Stephanie Monk Email & Phone Number

Fort Lauderdale, FL, US

Lead a team of UX Researchers, UX Content Designers, Product Insights and Adoption for Citrix products and services.

Fort Lauderdale, FL, US

• Created and currently lead the digital in-product (in-app) team that manages and drives customer adoption, retention, and revenue expansion across all Citrix services ($3B business)
• Team supports entire customer lifecycle journey via in-app messaging/communications to grow active use, increase renewal rates, reduce support call volume, and increase retention.
• Expanded in-product messaging platform (Pendo) across all 35+ Citrix Cloud services, leveraging governance process and best practice to ensure engineering and product teams were comfortable with pushing messaging live.
• Utilize business metrics and data to measure program success and to optimize programs throughout post-sale journey.
• Manage NPS strategy/insight and other in-product feedback mechanisms to drive product roadmap discussions

Fort Lauderdale, FL, US

• Manage the in-product messaging and communications strategy across Citrix (with Pendo). Create personalized in-product experiences throughout the entire customer journey (includes onboarding, retention, and renewal.
• Responsible for the in-product trial experience from first time use to conversion; initiatives focus on onboarding resulted in +26.8% increase in trial conversion rate.
• Constantly running A/B tests to test different experiences to improve first use/onboarding so prospects/new customers get time to value (their “aha” moment) as quickly as possible.
• Responsible for in-product feature awareness to increase product usage, increase retention, and reduce churn.
• Organize and facilitate customer journey mapping sessions across Citrix product lines to identify gaps/opportunities and lay out strategy to improve customer experience.
• Responsible for the overall Citrix Cloud NPS strategy and execution

Fort Lauderdale, FL, US

• Manage the Citrix ShareFile (SaaS) in-product messaging platform and strategy for both trials and paid accounts across entire customer journey
• Onboarding improvements resulted in +26.8% increase in trial conversion rate.
• Built in-product cross-sell and up-sell channels
• Ran A/B tests to test different experiences to improve first use/onboarding so prospects/new customers get time to value (their “aha” moment) as quickly as possible.
• Responsible for in-product feature awareness to increase product usage, increase retention, and reduce churn.
• Organized and facilitated customer journey mapping sessions across Citrix product lines to identify gaps/opportunities and lay out strategy to improve customer experience.

• Manage the integration of the Patient Portal (SaaS based solution) to GE Centricity Electronic Health Records as well as the Patient Medical Forms solution. Responsible for development of new features/functionality via.
• Responsible overall for product vision and fiscal year product roadmaps for portal integrations and patient forms.
• Built and continue to manage Cross Functional teams that meet weekly to ensure we continue to deliver value to our customer base and enable new revenue growth.
• Experience in Agile: Develop user stories, prioritize backlog, and participate in story pointing/sprint planning.
• Work closely with customers to make sure that new features continue to meet market needs and solve problems.
• Create sales and marketing collateral such as: Demos, Positioning Statements, Objection Handling/FAQs, Release Notes, and Training Presentations.

Mountain View, California, US

• Manage the integration of the Intuit Health Patient Portal, (a SaaS based solution) to GE Electronic Health Records system (Centricity Practice Solution). Responsible for development of new features/functionality, as.
• Responsible overall for product vision, fiscal year product plans, road maps for the GE Centricity integration.
• Built and continue to manage a GE Cross Functional team, compromised of Engineering, Sales, Marketing, Implementation, Customer Support, to make sure we continue to build integrations that satisfies customer base.
• Experience in Agile Methodologies: Develop user stories; Work closely with Engineering to prioritize user stories and defects per iterations/sprints.
• Create sales and marketing collateral such as: Positioning Statements, Objection Handling/FAQs, Internal Release Notes, and Training Presentations.
• Manage beta testing, which includes recruiting of beta clients to performing User Acceptance Testing

Morrisville, North Carolina, US

• Responsible for product development, global launch planning, pricing, positioning/messaging, and promotional activities for a new line of disposable and reusable blood pressure cuffs.
• Perform market research, including conducting one-on-one interviews and focus groups, to determine business cases for future upgrades and new products ideas.
• Responsible for maintaining positioning statements and overall content on website, brochures, and promotional activities.
• Responsible for sales, sales admin, and customer service training on product features/benefits and market information.
• Perform Win/Loss Analysis on accounts to determine what worked, what can be improved, and how competitors compare.

Morrisville, North Carolina, US

• Developed marketing specifications that include user personas/use case scenarios for both hardware and software components of the stress blood pressure product line.
• Managed 3 year product roadmap that detailed software/firmware upgrades.

• Managed facility and process improvement capital projects, which include performing project review and submission, scheduling resources, and developing action items with successful project completion dates.
• Interacted with vendors and consulting firms to improve equipment operation and facility design.
• Interacted with Quality Assurance and Validation to resolve issues related to equipment operation and performance.

• Responsible for instrumentation, controls, and automation design and support.
• Responsible for creating software and hardware specifications and participating in commissioning/validation support
• Participated in company-wide computer compliance team which governed items such as 21 CFR Part 11 compliance and risk assessment for computerized and process systems.

Raleigh, North Carolina, US

Design and fabricated a mechanical arm/claw for a young man who was unable to reach, grab, or pick up objects due to a severe birth defect of both arms.

Ms, Industrial Engineering

Bs, Biomedical Engineering

Bs, Biological Engineering