Sam Benson Email & Phone Number

Reading, Gb

London, England, United Kingdom

🔍 User-Centric Approach: I actively engage in user interviews and analyse user data to gain deeper insights into product challenges and opportunities, driving informed decision-making and product enhancements.📊 Data-Driven Decision-Making: I commit to backing up initiatives with data, ensuring that product progress is validated and aligned with user needs and preferences.💡 Innovative Ideation: With this constant discovery, I proactively generate and share ideas to drive product innovation, instilling confidence in peers and garnering support for product initiatives.🔄 Effective Collaboration: I facilitate collaborative and engaging retrospectives and workshops, creating an environment where team members feel comfortable sharing feedback and challenging assumptions, ultimately driving continuous improvement and team cohesion.🌱 End-to-End Project Ownership: I own projects, varying complexity from inception to delivery, showcasing a willingness to tackle challenges head-on and drive successful outcomes with a great enthusiastic attitude.🚀 Retention Enhancement: I led strategic initiatives that boosted user retention rates, consistently achieving an impressive 8-9% YoY increase, with sustained performance extending into 2024.📈 Engagement Optimisation: I implemented innovative strategies to boost user engagement, resulting in significant growth in app opens and card sends per user. Enhanced utility tools like reminders and contacts, and introduced push notifications and personalised event prompts to drive interaction and encourage repeat usage.📧 Deliverability Improvement: I directed intricate projects aimed at enhancing our mail deliverability, resulting in a notable reduction in customer complaints and a heightened sense of trust in TouchNote's services.💡 Membership Proposition Development: Conducted in-depth research to refine TouchNote's membership proposition, yielding enhanced conversion rates and identification of lucrative market segments.

🚀 Feature Development: Collaborated closely with designers and full-stack developers in a dedicated squad to deliver new features across web and native apps, with a specific focus on the "platform" product - the Tutorful Classroom and lesson delivery.📈 Strategic Planning: Defined quarterly objectives and devised strategies to address customer and business challenges, particularly emphasizing retention and growth initiatives.🤝 Cross-Functional Collaboration: Worked collaboratively with other Product Managers to ensure comprehensive coverage of current focuses and identify optimal approaches to achieving shared objectives.🔄 Product Evolution: Collaborated with various teams within the organization to drive product evolution, leveraging insights from diverse data sources including customer interactions, interviews, user testing, and prototype reviews.📝 Requirements Management: Authored epics, user stories, and acceptance criteria, ensuring clear communication of product requirements to development teams.⚡ Backlog Prioritization: Prioritized backlog items and guided the roadmap and delivery of the platform, aligning with business objectives and user needs.🔄 Agile Methodologies: Actively participated in agile ceremonies such as sprint planning and daily standups, fostering a culture of continuous improvement and rapid iteration.📊 Performance Evaluation: Conducted post-release evaluations of new features to measure success and gather learnings, presenting findings to stakeholders and the wider business to inform future iterations.🌟 Success Demonstration: Demonstrated the success of product areas through data-driven insights and presented outcomes to stakeholders and the broader business, highlighting achievements and areas for further enhancement.I am passionate about leveraging data-driven insights, promoting cross-functional collaboration, and driving product innovation to deliver exceptional user experiences and achieve business objectives.

London, United Kingdom

🔧 Establishing Best Practices: Collaborated with stakeholders to establish and implement best practices for configuration, organisation, maintenance, security/access controls, and data integrity.🔄 Continuous Improvement: Owned and facilitated ongoing improvement of all Product operations processes, guiding product organisation and continuously gathering and processing feedback.📊 Data Analysis: Utilised systems like Aha, Discourse, and Pendo to delve into user data, ensuring the platform meets user needs and preferences.🗣️ Customer Engagement: Conducted customer interviews to understand their needs, providing valuable insights to the Customer Success team for deeper customer engagement and product alignment.📈 Performance Analysis: Analysed user workflows and customer data, reporting trending issues to cross-functional teams to maximise value from introduced tools.🛠️ System Administration: Administered product team-provided systems, managing user access, security settings, integrations, dashboards, and reports for efficient operations.🤝 Process Alignment: Ensured consistency and alignment of processes among the Product team by administering and owning in-house product management tools.ℹ️ Information Accessibility: Ensured the Product team had access to relevant information for making business-driven decisions, including product feedback, opportunities, issues, and user workflows.📣 Customer Communication: Ensured proper communication of product changes to customers through in-app communications and Community forums, managing in-app messaging and user polling.By overseeing and enhancing Product operations, I contributed to optimising processes, aligning stakeholders, and ensuring customer-centricity within Firefly Learning's product development journey.

