Chris Weaver Email & Phone Number

Saratoga Springs, New York, United States

Saratoga Springs, New York, United States

Saratoga Springs, New York, United States

Saratoga Springs, New York, United States

- Responsible for developing product strategy and roadmap for Higher Logic’s Online Community platform- Represents the voice of the customer within internal scrum teams throughout the entire software development lifecycle- Led the launch and post-launch initiatives for Higher Logic’s first dedicated mobile application solution- Collaborates with internal stakeholders to validate, prioritize and resolve high impact issues- Responsible for backlog refinement, defining product requirements, performing internal and external user acceptance testing, leading sprint planning and driving release enablement activities (both internal and external)- Leads sprint reviews to provide progress updates to internal stakeholders on roadmap projects, product enhancements and bug resolution- Involved with continuous process improvement initiatives to reinforce Agile and Scrum methodologies- Active participant in all scrum ceremonies; leads roadmap and bug grooming within scrum team- Champions customer experience team members by unblocking and accelerating their day-to-day activities

Saratoga Springs, Ny

- Developed and successfully implemented strategic plans for a diversified portfolio of Higher Logic Online Community customers- Generated monthly metric analysis reports aligned with organization specific KPIs- Trained and assisted customers in understanding the full breadth of Higher Logic’s Online Community and Marketing Automation (Informz/Real Magnet) platforms- Curated customer feedback to shape online community management best practices and product ideation- Oversaw community moderation for customers including escalation management- Managed all customer support cases and coordinated status updates if escalation was required- Mentored new Online Community Managers by sharing product knowledge and providing actionable feedback on customer service skills

Saratoga Springs, Ny

- Owned assigned projects that were identified by Client Success Managers during monthly check-in calls- Partnered with Client Success Team to assess client health and developed strategies to improve product adoption- Served as a technical product expert and helped customers continually improve their online community and marketing automation strategies- Measured customer satisfaction and captured actionable product feedback for Product and Engineering teams- Assisted customers with the installation of add-on modules purchased post-launch- Delivered short-term professional service engagements- Identified qualified upsell opportunities for Client Success Managers

Saratoga Springs, Ny

- Served as a product expert and team lead with a special focus on root causing and troubleshooting reported issues within Informz’s marketing automation platform- Provided solutions to technical roadblocks to Support and Customer Success Teams- Developed internal processes to create efficiencies for technical support case escalations- Oversaw daily operations on Support Team and managed the routing of support cases within internal ticketing software- Prioritized and escalated technical issues to Software Operations, Product and Engineering Teams- Assured quality for potential bug fixes for Product and Engineering Teams- Mentored fellow Support Team members; responsible for knowledge-sharing on products and services and technical support

Saratoga Springs, Ny

- Partnered with Client Advisor Team to deliver successful technical solutions within Informz’s marketing automation platform- Provided remedial action to resolve issues not requiring advanced specialized technical skills in an efficient and timely manner- Prioritized and escalated advanced technical issues of greater concern to Software Operations team- Diagnosed and resolved escalated HTML email design and deliverability issues- Assisted the Product Team by developing and validating new troubleshooting documentation

Saratoga Springs, Ny

- Served as an account manager for 60+ clients- Responsible for over $400,000 in recurring revenue and generated over $20,000 in additional product sales and professional services • Provided technical assistance, training and email marketing best practices based on client requests and needs- Enriched clients on how to leverage CRM/AMS integrations and implement email marketing strategies to achieve business goals- Identified product deficiencies and advocated for valuable enhancement requests- Completed product knowledge certification and trained new hires on modules within Informz’s marketing automation platform- Further developed my technical skills and knowledge of HTML/CSS coding and seen as a coding expert for the Client Advisor Team

Saratoga Springs, Ny

- Successfully managed email marketing and marketing automation campaigns for 15+ clients- Provided technical support to Client Advisor Team on Informz’s marketing automation platform- Built monthly project tracker for internal reporting purposes for campaign management projects- Tracked campaign management work extensively in Excel and Salesforce- Established a concrete process for upselling campaign management services- Acquired and exercised invaluable account management and client relations skills to deliver excellent customer satisfaction- Developed working knowledge of HTML/CSS coding languages to create email marketing templates and mailings

Schenectady, Ny

- Assisted marketing manager and coordinators with chain-wide marketing programs.- Analyzed behavior of consumers to develop targeted marketing campaigns.- Developed customer lists for targeted marketing programs.- Proofed weekly chain-wide run of press advertisements.- Wrote copy and organized layout for marketing loyalty mailers that are mailed to customers monthly.- Coordinated marketing programs in conjunction with other departments within the company.- Generated insightful reports to answer ad-hoc business questions.- Selected content and wrote copy for marketing e-newsletters that are distributed to customers.- Calculated and organized e-mail metrics to provide insights and trends to marketing team.- Served on multiple brand activation teams during company re-branding initiatives.

Watervliet, Ny

- Assisted marketing manager with daily tasks and specific projects.- Coordinated company’s logistics, registration and materials for industry specific trade shows.- Updated company’s website with press releases and product information.- Provided information and marketing collateral to representatives, distributors and potential leads.- Participated in new product meetings and assist with follow up tasks.- Organized contact information of potential customers in Excel that downloaded product information from the company’s website.- Planned and coordinated efforts to develop new product brochures and logos with an external creative designer.- Created a customer satisfaction survey to gather feedback on company’s performance from clients.

Latham, Ny

- Provided excellent customer service and effectively communicated with both customers and co-workers.- Became well versed in specific features and descriptions of products.- Sold products to customers in a one-to-one setting in a retail environment.- Processed customer transactions using a cash register, placed special orders at the request of customers and helped maintain the storefront.- Assisted owners with keeping track of store’s inventory and provided prompt notification to reorder specific products.

Albany, Ny

- Enhanced knowledge of marketing by shadowing employees in meetings and assisting with daily tasks.- Worked on several projects with the Marketing and Business Development departments and assisted employees with Excel spreadsheets, packaging marketing materials, and researching important information.- Brainstormed ideas for the marketing department's local “Start to Finish” campaign.- Interviewed graduates at Commencement for testimonials that could be used on future marketing materials and web content.

Loudonville, Ny

- Provided clerical skills by monitoring the front desk of the athletic facility, as well as working at college sponsored sporting events.- Held various responsibilities maintaining and running an athletic complex such as cleaning, setting up for competitions and helping patrons.- Communicated with fellow students by fulfilling their requests and answering any questions that they might have regarding school athletic facilities.- Worked in a team environment with other work-study students and interacted with spectators at sporting events.

Master Of Business Administration (Mba), Business Administration And Management, General

Bachelor Of Science (B.S.), Marketing

Activities and Societies: 21st Century Leaders Society - VP of Legacy, Honors Thesis

Education record

Activities and Societies: National Honor Society, Varsity Baseball