Maya Jacobs Email & Phone Number

Spain

Remote

Own operational activities at all levels within VideoAsk and lead changes in processes between different teams to make sure ownership is clear and the day-to-day isn’t negatively impacted. Work closely with the VideoAsk General Manager, as well as with team managers/leads to establish, execute, and maintain multiple projects, processes, and strategies to ensure VideoAsk is successful in its business goals.Lead/coordinate multiple cross-functional projects that need to be improved. Specific examples include: - Developing an Enterprise Sales and Customer Success structure and processes for VideoAsk product - Participating in new product pricing decision - Maintaining VideoAsk Feedback Club (connecting customers with product teams) - Creating a general VideoAsk team onboarding program - Establishing an improved bug/feedback reporting process so that customer-facing teams can flag what needs Product (plus design + engineering) attention periodically, so their valuable insight + closeness to the customers isn’t lost - Measuring VideoAsk customer experience and highlighting/advocating the voice of the customer - Maintain + enable communication across the team (and with other teams + stakeholders across TypeForm) by keeping VideoAsk information in Notion, Slack, etc. updatedLead/coordinate existing activities or rituals that need to be maintained or improved. Specific examples include: - VideoAsk All-Hands (Global extended team reporting meeting) - VideoAsk Product Retro (Bi-weekly, engineering + product teams) - Enabling sustainable and effective communication between Customer-facing teams and product/design/engineering Coordinate Product releases, holding the product team accountable and ensuring all the new features are tested by and communicated with customer-facing teams.Coordinate informal copy process, revising to ensure it is working and making adjustments to make it scalable as we grow

Remote

At Typeform, Product Ambassador is similar to product operations roles at other organizationsOwn product releases, coordinating with product teams to develop and maintain release plan, identifying blockers or conflicts between releases and coordinate resolution, and maintaining a release calendar to communicate across the companyOwn and facilitate coordination and communication of product releases and updates, and communicate regularly with stakeholders, including product managers, product marketing managers and lifecycle management team, designers, engineers, sales, customer success, and Care (support, education, and community)Coordinate the creation of the right support and educational material (documentation, video tutorials, etc.) to ensure positive customer experience Monitor customer experience and incident reports following releases, coordinating with customer-facing and product teams to resolve issues quicklyBuild and own the Customer Experience management project, establishing holistic and systematic measures of customer experience to enable product teams and the company as a whole to be truly customer-centricWork with Research team to coordinate, build, and share the quarterly Voice of the Customer report, analyzing feedback and insight gathered from in-product surveys, NPS surveys, customer support queries, and community interactionsFacilitate biweekly retrospectives for the VideoAsk product + engineering team

Remote

After 6 months on the team, accepted the opportunity to onboard and manage the 2 newest team hires (support advocates)Held one on one meetings with each team member to offer coaching, feedback, and performance objectivesWorked with engineers to create integrations between VideoAsk and other tools to improve the ticketing system for support (moved from Asana to Notion) - this change enabled our team of 4 (spread across 3 time zones) to effectively prioritize and track queries from customersImplemented time tracking for the team (using TrackingTime) to obtain clearer metrics on ticket handling time and number of replies per agent (enabled more accurate team growth forecasting) Worked with engineers to build a VideoAsk integration with Zendesk to enable moving to a more sophisticated ticketing systemWorked with talent acquisition to revamp the hiring and interview process for the VideoAsk team, utilizing VideoAsk itself to screen and asynchronously interview candidatesAdvocated for Typeform customer success manager resources for VideoAsk to better support a growing number of enterprise customersHelped forecast the 2021 headcount needs for the VideoAsk Care team, eventually hiring and onboarding 6 more team members by the end of 2021, as well as defining the Support and Education rolesCreated an onboarding plan template that allowed each new team member to have a personalized and in-depth training experience during their first three months. - Adapted this as an internal product onboarding overview that is shared with other teams across the company Built and began presenting a biweekly "VideoAsk 101" session for each new class of Typeform employees and successfully advocated for VideoAsk-specific onboarding tasks to be added to every new Typeformer's general onboarding planCreated and maintained centralized Slack channel to keep marketing, support, education, strategy, and sales teams updated with all product releases

Remote

First customer care hire for VideoAsk productEstablished the Support (using the VideoAsk product as a support tool to offer asynchronous, personalized video support) and Education (Help Center) function, helping to hire and onboard 3 teammates to grow the team from 1 person to 4 in 6 months.Created and documented processes for Care team ex. ticketing system for support ex. discount guidelines and applicationCreated and documented processes to collaborate with other teams ex. bug reporting process with engineers ex. feature request and Voice of Customer sharing with product team ex. billing/re-invoicing process with finance team ex. process for connecting potential enterprise customers with sales team)Documented VideoAsk product information in Internal Knowledge base, acted as product expert for others in the company Wrote, edited, and published articles in the help centerFilmed and edited videos used in videoasks used across the videoask.com website and app for education, sales, and inspirational purposes (including on the home page of videoask.com!)Worked with product team to build features and improvements to facilitate the support use case (enabling us to use our own product to support our customers)

Chicago, Il

Bloomington, Indiana Area

-Lead prospective students and parents on tours of campus, host recruitment events, and provide individual guidance -Coordinate schedules for over 100 A-Team members to give tours and host events for over 40,000 visitors a year-Work with Admissions staff to recruit and train over 50 new guides each semester

Bloomington, Indiana Area

-Advised and assisted a professor in teaching 20 students-Led a team that organized an Academic Forum to present the projects of over 300 students.

Crystal Lake, Il

-Promotion for Chrome Attic Studio events and Yes Club label releases (social media, etc.)-Solicited local businesses to sponsor and donate to the Wasted Plains Music Festival

Crystal Lake, Il

-Daily office responsibilities (including scheduling, filing, billing)-Interactions (personal, phone, email) with patients, doctors, and therapists

Ba Communication & Culture And Ba Spanish (With Minors In Studio Art And Telecommunications), Communication And Media Studies

Education record

Education record

Education record