Nicollette Kalaj Email & Phone Number

Seattle, Washington, United States

Seattle, Washington, United States

- Domain expert in our CRM / Salesforce integrations: elevating CRM best practices, supporting internal teams in troubleshooting and technical conversations, and acting as voice of the customer to Product/Engineering- Guide our most complex and high-value customers through solution design, implementation, and ongoing maintenance of their Highspot environment and technical integrations (such as Adobe DAM, SharePoint, Salesforce, Dynamics, and SSO)- Support PM & Engineering with launch of new product capabilities, overseeing customer beta programs and GTM team enablement/training

Seattle, Washington, United States

Seattle, Wa

Austin, Texas Area

- Executed roadmap for Shopgate’s customer-facing admin console application, including writing detailed product definition and designing UX wireframes- Maintained and prioritized backlog as Scrum product owner for a fully remote engineering team- Maintained Confluence space for analytics topics and regularly published new documentation- Regularly collaborated with subject matter experts to edit API documentation- Created and executed Shopgate's first organized feature launch plan; wrote all marketing copy, customer-facing documentation in Zendesk, and internal Confluence articles - Held companywide training sessions on new features- Led company initiative to improve performance of legacy analytics system, successfully reducing aggregate failure rates from 30% to 5%- Implemented a company-wide bug prioritization and tracking process in Jira to increase transparency and improve ticket resolution speed- Built advocacy with stakeholders by holding regular feedback sessions and communicating the product vision effectively

Austin, Texas

- Responsible for project management of high-value, high-risk, or technically complex implementations- Provided coaching and mentoring to direct reports- Served as a technical lead and point of escalation for customer conflict resolution- Regularly edited existing customer-facing Zendesk articles for clarity and flow- Regularly created new technical documentation in Confluence, publishing 2+ articles per month - Maintained an organized Confluence space for customer success team- Hosted regular team and company-wide training on advanced topics- Built spreadsheets using SQL queries to regularly present team performance and customer churn metrics to management- Assisted sales and business development as a sales engineer on calls; generated RFQs for custom development

Austin, Tx

- Performed technical integration of new customers’ desktop e-commerce sites with Shopgate’s mobile app technology- Managed customer expectations, requirements, and resources to ensure a successful app launch- Configured and performed troubleshooting for settings such as taxes, fulfillment, catalog, and payment systems processors - Gathered requirements for feature requests and regularly collaborated with product management team- Maintained up-to-date knowledge of App Store and Play Store submission processes and policies to minimize app launch delays- Employed excellent time management and communication skills to balance active projects

Tempe, Az

- Provided technical support for Shopgate’s existing e-commerce customers via phone and Zendesk ticketing system- Created well-written Jira bug tickets and escalated to engineering team; acted as point of communication between customers and engineers- Maintained a 98% customer satisfaction score and 4-hour first response time- Employed deep understanding of Magento, Shopify, Bigcommerce, and Wordpress to quickly resolve configuration issues- Performed troubleshooting on product import XML files; utilized basic PHP scripts to modify import files per customer requirements- Employed knowledge of HTML, CSS, and Javascript to modify app functionality

Tempe, Az

- Provided live chat technical support for prospective and existing GoDaddy customers - Utilized written communication skills to translate technical concepts to a non-technical audience- Elicited clarifying information from customers to troubleshoot complex DNS, hosting, and email service issues- Regularly communicated complex technical details to GoDaddy specialty teams to provide effective customer solutions- Employed working knowledge of Wordpress, FTP, and HTML/CSS