Grand Rapids Metropolitan Area
Product/Customer experience in multiple industries - travel, performing arts, insurance, construction, and the list goes on!
- Lead Product, Customer Success, Onboarding, Customer Support, and Account Management teams to drive retention, revenue expansion, and long-term customer value - Drive upsell and cross-sell strategies in partnership with Sales and Product, increasing net revenue retention - Translating customer feedback into roadmap priorities and feature development - Partner with leadership to align customer strategy with company growth goals - Champion the voice of the customer across product, marketing, and revenue teams
As a Product Manager, I partnered with my customers to define project scope, set attainable goals and deliverables to lead to their success. Managing the QA effort and even digging in to make sure the product exceeds expectations. Working closely with UI/UX Designers to provide designs and experiences throughout the project keeps us moving with an agile approach. Worked with customers on their SEO strategy to reach as many prospects as possible.
Partnered with the Sales Enablement team and Demand Generation to strategically market services and products. Developed technical references and sales battle cards for competitor insights. Acted as a technical resource for external customer portal application. Helped build brand awareness and championed new ideas and concepts to create effective engaging content. Analyzed customer needs, competitive information and sales trends.
Gathered business needs from stakeholders and end users to keep backlog current and forward thinking. Managed the organization and documentation of business requirements. Assisted in the development of functional, conceptual and logical design specifications. Implemented 3rd party software solutions and nurtured customer and vendor relationships with effective communication. Oversaw multiple project teams while managing deadlines including company acquisition processes.
Gathered business requirements from end users and translate to Software developers. Utilized JIRA for all tracking and testing of system improvements. Performed end-to-end testing from the business perspective for deployment of system changes. Created usability test scenarios for user acceptance testing (UAT).
Lead various projects and oversaw workload of claims support team. Traveled to Claims branches and trained users in the nationwide roll out of Guidewire ClaimCenter Insurance software. Facilitated root cause analysis meetings to gather information for future resolutions.
Serviced customers with claim related requests. Transcribed recorded statements and official letters. Responded to agencies by phone and email. Coordinated salvaged goods with local vendors and outside businesses.