Vicky Smith Email & Phone Number

Brooklyn, New York, United States

+ Achieved 90% customer retention in Year 2 for a new-to-market application by developing streamlined onboarding processes, empowering customers through targeted trainings, and responsively problem solving any issues that arose.+ Optimized time-to-value for customers by strategically analyzing the process and reducing the time required to create personalized reporting for donors and maintain financial accuracy.+ Designed and led customer feedback sessions, using insights to… Show more + Achieved 90% customer retention in Year 2 for a new-to-market application by developing streamlined onboarding processes, empowering customers through targeted trainings, and responsively problem solving any issues that arose.+ Optimized time-to-value for customers by strategically analyzing the process and reducing the time required to create personalized reporting for donors and maintain financial accuracy.+ Designed and led customer feedback sessions, using insights to inform product development and align cross-functional teams (engineering, product, customer success) with evolving customer needs.+ Facilitated cross functional brainstorming sessions with external design team and internal engineering and QA teams to develop wireframes, reviews compliance needs, refine user stories, and ensure functionality met both customer needs and business objectives.Technology experience: Proficient in Agile Project Management tools (Jira, Notion, etc), Agile Methodologies and tools, CRM applications(ex: Hubspot, Salesforce, etc), Customer Success tools (Freshdesk etc), Form building tools (Cognito, etc), Email marketing tools (ex: Mailchimp, etc), Analytics applications, Microsoft 365, and more.EverTrue is a leader in advancement software that supports fundraising efforts at institutions. EverTrue's data, software, and services empower advancement teams to create personal experiences for donors.When the acquisition of Fundriver was complete in August 2022, I was promoted to Product Manager at EverTrue where I collaborated with the strategy and engineering teams to foster zero to one design, development, and onboarding for Impact, a new to market application. The EverTrue Impact product empowers advancement teams to build customized donor reports that highlight specific fund financial data along with any related recipient(scholarship, etc) impact information. Show less

Burlington, Vermont, United States

Interviewed stakeholders (both internally and externally) and developed processes for gathering insights, prioritizing, and using them to improve and evolve our applications. These processes were the foundation for developing the product roadmaps that would both meet organizational sales goals, and improve the customer experience.On the Fundriver Balance(financial accounting) application: > Facilitated working sessions with our customers, external design partner, and internal… Show more Interviewed stakeholders (both internally and externally) and developed processes for gathering insights, prioritizing, and using them to improve and evolve our applications. These processes were the foundation for developing the product roadmaps that would both meet organizational sales goals, and improve the customer experience.On the Fundriver Balance(financial accounting) application: > Facilitated working sessions with our customers, external design partner, and internal development teams in prototyping, validation, and testing of an updated solution. > Surfaced additional opportunities to support internal teams as well as customers with workflow efficiencies which will decrease customer onboarding time needed.+ Developed and ran frequent discussions with Customer Support Specialists, sales, SMEs (Subject Matter Experts), new, and existing customers to gather data to analyze and inform sprint priorities and user story development.+ Managed the ongoing development of HTML prototypes to use for validation and then sprint planning.+ Guided the evaluation of these findings against data queries we ran to understand the use and impact of sprint priorities.+ Facilitated meetings to share progress and review updates to ensure internal stakeholders were keep abreast of the new developments so onboarding and support could plan for upcoming changes.+ Developed Sprint Release notes and updated the notes and documentation to be more customer facing.For over 15 years, Fundriver has been supporting over 500 non-profits with their custom accounting and reporting tools. Their applications support both the business and advancement departments of the most renown institutions ensuring transparency, donor compliance, and accurate fund management. Show less

Burlington, Vermont Area

As a dual Product Manager and Account Manager at Bluehouse Group, I worked closely with a diverse portfolio of customers on the redesign and development of their online presence, resulting in enhanced user satisfaction (influencing NPS scores) as well as clarified market position. The products ranged from member organizations to SAAS services and several successful mergers and acquisitions as well as a remarkable 85% yearly customer retention rate for over a decade.+ Nurtured… Show more As a dual Product Manager and Account Manager at Bluehouse Group, I worked closely with a diverse portfolio of customers on the redesign and development of their online presence, resulting in enhanced user satisfaction (influencing NPS scores) as well as clarified market position. The products ranged from member organizations to SAAS services and several successful mergers and acquisitions as well as a remarkable 85% yearly customer retention rate for over a decade.+ Nurtured partnerships with customers which led to long lasting relationships as well as opportunities for additional ongoing engagements.+ Designed and facilitated exercises(card sorting, usability studies, UAT) to hone in on market fit, key user flows, and key conversions to support zero to one development.+ Documented these user stories and validation needs to inform design, development, and UAT.+ Initiated and managed the coordinated planning of multiple initiatives using both waterfall and agile methods. + Worked with engineering to ensure technical feasibility and resourcing availability, and ensured transparency on risks and opportunities were communicated clearly throughout the project lifecycles.+ Cultivated trust with the team as well as clients to ensure a high standard of client satisfaction and empowering every individual to be part of the solution.+ Collaborated with cross-functional (both in-house and remote) partners on project planning, negotiating contracts, and forecasting. + Managed compliance needs and quality testing process to ensure projects met or exceeded expectations.Bluehouse Group is full-service web design agency in Vermont known for designing custom websites and SAAS solutions to meet the unique needs of their customers. Led varied initiatives across a broad spectrum of projects, encompassing B2B, B2C, e-commerce, membership-based organizations, lead generation, and zero-to-one businesses. Show less

Richmond, Vermont, United States

Supported customers throughout the SDLC; oversaw the development of customized open source solutions that aligned with the unique business, compliance, and budget requirements for each client. Developed, pitched, and managed project plans that met business and marketing goals while simultaneously identifying potential opportunities for scaling and future growth.The projects ranged in verticals and user objectives so researching market fit and delving into quantitative and qualitative… Show more Supported customers throughout the SDLC; oversaw the development of customized open source solutions that aligned with the unique business, compliance, and budget requirements for each client. Developed, pitched, and managed project plans that met business and marketing goals while simultaneously identifying potential opportunities for scaling and future growth.The projects ranged in verticals and user objectives so researching market fit and delving into quantitative and qualitative customer insights was always fascinating. Design and development were always informed by these factors along with SME input. Solutions were developed using both waterfall and agile methods with attention given to creating seamless and curated customer journeys. Projects often involved integrations with other 3rd party systems so proactively identifying risks, and tradeoffs was imperative for building trust and ensuring success.+ Produced and evolved the digital experience for a leading multi-million dollar pharmaceutical company: from lead generation to a curated customer portal that offered customized pricing. Customer for 10+ years.+ Led the migration, redesign, and re-platforming of an online community with over 200k active subscribers which resulted in increased revenue from ad sales and professional listings by 50%(customer over 10 years)+ Guided the branding and design for a start-up educational program that supported programs for international audiences. Show less

Bachelor Of Science (Bs), English Language And Literature, General

Management Excellence Seminar Series