Director of Product Management, 2005-2007
- Managed cross-department teams (Engineering, QA, Operations, Service Ops, Training, Support and Technical Publications) in setting direction for on-demand Software-as-a-Service (SaaS) product strategy and development.
- Recommended new products and product enhancements by analyzing market trends, competitive information and customer feedback.
- Developed sales presentations; specifically campaigns across multiple media channels including personalized email, targeted websites, banner and other web advertisements and search engines.
- Drove product release strategy by interacting with sales, development and product marketing to define product and service requirements.
- Developed product requirement documents (PRDs), piloted and launched new product features: Lifecycle Designer and Transactional Messaging modules.
- Designed a testing program to identify user problems during beta phase of product release. Uncovered and prioritized over 50 feature gaps and required enhancements.
- Served as a facilitator between designers/developers and non-technical audiences.
Director of Client Support, 2004-2005
Managed a global technical support team responsible for troubleshooting and resolving application issues for both internal and external clients.
- Reduced monthly average case load by 25% by addressing technical issues and staff training.
- Realized a 50% improvement in case resolution time frames by implementing a cross-department process for prioritizing issues.
- Reduced the total number of critical monthly cases from 55% to 30%.
- Migrated the multi-use ticketing system from Salesforce.com to corporate-sponsored Siebel On-Demand, saving over $100,000 in monthly operational expenses.
Director of Service Operations, 2003-2004
Reporting to the SVP of Worldwide Field Operations, managed a staff of 63 within service operations, campaign management, production, client start-up and technical training departments. Developed a track record of attracting quality employees, growing talent and motivating teams.
- Improved efficiency of campaign management teams by 15% through process review, development of and training on departmental best practices.
- Led a cross-functional team to coordinate, manage and resolve escalated client issues.
Account Director, Self-Services, 2001-2003
Developed and managed the client support account team for a new self-service product. Accounts included Victoria Secret, Priceline, EMC, TrueLink, Advent, Grainger and UbiSoft.
- Achieved client revenue growth of over 70% over 12 months through successful up-selling of existing accounts.
- Developed a team to support a 300% increase in client base.
- Managed the strategic and budget planning relationship with the clients. Negotiated contracts, proposals and work orders.
- Implemented service and support processes which doubled productivity while improving quality results.
Account Manager, Client Services, 1999-2001
Managed a team of campaign managers, project managers and production specialists. Accounts included Electronic Arts, Homestead, Alta Vista, Bizrate.com, Entertainment Weekly and Futureshop.ca.
- Directed client movement along the email marketing lifecycle testing roadmap.
EARLY CAREER EXPERIENCE
Montgomery Watson Americas, Senior Hydrogeologist/Quality Manager, 1991-1999
Legette, Brashears & Graham, Hydrogeologist,
