Victor Black Email & Phone Number

San Mateo, Ca, Us

Mountain View, California, Us

Mountain View, California, Us

New York, New York, Us

In May 2019, Periscope Data signed a definitive agreement to merge with Sisense. I build products that accelerate data driven companies. About Sisense: Sisense empowers the builders of analytic apps with powerful tools to simplify complex data and deliver insights to everyone inside or outside their organizations. Sisense lets builders collaborate on a single platform, delivered in a hybrid, cloud-native environment with the industry’s lowest cost of ownership, to create true democratization of data and analytics. Sisense has thousands of customers across the globe, which are the undisputed data leaders in their industries: Tinder and Flexport leverage Sisense for advanced analytics and data science on top of big cloud data sets, Philips and Nasdaq embed Sisense as the analytical engine of their products, and Salvation Army uses Sisense to rapidly build operational analytic apps to run the business leveraging complex data. The end result is a platform that makes it incredibly easy to mashup data from across the entire data landscape, and transform it into powerful actionable analytic apps that can be embedded anywhere. See why Sisense has been named a leading Visionary by Gartner, named a top company to work for in San Francisco and New York and recognized for diversity by Forbes.

San Francisco, California, Us

As the PM for two engineering teams at Periscope, I implemented delightful sales driven features that unblocked new revenue and prevented churn, as well as defined and scoped new Business Intelligence functionality. • Used analytics to make informed, data driven decisions• Ran the product process from Concept Accept through Delivery and further iteration• Collaborated cross-functionally with Sales, Marketing, and Support to ensure smooth launches• Unblocked 540k in new ARR and prevented 120k ARR in churn• Redefined searching and sharing in Periscope via a product redesign

San Francisco, California, Us

I acted as the technical project manager during an implementation or Professional Services engagement. I scoped and implemented product solutions to address customer needs.• Wrote functional specifications, with user stories, for Professional Services work• Defined, scoped, and drove the creation of new features and updates to existing functionality• Ran the solution process, from discovery through complete implementation• Wrote Statements of Work for customers • Built relationships with technical stakeholders• Wrote technical documentation

San Francisco, California, Us

I provided personal, consultative support to our top four enterprise accounts. I worked to understand their needs for future product updates, facilitated changes, and handled any issues that arose. • Interfaced with the Professional Services Team and the Product Team to drive future product improvements for these customers by running analytics on their support requests, observing their account usage patterns, and monitoring their account health• Used SQL and GoodData analytics to provide quarterly account reviews• Defined the Technical Account Manager role at Base and wrote and maintained internal documentation for customizations and common requests across each of these enterprise accounts• Ran proactive support by identifying issues long before they became larger, observable problems• Acted as the main facilitator across Customer Success, Support, Professional Services, and Dev-Ops when critical issues arose

San Francisco, California, Us

I worked closely with Base’s Customer Success Team to help onboard new customers and understand their data needs. • Used Excel, MySQL, and Base’s REST API to migrate and modify customer data• Helped define the Technical Support role at Base and wrote internal documentation on data migration and other common technical requests• Continued to drive internal projects around improved tooling, including a new Web interface to allow the Customer Success Team to handle common support requests without needing to involve the Support or Engineering teams • Bridged the gap between the Engineering Team and various customer-facing teams to facilitate resolution on high-profile technical issues

San Francisco, California, Us

I led and mentored the support team as we scaled. I drove projects to create new tools and improved the efficiency of Base’s Support Team while continuing to work with Base’s customers. • Led a project to create a new tool that allowed Product Support to run common bug fixes without involving the Engineering Team• Drove down incoming ticket count using Zendesk and GoodData analytics to improve the Help Center• Handled escalations from the Product Support Team involving bugs, billing, and other customer issues• Mentored Product Support Specialists to empower them to handle tougher customer interactions and escalations

San Francisco, California, Us

I provided personalized, consultative support to Base’s 7,000+ business customers to ensure they were getting the most out of our product. I helped customers solve their business process questions and helped troubleshoot product issues across our Web, iOS, and Android apps. • Created new articles on the Base Help Center to provide a self-help option to customers• Acted as the voice of the customer by taking their feedback and working with the product team to define new features to the Base platform that would improve the customer experience• Built out product training documents for internal use• Worked to increase product knowledge across many other Base departments, including Sales, Success, and Marketing

Cofounded and ran this education-technology company through its first round of incubator funding. Responsible for day-to-day operations, marketing, and user experience.