Nicole Hart Email & Phone Number

Provide operational support and thought leadership to the VP of Product Management focused on increasing operational maturity, incorporating data driven decision-making, leading strategic and cross-functional initiatives, and furthering adoption of program management at scale in pursuit of acheiving and surpassing business targets.

Strategic support to the COO and Post Sales organization through establishing executive and operational effectiveness, strategic priority planning and execution, operational maturity, drive rhythm of business, integration efforts focusing on quote to cash, go-to-market readiness, and major incident management pertaining to multi-million dollar investments by Thoma Bravo. My focus improved communication lines between the COO and key leaders across the organization to achieve long-term business growth. I understood key concerns and resolved critical issues at early stages, such as new cross-functional processes or conflicting team priorities. • Recognized for outstanding performance and accomplishments; awarded CRN's Women of the Channel list.• Surpassed EBITDA, revenue, and retention targets by setting the strategic direction and operational priorities of the post-sales organization in close collaboration with the executive and post-sales leadership.• Developed and implemented strategy across the department with 51% of employee base that enhanced business results, operational effectiveness, and staff productivity; directly reported to the COO to improve his effectiveness and productivity.•Acted as a bridge for smooth communication between the COO and leaders across the organization, build relationships crucial to effective collaboration across the company•Drove and oversaw delivery of strategic programs aimed at supporting corporate KPIs•Worked behind the scenes to solve problems and manage issues prior to executive escalation

Boston, Ma

Delivered executive oversight for minimizing project risks, meeting timelines, providing deliverables, and exceeding expectations in all phases of projects. My expertise within the GTM team helped me drive initiatives comprising of transitioning to a contract model from pay-as-you-go, updating quote to cash systems from homegrown to world-class software integrating pre and post-sales functions through a multi-million-dollar investment. Owing to the performance excellence, I resolved critical business problems for the GTM teams in consultation with CRO. I was instrumental in assessing training needs and developing materials to maximize productivity across all projects or programs.• Achieved competitive advantage by guiding CRO, Go-To-Market experts, and key organization leaders.• Augmented internal efficiency and increased customer experience by heading quote to cash process when transferring to an enterprise software system.• Enhanced cross-department collaboration that gained better insight, engaged employees, spurred innovative ideas, and improved communication and operational performance.•Lead strategic projects and design new programs aimed to support annual corporate goals and initiatives fostering alignment with other departments for optimal outcomes. Recently includes acquisition integrations successfully driving cross-functional oversight and guidance to ensure success•Liaise with leadership across the company to manage issues, foster key relationships, facilitate communications, mediate disputes, and align at all levels

Boston, Ma

As a Customer Success leader, I drove process improvements, customer lifecycle enhancements, and programs to ensure the utmost experience, satisfaction, and retention. I acted as a key stakeholder and established the customer success team at Continuum. I led strategic initiatives (planning to execution) to accomplish annual strategic objectives. I assumed responsibilities for optimizing products and services prioritization, while driving the strategy and execution of voice of the customer and customer advisory councils.•Designed Voice of the Customer program to gauge performance, discover opportunities for growth throughout the customer journey and inform executive decision making.• Developed customer risk program that supported data-driven identification, analysis, and mitigation of customer risks, as well as accomplished churn savings of $1.2M+ MRR annually.• Created process, improvements, cross-functional customer lifecycle improvements and programs which elevated customer success and the overall customer experience promoting satisfaction, expansion and retention. Grew satisfaction by 30 points and product CSAT score elevations to targeted levels.• Leader in high level initiative operationalization and implementation from strategic planning to execution with a goal of positioning departments to reach annual strategic objectives.• Drove Customer Success throughout the organization by fostering a customer priority culture.

Boston, Ma

• Designed, implemented and managed processes, programs, and systems that support, scale and improve the internal team functions.• Led the design and implementation of cross-functional business process improvements.• Acted as an application manager for Gainsight and Salesforce. Directing the team in the creation of dashboards and reports while maintaining a high level of data integrity.• Collaborated with Sales Operations and Marketing Operations to ensure teams have consistency where possible and cross-functional processes and reporting are streamlined.• Met with Customer Success stakeholders on a regular basis to gather requirements and define needs. Converted stakeholder needs into systems requirements.• Provided leadership with Engineering to integrate customer and usage data into business systems as appropriate.

Cambridge, Ma

• Organized internal teams and process assessment to evaluate and improve internal Quality Management systems performance• Coordinated cross-functional solutions and systems implementation and continuous improvement• Provided leadership while collaborating with cross-departmental/multi-tiered teams to deliver business solutions• Developed and drove corporate process standards for materials review, change management, document control, deviations and waivers• Assisted company’s ISO efforts by providing support in Business Process generation, consultation and training• Reported and presented deliverables, critical project updates, and recommended solutions for consideration to Senior Management

Cambridge, Ma

• Supported and maintained business documentation and records related to quality management processes• Created reports for department metrics and senior managers• Oversaw Quality Systems by insuring proper compliance, participation and completion by users

Cambridge, Ma

• Provided exceptional administrative support to a company of 170 people• Start to finish support of the new hire on boarding process such as documentation management, pre-interview phone screening, management of travel arrangements, and new hire paperwork• Coordination and administration of company travel including international travel, passports, and VISA applications• Implemented a cost savings of over 30% annually on weekly company food budget while meeting the needs of the staff• Interviewed, trained and supervised temporary employees• Created New Employee Training including Human Resource and Company policies, intranet overview, travel procedures, and procurement requirements. Provided training to new hires• Maintained and streamlined office procedures and processes to better serve the office community • Assisted HR in recruitment process and candidate selection

San Francisco Bay Area

• Managed all estate tasks including bill payment, household project/upgrade oversight, landscape, construction, miscellaneous vendor coordination, and housekeeper oversight.• Proven ability to multi-task in a fast paced environment that included immediate support to executives while balancing household responsibilities.• Complete management of vacation rental property including website set-up and maintenance, marketing, guest reservations and correspondence, facility maintenance oversight, vendor coordination, and all book keeping and banking including coordination with tax accountants.• Care of three children including: morning/before school coordination, providing transportation to/from school and after school activities, scheduling activities, and homework assistance.