Greater Cleveland
Home rentals, flips and renovations
- Overseer of Product Management and Development teams for the @Work and Occupier divisions. - Define and execute the product innovation strategy in alignment with business goals. - Identify and capitalize on market trends and opportunities. - Lead the ideation, development, and launch of innovative products. - Ensure products meet customer needs and drive business value. - Manage and mentor product teams to foster growth and high performance. - Promote cross-functional collaboration for seamless execution. - Optimize product development processes and ensure timely delivery. - Measure success through established KPIs and metrics.
• Manage cross-functional, geographically distributed teams to deliver critical client services to Smokeball firms. • Create and execute short-term and long-term strategies and programs across the Client Services department to assess impact of current service offerings and improve as needed. • Collaborate with other departments, including Client Success, Sales, Marketing, and Product to resolve client issues and improve processes. • Serve as the highest point of escalations for Client Service-related issues. • Be responsible for development, analysis, and reporting of key metrics for the Client Services department. Metrics include utilization of team services, service cost, time to provide the requested service, and client satisfaction. • Coach a team of high-performing managers and directors as they lead their own teams.
• Global leader of Customer Experience teams; Implementation, Support, Customer Success, Regulatory Affairs, Professional Services. • Strategy and vision development across all teams and offerings • Introduce new tools and processes to help the organization scale • Design the customer experience teams and key stakeholders • Develop a team culture of accountability focused on retaining and growing customer accounts • Build key customer success metrics tracking and at-risk indicators • Collaboration with clients and cross-functional teams
• Director of Customer Success, Support, and Implementation Teams • Facilitate inter-departmental communication to effectively provide customer success • Lead the transition and created the Customer Success methodology of an acquired organization • Overseer of Project Assignments and SOW writing • Point of escalation for client cases and enhancements • Responsible for coaching, performance management, and career development of the team • Create strategies to improve productivity and work levels • Constant communication with Executive management on revenue and forecasting