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.

• 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.
• 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

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.

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.

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.

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 of.