London, United Kingdom

Functioning as a hybrid between UX and Product Marketing. Some of my responsibilities are around owning products Firefly use internally, devising a strategy for how these tools will be used by the team, bringing them up to a higher standard and further consolidate our use of metrics, customer feedback and customer engagement. To develop the win/loss interview process, then identify any themes of feedback and report back findings to the team. To contribute the development of use cases to illustrate the value Firefly brings to clients and appropriately prioritising and advocating for UX improvements whilst ensuring Product has a voice with customers and prospects through proactive communications.

London, United Kingdom

As a Senior Customer Success Manager, I am working more closely with our Head of Customer Success and taking a lead on commercial and operational projects. Along with this, I will continue to focus to supercharge your teaching and learning experience, we provide a variety of functionality to enable ease in everyday school life. Taking on a more segmented concept within our team, I will be heavily collaborating towards our research and development with other teams in the company to represent feedback directly from the existing customers in the school-sector I work with. I am there to guide through our school's Firefly journey and to listen to thoughts and feedback, as well as keeping our customers up to date with the platforms development and product additions.

London, United Kingdom

Ensuring that all areas of our schools are getting the most out of Firefly. With the focus to supercharge your teaching and learning experience, we provide a variety of functionality to enable ease in everyday school life. I am there to guide through our school's Firefly journey and to listen to thoughts and feedback, as well as keeping our customers up to date with the platforms development and product additions.We recently raised the largest Series A investment in UK EdTech ever. We have also just been selected as one of the UK’s 33 Most Promising Tech Companies, after being invited to join Upscale by Tech City. Plus the Leap 100, an annual list identifying the most exciting, fast growth companies in the UK.

London, United Kingdom

- Advanced level of product knowledge and the education industry. - Managing up to 300 accounts and being the key contact, making sure each account has at least 75% teacher engagement and they are getting the most out of the the product. - Contacting my schools regularly to retain our customers and build strong relationships with our schools. - Generating a high volume of calls, on-boarding new schools regularly, email communications and visiting/training schools in person. - Training new members of the team.- Advanced Salesforce user as well as taking on side projects given by management, such as; competitor research and knowledge sharing presentations and WoW statistics.

London, United Kingdom

Help build our Tutoring service from scratch including a lot of research on competitors and gaps in the market. Locating the correct decision makers and building a rapport with parents and teachers straight away from a cold call. Interviewing potential tutors for our service and ensuring that they are the most suitable for our customers. With this, the company produced £30k revenue in the last Academic Year 2015/16 and has now built a self service Tutoring software.

Fishponds, Bristol

My roles as a Venue Supervisor includes organising weekly events like fancy dress and helping set up technical equiptment alongside DJing for a few events. This role also contains cashing up, thinking up new ideas for the company including: the food menus, organising charity events and listening to the customers recommendations. I was also capable of providing excellent customer service and great communication skills.

Feltham, Middlesex

My main roles included maintaining a high standard of customer service such as waiting on tables, serving drinks and making sure the customers satisfactory level was always high. In addition to this, I had to have clear knowledge on the latest deals the pub had so I could promote while serving my customers. During my time there, I received many compliments about my customer service which are recorded in the pub's paperwork.

Feltham, Middlesex

As a casual assistant I was placed on tills which included handling money and trying to seek out the customers needs when they wanted it. With strong customer service, my customers often pointed me out from the large team of employers to my manager for my retail work and polite mannerisms. There were also occasions where I would organise deliveries and complete my share of coordinating the stock.

Bahons, Drama And Creative Writing, 1St Class Degree

Activities and Societies: Writer's Block, UWESU Executive Committee, Showstoppers Choir, Kinesis Physical Theatre Group, Creative Writing.

A-Level And As-Level, Performance Studies, Media, Ict, Sociology

Activities and Societies: Musical Theatre, Pantomime, Directing (Assistant), Gym and Dance Show, Student Council, Executive Committee..