Deltek (Unionpoint)

Influence product roadmap and strategic vision for a cloud integration platform; focused on allowing seamless integration between hundreds of commonly used SaaS and on-premise applications; enabling clients to easily automate business workflows.

Collect and analyze feature requets from stakeholders, customers and prospect, in order to create and prioritize product backlog that aligns with market demands.

Coordinate product trials, and collaborate in pre-sales engagements, product marketing events, documentation and onboarding for both internal and customer use, as this multi-pronged approach gives me a pulse for what’s happening around my product, and offers invaluable direct insights for future enhancements while simultaneously facilitating customer education and faster product adoption.

Deltek (WorkBook & ConceptShare)

Boosted customer loyalty across multiple products and spearheaded numerous cross-departmental initiatives to identify and address gaps in the customer journey.

Deepened customer understanding of key product functions and created educational programs that bring subject matter experts and end users together to learn and discuss highly valuable topics and product features. This effort ran the entire gamut from coordination, marketing, recording, editing, production, through to hosting and distribution of on-demand videos and hosting live engagements.

Tripled monthly viewership numbers and user participation rates by creating a hybrid platform with both self-service on-demand videos and live training sessions. Results included positive customer feedback, increased engagement numbers, uptick in product utilization and increased services contracts.

Created a developer portal that set the standard for developer experiences for other products across the company.

Played instrumental role in research and adoption of several new technology platforms for company wide use including product experience, developer portal, and API management tools.

Reduced manual effort across a team of hundreds by creating automated and reusable resources for customer outreach programs, used throughout the entire organization.

ConceptShare

Boosted customer satisfaction while significantly reducing support overhead by more than 75%.

Directed customer success team and increased customer satisfaction through improved onboarding and product adoption experience.

Implemented formal customer communication procedures, improved documentation for the product feature, releases, maintenance procedures for SaaS and on-premise clients.

Created a greenfield developer portal technical product blogs, design architectures, best practices, guides, and tutorials.

Created automation tools to accelerate batch user onboarding and off-boarding of large customers, saving multiple days worth of manual effort.

Kept product team continually appraised of technical features and roadmap priorities needed in order maintain product alignment with strategic customers and partners.

ConceptShare

Established and implemented a partner-first strategy, paving the way to onboard and support technical partnerships quickly and efficiently, opening the door to new revenue streams.

Kick-started the developer experience by crafting valuable development resources and comprehensive reference documentation, including guides, tutorials, how-to's, FAQs and up-to-date API references documentation.

Created technical support rails and procedures to support larger and more sophisticated integrated partners and customers with technical needs.

Co-created a product support strategy to accommodate both smaller and fast-moving customers as well as larger slow-moving customers with tightly coupled solutions and strict support and maintenance requirements.

Served as the primary liaison for technical integrations with partners and large enterprise customers, playing a key role in product alignment as well as customer acquisition, onboarding, growth, and retention.

Macadamian Technologies

Served as the go-to technical expert for solutions ranging from mobile and desktop applications (Android & Windows), Smart TVs, mobile payment systems, IoT projects, and others.

Collaborated with sales teams for client engagements, requirements gathering, and solution planning, encompassing team structure, technology stacks, and project timelines, and costs.

Co-delivered multi-day paid client workshops to effectively guide customers to define business and success requirements, and to form a comprehensive set of solution requirements.

Authored proposals and RFP responses; the quality of which secured customer trust and established credibility in our ability to deliver effective solutions, winning numerous contracts.

Macadamian Technologies

Entered the tech industry equipped with a Computer Engineering Technology education as Software Developer.

Quickly progressed through roles, gaining comprehensive experience in software development, team collaboration, and project management.

Delivered projects using a variety of technology stacks and development methodologies, including desktop, mobile and web applications, setting the stage for future roles.