- Drive product discovery and strategy, and execute product development projects for a SaaS company that provides digital solutions for the publishing industry.- Synthesize and analyze data from product analytics tools such as Google Analytics and Crazy Egg, as well as user research, in-house reports, and customer surveys, to inform product development.- Plan and manage sprints for a team of 10 developers, following Agile framework.- Leading project to upgrade email alerts product for 50+ customers (300+ publisher sites); developed requirements based on user and market research; planned, estimated, and scheduled work; currently executing delivery. - Leading project to integrate third party subscription and IP address management services with customer and HighWire systems; currently designing integration; planning and monitoring project; organizing meetings and facilitating discussions and negotiations with internal and external stakeholders. - Work with Business Analysts to drive change management improvements to internal processes.- Present new products and engage with customers on product roadmap and product strategy at conferences.- Deliver product demonstrations, sales pitches, training, and RFP presentations in-person and over conference calls.

- Ran daily standup meetings with 15 members between 3 global offices; identified priorities and allocated resources; facilitated internal knowledge exchange to maximize efficiency; coached and mentored team members.- Drove resolution for complex and high-priority cases, and stabilized at-risk accounts.- Identified inefficiency between Support and Engineering teams; executed change management strategy to improve collaboration, training, processes, and proper resource allocation; reduced escalations to Engineering by 50% within one year.- Re-designed support processes for ‘Vizor’ analytics products; led project to develop new channels for ticket submission and tracking to address inefficiencies; reduced time-to-resolve average from 72 hours to 36 hours.- Initiated and led project to improve quality of site development and reduce post-launch tasks for Support team; worked cross-functionally with PS, PMO, and QA leads to define success criteria prior to site handover to Support, and identify opportunities for automation; reduced number of tickets at handover by 30%.- Led project to expand feedback channels to include online chat support; developed training materials, conducted training, and defined processes; managed team schedule.- Provided post-sales support for new products and features, including on-boarding, training, and technical support; gathered customer feedback and worked closely with Product and Engineering teams to drive improvements to tools, processes, and documentation, and increase customer retention.

- Triaged and managed high-priority support issues via Salesforce, email, and conference calls. - Developed training materials and conducted on-boarding training for new staff.- Worked with project managers to organize and complete handovers of newly-launched sites to Support

- Managed librarian and end-user queries via Salesforce, with timely resolution of issues.- Expanded use of Salesforce Knowledge tool and email templates to improve efficiency.

- Managed end-user outreach and support for web-based reference management tool. - Created and directed community support content and infrastructure, including product webinars, product video, and knowledge base; contributed to marketing plan and implementation. - Solicited and gathered feedback via focus groups, one-to-one sessions, chat service; conducted competitor research; delivered feedback to internal teams for bug fixes and to drive and refine product development. - Assisted in project management for successful product integration to publisher sites.

Tutored high-school students and professionals in Spanish and History.

Taught all levels of English to engineering professionals and high school students in classes and one-to-one sessions.

Administrator and client coordinator for Berkshire Regional Office of National Health Service. - Responsible for scheduling client appointments and liaising with clinicians, whilst ensuring client confidentiality. - Provided customer service and general administrative support, including maintenance of internal files and other office duties as needed (copying, filing, mailing, etc.). - Trained new clinicians in Microsoft Outlook scheduling system and served as internal support for software.