Revitalized a long-ignored chat solution for local businesses – TotalLiveChat. Increased new customer licenses by more than twenty-five percent, reduced customer churn by more than thirty percent, and saw significant growth in existing customer expansion. Increased chat volume to more than 250,000 chats per month. Launched major new features, including self-manned chat solutions, Spanish language support, Google message extensions integration, and SMS integration. Evaluated artificial intelligence (AI) and competitive products. Developed all new marketing and sales materials, and led sales training efforts across the organization. KEY ACCOMPLISHMENTS:• Managed development and service delivery partner, coordinating new feature releases and service quality improvements.• Grew product revenue across all segments and verticals in a product that had not been actively managed since 2012.• Grew new client engagement by delivering unique new features in a highly competitive market.• Designed new processes that improved visitor experience and increased lead volume.• Evaluated new chat solution providers and performed competitive analysis.• Implemented new support and service processes that improved consistency and reduced turnaround time.• Developed reporting solutions that enabled customers to improve their marketing strategies to deliver improved ROI.

Developed product strategic and tactical plans for long-term growth. Delivered Attensity's Saas products on-time and in-budget using Agile methodologies. Led product planning, feature design, UX designs, competitive analysis, product positioning, sales and end-user training programs that revived a stagnant product line. • Leveraged Agile methodologies and planning to deliver consistent releases that met customer needs.• Built proof of concepts and pilot programs that generated more than $1.5 million in 2015.• Led UX design sessions that significantly improved usability in our flagship product.• Worked with numerous Fortune 500 companies, including: Sprint, Verizon, Microsoft, eBay, Cisco, DirecTV, Ericsson, Rogers, Symantec, Wells Fargo, Yahoo, to improve product features, design, usability, and performance.• Delivered five Saas-based releases on-time, within budget, and with the highest level of product quality. • Developed social media solutions that included listening, topic development, categorization, and reporting.• Implemented survey analytics solutions that included data configuration, linguistic parsing, customized categorization, and consulting.• Constructed demos for social media engagement, social listening, and survey analytics by focusing on customer benefits and strategies.• Oversaw conversion to full Agile/scrum methodologies using JIRA as the foundation. Wrote product design epics, led daily standups, weekly backlog grooming, and bug scrubs, and sprint pre-planning and planning sessions to ensure adherence to our standard two development and one QA sprint product release cycles.Also:Senior Business AnalystChannel Marketing ManagerProduct Marketing ManagerSr. Sales Engineer

• Responsible for all product management for Aligo Mobile Access, the leading mobile groupware solution.• Reworked the entire groupware product line, changing the focus and direction from a connected, real-time solution to a synchronized, disconnected solution.• Developed competitive market intelligence to support new product requirements.• Managed a remote development team.• Wrote and delivered all user documentation, and customer and sales training materials. Developed sales tools to improve lead closure.• Successfully delivered four product releases, improving product quality and significantly growing the customer base.

• Responsible for managing all aspects of Remedy’s CRM products including launches, upgrades, marketing, engineering, documentation, QA, sales, and support.• Created 2-year strategic plan which defined the product roadmap and release schedule.• Developed and implemented the cross-company product management lifecycle process.• Created and managed internal and external beta programs.• Completed cross-departmental sales and technical training sessions for internal and external constituents.• Developed the vertical market strategy for Remedy’s CRM product line, focusing on government, telecommunications, and financial services.

• Researched, identified, and negotiated distribution agreements with high-technology vendors for the Korean market• Identified, negotiated, and performed due-diligence for Daewoo investment interests and venture capital.• Developed the business plan for importing and selling Daewoo-branded notebook computers in the U.S., including P&L, feature set, OEM agreements, channel development, pricing, marketing programs, product naming, packaging and sales training.• Built a technical support department, including development of training materials, staffing, policies and procedures.

• Managed a product line that grew from $4 million to $65 million, including desktop and network virus protection products.• Developed a broad-based network strategy for client, server, and enterprise virus protection.• Managed the product team, including programmers, QA, technical support, documentation, manufacturing, and international programs.• Built a product review strategy for PC and financial press.• Oversaw localization, including double-byte translations, into 22 different languages.• Developed business plans and marketing requirement documents for the anti-virus product line and launched VirusScan into the retail channel.• McAfee’s first marketing hire, employee number 20.