Taylor Marston Email & Phone Number

Our mission is to make reading fun and for students to learn to read with engaging decodables that are representative of students in America's schools. When students want to read and feel successful, their achievement rises!

Boston, Massachusetts, United States

Managed a portfolio of five Agile clinical trial technology products from concept through launch, ensuring alignment with strategic objectives.Acted as a critical stakeholder working with cross-functional teams, including engineering, marketing, sales, and customer support, to ensure successful product rollouts.Created client-facing roadmaps and product governance presentations for enterprise customers, providing important transparency around issue management and upcoming feature enhancements.Oversaw product lifecycle management, from concept through launch to end-of-life, ensuring alignment with strategic objectives.Managed contracts and served as the primary liaison for conflict resolution and ensuring fulfillment of contractual commitments.Provided exceptional support to enterprise customers, leading to a multi-million-dollar contract renewal for a three-year term.Collaborated with stakeholders to gather requirements, define key product features, and strategically prioritize the product backlog, significantly reducing development issues and consistently meeting deliverable timelines.Expertly triaged and resolved client-facing issues, spearheading escalations and ensuring all resolutions were delivered within contractual SLAs across multiple product lines, reducing the bug backlog by over 50% over 6 months. Managed the Content Team while providing cross-functional support to Client Services, Product, Development, and Quality teams, ensuring seamless collaboration and project alignment.

Boston, Massachusetts, United States

Initiated and streamlined a unified process for product, development, and delivery teams to handle escalations, resulting in faster issue resolution and improved cross-functional collaboration. Created and delivered a comprehensive strategy for the successful go-live of the Site Feasibility product.Standardized product processes and procedures to align the quality of product delivery. Implemented an end-user issue management process using Jira for all supported products to provide transparency and analytics to customers and internal stakeholders. Continuously groomed the backlog, prioritizing features for quarterly planning and ensuring a successful implementation from requirements gathering to going live. Collaborated with stakeholders to gather and create product requirement documents, define key product features, and strategically prioritize the product backlog, significantly reducing development issues and consistently meeting deliverable timelines.Led a cross-functional team effort to identify UX pain points through pre-launch testing and provided documented recommendations. Implemented a UAT process for client services to ensure the quality of each product release. Collaborated with the product and development teams to author external customer-facing RCAs. Owned and maintained the centralized Confluence space for the client services delivery teams. Led a cross-department change management initiative from Egnyte to SharePoint and Slack to Teams.

Boston, Massachusetts, United States

Created custom front-end solutions to bridge the gaps in product features and increase the value of our product in the market. Authored and maintained technical documents, product user guides, and videos.Strategized solutions for newly acquired products to ensure a unified user experience. Supervised and managed client-specific and enterprise-level projects across 10+ teams to support site engagement and increase clinical trial cycle times.Led, designed, and implemented custom front-end features that combined existing features with custom HTML, CSS, and Java to bridge the gaps in product functionality. Created an in-depth Confluence space for the client services and integrations delivery teams to centralize resources and reduce content stagnation. Selected, configured, and maintained the helpdesk platform across all supported products. Created a department-wide onboard training program for new employees to ensure that each new hire received proper training and experience before customer support.Developed a System Access Request (SAR) process using the ServiceNow platform, which resulted in 90% faster resolution of access requests and audit-ready reporting.

Newton, Massachusetts, United States

Lead KOMs and reoccurring project meetings, providing timelines, updates, and action items.Lead KOMs and reoccurring project meetings, providing timelines, updates, and action items. Worked with customers to create engaging news posts and email blast content. Utilized leaderboards, checklists, and additional content tools to expedite clinical trials.

Waltham, Massachusetts, United States

Managed a caseload of 30 clients with developmental disabilities and behavioral challenges.Managed a caseload of 30 clients with developmental disabilities and behavioral challenges in CBDS and Day Habilitation program settings. Supervisor to 12 employees. Created change management processes and employee training series to lead the cross-department transition to paperless records. Referred by a former colleague based on the advanced performance at Eliot.

Arlington, Massachusetts, United States

Projected initiatives, curriculum development, and implementation. Delivered exceptional service by listening to concerns and following through with outlined objectives and set goals.

Newton, Massachusetts, United States

Assessed, advocated, and implemented assistive devices and software applications for individual support plans. Coordinated acquisition of materials and supplies to ensure students had the resources and tools to be successfully supported during their education.