I led the overall product vision, roadmap, and go-to-market initiatives. I ensured alignment with ownership, our core business objectives as well as in content and context of market demands.• Managed the Product Management team, guiding the development of roadmaps and prioritization of backlogs to seamlessly integrate customer feedback and market research into product planning.• Managed the Design and User Interface teams, directing the creation of compelling customer experiences that enhanced user engagement and satisfaction.• Fostered cross-functional collaboration with Engineering, Marketing, and Customer Success teams to develop and implement comprehensive strategies that boosted customer acquisition, retention, and revenue growth.• Championed product innovation by staying at the forefront of industry trends and leveraging insights from market analysis and customer feedback to drive the product decision-making process.• Developed and executed robust go-to-market strategies and marketing plans, positioning products effectively to maximize market penetration and revenue potential.• Implemented data-driven pricing and packaging strategies based on thorough market segmentation analysis, optimizing profitability and market competitiveness.• Monitored and evaluated product performance metrics, utilizing data analytics to refine strategies and enhance product offerings continuously.• Mentored and developed the Product Management team, nurturing talent and promoting a culture of excellence that supported professional growth and organizational success.

Promoted to VP responsible for day-to-day operations of the company across product and customer success. Charged with establishing business processes and defining roles and responsibilities that set the stage for growth. Scaled-up operations, built and maintained performance-driven teams, established positive culture and identified and implemented process improvements in all facets of the operation. Drove development initiatives and prioritized projects based on long-term vision.Managed and coordinated functions of Product Development, DevOps, Implementation, Quality Control, and Customer Success teams. Worked closely with CEO, Marketing, and Sales to execute strategic initiatives.• Grew teams by 30+ FTE’s organizing and assigning responsibilities to enable rapid and smooth growth of customer base.• Established Customer Success organization and processes and executed hand-off to newly hired VP of Customer Success.• Decreased time and cost to onboard new customers by 4x through a self-service initiative and efficient sequencing of technical resources.• Reduced mean time to recovery and maintained 99.9% app uptime through the implementation of a monitoring system, multiple availability zones, and additional failovers for systems.• Established and adhered to an SLA which directly and positively impacted our customer base resulting in zero customer churn over 5 years.

Based on performance as a consultant, hired to oversee product development, with strategic oversight of pivotal, cross-team initiatives across Design, Engineering, Marketing, Sales and Customer Success.Drove the product lifecycle from vision and planning through product delivery, collaborating across key customer accounts, the executive team, senior engineering, and marketing leadership.Select Highlights:• Established a formal help desk with knowledge base and ticketing system to enhance customer experience and improve our ability to collect and process feedback.• Defined and analyzed key metrics about user behavior to inform decision-making and measure success.Implemented and administered the Agile software project lifecycle. Including; planning, executing, and shipping according to deadlines and budgets.• Standardized DevOps and Implementation departments, scaled infrastructure to align with leadership vision.• Built a training curriculum by establishing standards to formalize the training process; coached and mentored teams.

I was originally engaged to establish, manage, and grow the Quality Control and Customer Success units by establishing a standard set of operating guidelines and processes. I designed strategy, established structure, and created systems to better support the product and the growing customer portfolio.Select Highlights:• Introduced issue tracking system to support development process.• Built scalable customer support success strategy while enhancing initial customer onboarding experience.• Established the guideline and procedure for generating release notes.• Managed the release of iOS and Android mobile applications.

Provided operational assessments, and developed and implemented streamlined processes to increase revenue, improve productivity and reduce costs for various clients including real estate, landscaping, and food processing and delivery.