Managed a diverse portfolio of clients, including major organizations across various sectors. Led platform implementation projects, managing and implementing tailored customer solutions. Conducted workshops and webinars to capture and understand client LMS and platform requirements.Documented detailed solution designs for custom features and integrations, maintaining clear and comprehensive overviews in Confluence. Developed and executed effective training plans to enhance customer use of their LMS.Ensured all administrative obligations, including milestones, contracts, deliverables, timekeeping, financial requirements, and customer service records, were completed accurately and efficiently. Identified and communicated potential implications of configuration changes to stakeholders.Collaborated with Sales, Service Desk, product teams, DevOps, and other product experts to ensure successful platform implementations. Worked with product owners and solution architects to identify and prioritize features for development.Configured customer Enterprise environments to align with branding and functional requirements. Created clear and engaging user stories and acceptance criteria for internal and external stakeholders. Conducted thorough internal testing and facilitated UAT, identifying weaknesses and potential exploits.Managed feedback on deliverables and releases, and maintained proactive engagement with strategic Enterprise customers to ensure lifecycle management and attrition prevention. Facilitated customer catchups, promoted success measures, and provided best practice recommendations.Supported customers in developing impactful strategies for their Enterprise Learning Platforms. Drove revenue growth, achieving lifetime value targets, and generated referral revenue through excellent customer service. .

• Collaborated closely with the product development team to define Minimum Viable Product (MVP) features, enabling to quickly validate ideas, gather user feedback, and iterate on the product to meet customer needs effectively.• Utilized data analytics and lean methodologies to continuously monitor user engagement and identify areas for improvement, leading to data-driven product enhancements that ensured high user retention and customer satisfaction. • Led a backlog project aimed at optimizing our software development process (Learning Management System). Focused on prioritizing and refining user stories to ensure efficient delivery of valuable features, to do so we used Agile project management tool Jira, collaboration platforms Slack, and documentation tool Confluence. Followed a series of steps, included project initiation, backlog prioritization, refinement and grooming, documentation, sprint planning support, monitoring, communication, reporting, and ongoing optimization to enhance efficiency and value delivery.• Conducted a comprehensive assessment of our platform's existing backlog, including feature requests, bug reports, and user feedback. Collaborated with product managers and educators to prioritize backlog items based on their impact on student learning outcomes and business goals. Worked closely with instructional designers and content creators to refine user stories, ensuring they were clear, concise, and aligned with learning objectives. Detailed acceptance criteria were defined to guide development teams. User stories, epics, and tasks were organized, and sprint planning boards were created to visualize work progress. I facilitated sprint planning sessions, where cross-functional teams selected user stories for each sprint based on their priority and complexity. Sprint reviews were held to demonstrate completed work to stakeholders and gather feedback.

• Worked on a lead capture optimization project aimed to streamline our lead generation process, I initiated the project by conducting extensive workshops with varied stakeholders, sales teams, and marketing professionals & collected insights on pain points to understand As Is lead capture methods, and the To Be lead quality criteria.• Analysed current process to identifying bottlenecks and areas prone to errors. Assessed the effectiveness of our lead forms and other touchpoints. Collaborated with IT teams to evaluate our existing customer relationship management (CRM) system's capabilities for lead capture and management and explored potential integrations and third-party tools to enhance lead capture using API & Zapier. I worked closely with the project team to convert requirements into user stories with detailed acceptance criteria.• Created User stories with focus on improving the lead capture forms, automating data entry, and implementing lead scoring. We adopted Agile methodologies, using tools like Jira to manage and prioritize user stories in a backlog.• Collaborated with project managers and stakeholders to create project backlog, listing tasks and deliverables, ensuring that they aligned with project objectives. Provided support in facilitating sprint planning meetings where project teams selected tasks to work on during the sprint. Played active part in Daily stand-ups to track progress, identify obstacles, and ensure alignment among team members. Collaboration with architects and engineers, to develop user story maps that visualized the project phases, from design to completion. These maps helped in breaking down complex projects into manageable tasks and identifying dependencies. • Championed process enhancement initiatives across different teams, collaborating closely with the Operations Team to determining business requirements and performing process analysis of both "AS IS" and "TO BE" scenarios.