Mark Muse Email & Phone Number

San Mateo, California, Us

San Mateo, California, Us

I lead the Insight Solutions product org. We're focused on creating software solutions that make complex survey methodologies easy, delivering fast data and insights quickly to customers looking for a better way (faster, cheaper, higher quality) to do market research.

San Mateo, California, Us

Got back in to people management but within the product org. My team led an effort to move beyond one-size-fits-all survey software to create custom point solutions for high value market research use cases. Brand Tracking: Built the business case for and led zero-to-one development for a purpose built software + professional services based Brand Tracking solution. $4M+ in year one sales and validated that Momentive can successfully move up-market in the world of market research.Concept testing: Owned and optimized a suite of seven automated testing solutions (product concept, logo, ad, copy, etc.) designed to provide fast insights, rigorous methodology, and custom analytics for common testing use cases. $1M in year one sales.SurveyMonkey Audience re-architecture: Led a massive backend re-architecture effort for the service that fuels the thriving self-serve Audience business. We rebuilt the plane while it was in the air with no disruptions and massive gains in performance and scalability.

San Mateo, California, Us

Transitioned to product full time to lead zero-to-one development and post-launch optimization of SurveyMonkey Rewards, a mobile app for iOS (4.7/5 - 15k reviews) and Android (4.5/5 - 9k reviews). With 500k installs in year one, we successfully created a proprietary and location-enabled market research panel to provide high quality and cost effective survey response data to fuel the SurveyMonkey Audience business.

San Mateo, California, Us

Stepped away from managing day-to-day customer support to build and lead an organization of 15 project managers, content strategists, and engineers responsible for scaling tools & systems, content & training, as well as our voice-of-customer efforts: - Tools & Systems: As Product Manager for the Cust Ops org, I led a scrappy engineering team of three as we developed customer-facing help centers, internal admin tools, and a growing Salesforce instance. Biggest success was a Help Center redesign that lowered our support contact rate by 23%. - Content & Training: Led a team of the talented content strategists whose mission it was to create and optimize the content and information architecture in our customer facing help centers -- our single biggest tool to scale support for consumer software with a huge free + paid base. We also owned ongoing training and education for the global support team to ensure they could help customers quickly and effectively. - Voice of Customer: Led a team of five specialists embedded within the product org. Our goal was to make sure our PM counterparts always stayed connected to hot issues and customer feedback trends on their products. We also provided proactive input during the requirements and design phase for hundreds of features.

San Mateo, California, Us

Managed a customer support team of 15 while building the fundamentals that allowed us to scale high quality customer support, globally. Highlights include leading a major shift in hiring strategy that fundamentally changed the makeup of our team, building out a custom Salesforce instance and leading the transition for a global org, and leading an overall culture change to provide world class customer support.

Mountain View, Ca, Us

Mountain View, Ca, Us

Mountain View, Ca, Us

Washington, District Of Columbia, Us