members for several roles including Solutions Architects and Technical Program Managers * Build & foster a diverse, highly-engaged team of top talent that customers love working with* Manage project staffing and operationalization of services organization* Work closely with the largest customers, act as an escalation point for customer needs * Lead paid SaaS implementation projects for companies like Shopify, Lyft, Green Dot, Square, Bank of America, and Best Buy* Influence and motivate others across the organization to action. Adaptable and able to thrive in fast-changing environments.

* Standardize regional services portfolio management processes* Responsible for building a happy, cohesive team spirit* Build customer confidence in the delivery team during the Services sales process* Provide company leadership with great data * Accountable for regional revenue* Formalize and streamline customer onboarding & off boarding process to create prescriptive ready-to-deploy scripts and tools * Support the staffing process by ensuring successful project management system adoption and record keeping• Partner with sales leaders to pitch and sell Professional Services to accounts. Provide pre-sales support to Account Executives.• Operationalize CSAT process for Professional Services Team.* Build reusable assets to simplify repeatable tasks all SAs and TPMs do• Perform project acceptance, project close, billing reconciliation, and invoicing for Professional Services projects• Regional staffing responsibilities: intake and fulfillment of staffing needs for services engagements. Staffing requires coordination + collaboration, exercises use of diplomacy and goodwill amongst team members. • Data collection & management: utilization, revenue, and margin calculations for our largest Professional Services engagements

• Lead the telecommunications API industry in software delivery and project management by creating a world-class TPM practice at Twilio. Started the team when there were only two consultants.• Build tools and templates to launch customers on well-architected Twilio solutions on-time.• Bring software delivery + technical best practices to the customer, help them avoid commonly identified risks and obstacles.• Anticipate risks, bottlenecks, explore contingencies and provide effective escalation management• Lead design and project planning sessions with customer stakeholders.• Analyze data to track launch success• Personally launched several of Twilio's largest and highest impact accounts• Build partnerships with SIs and partner consultancies. Work alongside partners at customer engagements.

San Francisco

——Partnership Development——• Onboard new partner companies to the Keen data ecosystem. Create new integrations and partnerships. Examples include: Google BigQuery, Twilio, and SendGrid.• Manage and track post-launch impact and customer usage of new partnerships.——Nurture Developer Community——• Build strategy around how Keen IO interacts with their audience: developers.• Created a frictionless onboarding flow and developer marketing content that resulted increased signups by 15% in 6 months. Increased developer community size by 2x in 1 year.• Led team of individuals, responsible for building public SDKs, blog posts, and new developer content.• Plan and deploy global developer survey across the user base to sample customer demographics, motivation, technology preferences, API footprint and product experience.• Report to the board and Executive team regularly on customer signup, activation, and retention rates.

San Francisco Bay Area

• Developed repeatable processes and basic framework for customer management and customer support best practices that lead to the formalization of the Customer Success Team at Keen IO.• Established customer support tools and personnel management structure, scheduling and managing customer support operations, including shift management• Hired and grew team to handle urgent customer concerns. Handled escalations between customers and Product/Infrastructure Teams.• Champion for customer empathy within the company, advocated for product features based on customer needs.

San Francisco Bay Area

* Keynote speaking experience at “The Product Management” Conference, TechStars Patriot Bootcamp, Big Data Day LA • Guide customers through their data needs by understanding their business requirements and helping them articulate their goals.• Onboarded customers to Keen IO's suite of data tools providing data modeling best practices• Extract business-relevance and help customers pinpoint what strategic data to collect and how to get it.• Implemented data dashboards to help other teams monitor customer performance, feature usage, customer retention, and churn.• Experience with JavaScript, HTML/CSS, SQL, Matlab, Google Analytics, occasional Python and Ruby scripts. • Keynote speaker at several 200-300 person conferences about data analytics in practice.

Communications & High Tech | Ingram Micro

Consulting experience including systems integration strategic planning and performance testing. Specialization in performance of stress test planning and execution for customer technical architecture. Experience with large-scale ERP system implementations for Forbes Fortune 500 companies.

Top-ranked high performing consultant and analyst at Accenture. Demonstrated dedication and business competence to receive a “high performance” ranking amongst analysts in my class. Promoted from Analyst to Consultant position ahead of curve.Designed technical architecture and implementation of over a dozen SAP products and bolt-on applications for Fortune 500 companies. Developed strategies for fail-over and high-load system architecture. Specializing in: Technical Architecture, SAP- BASIS, SAP FinanceHP Quality Center- Test ManagementLoadRunner Performance TestingMedia & Entertainment Consulting | Paramount PicturesOil & Gas | Chevron

Bachelor Of Science (B.Sc.), Biomedical Engineering

Activities and Societies: Engineering Student Council VP, Engineering Student Council Student Affairs Committee, Columbia Ballroom Dance.

Applied Project Management

Doctor Of Optometry (O.D.), Residency In Traumatic Brain Injury & Low Vision

Activities and Societies: Specialized residency training in the diagnosis, treatment and management of low vision, TBI, & blindness at VA.

Nih T35 Research Fellowship | Vision Science/Physiological Optics

Activities and Societies: Analytical research of refractive error using adaptive optics scanning laser ophthalmoscopy for analysis.