Dublin, County Dublin, Ireland
A highly energized, curious and an excited individual exploring different avenues of Data, Product and Program Management as a builder and a practitioner. 🚀 As a Program Manager at Twilio Segment, I build scalable and high impact programs for our Global Professional Services, Customer Success and Support teams to deliver better customer experiences and drive business value with cross functional teams. In my past life, I've built front line experience working with customers directly with technical SaaS implementations and product strategy as a Solutions Architect and a technical consultant. My interests include upskilling on customer engagement tools, learning about product intelligence, building customer experiences and constantly on the look to build processes and programs to support high functioning teams and provide world class support for customers. On the other hand, I love writing blogs, traveling, reading about productivity and behavioral science, trying different cuisines of food, and enjoy meeting new people!
As a strategic lead at Twilio Segment, I manage global initiatives that drive organizational impact and support broader business goals. My role centers around collaborating with key partners and delivering solutions that enhance both the customer and employee experience. I design and manage programs from visioning to execution, ensuring that they align with long-term strategic objectives. I lead cross-functional teams, leveraging a big-picture mindset to connect organizational components and external factors, while anticipating challenges and preparing for market shifts. With effective stakeholder management, change leadership, and crisis management, I ensure that our strategic initiatives are executed successfully while adapting to evolving business needs.
As a Solutions Architect for Twilio Segment in Professional Services, I drove business impact by building better products, campaigns and insights with good data and piping them over 500+ integrations - Led enablements and accelerated time to value for over 150+ customers across scaled-to-enterprise globally - Implemented complex solutions involving building data and warehouse configurations, custom integrations, contextual journeys and retargetting campaigns - Strategized and launched enablement programs for new product launches for internal team and optimized service delivery SKUs - Orchestrated and automated maturity assessments to help prescribe solutions that accelerate value realization, helping GTM teams drive and nurture long term relationships
🚀 Being the Founding Success Manager, I helped customers build intuitive user experiences and drive business impact within 14 days; and help Apxor define Customer Success What is Apxor?: World’s first Digital Nudging Platform with a complete suite of low-code solutions for product engagement and intelligence 🏆 My proudest achievements are - Being the founding Success Manager and establishing the 0 to 1 journey for Customer Success & Services - Helping customers improve product engagement by 10% - 15% within 2 weeks of sale, increase retention and reduce churn by an average of 20% - Helping customers realize value first, and drive upsell & cross-sell conversations as a by-product 💻 For customers, my role as a CSM and a Technical Solutions Consultant involved - Leading use case discovery sessions, product onboarding, implementation and strategic guidance for product adoption across industries in e-comm, education, healthcare, banking, and gaming - Identifying high impact user actions leading to conversion to increase Day 0 & Day 1 activation and conversion - Designing and launching no-code campaigns to establish causation resulting to an average increase of 12%-18% Day 1 Retention, and 10% - 15% for Day 0 Conversion - Presented high-value user journeys and product changes to customers' leadership teams, reduced time to experiment and analyse from ~months to ~15 mins 🧠 My contributions within the team involved - Designing and implementing services delivery frameworks for strategy, value mapping exercises, customer onboardings - Developing dashboards to measure customer CSAT including Happiness Index, Qualitative Feedback, Escalation Management processes - Improving feedback loops for Product to build product roadmaps and product experiences - Published product recipes and solutions; built pre-sales POCs, and demos
Worked as a Data Analyst and was a part of the Client Services team responsible for weekly generation of Performance Reports.