Career
A summary of my professional roles and key responsibilities. Below, you'll find detailed case studies on specific features and projects I've led.
Procare Solutions
Product Manager
- Played a critical role in shaping GTM and product strategy for flagship SaaS platform, increasing adoption from 300K monthly to 1M+ daily active users by aligning roadmap to customer feedback and market signals.
- Repaired trust with key Enterprise accounts resulting in an increase in NPS from a -14 to a +40 within an 18 month development period by reflecting a deep understanding of their business in solutions and strengthening cross-functional alignment.
- Reduced failed card transactions by 25% through payment workflow optimization, achieving desired outcomes of scalability and UX goals while encouraging use of our internal payments solution.
- Led external API development and strategic partner integrations, unlocking scalable enterprise workflows and supporting platform growth strategy.
- Drove increased feature adoption by championing experimentation culture—combining Pendo data with Intercom feedback to inform positioning, customer education, and iterative campaign strategy.
- Operated as a Support Engineer on the Platform Engineering team and leveraged New Relic to make informed engineering decisions and fostered a culture of Product Ownership by connecting user insights to performance indicators.
- Defined performance and uptime SLAs for core platform in collaboration with engineering to ensure reliability standards for Enterprise contracts and platform scaling.
Procare Solutions
Technical Support Team Lead
- Developed scalable troubleshooting processes and training resources that enhanced cross-team onboarding and reduced support friction during post-acquisition integration.
- Partnered with Product and Engineering to redesign escalation workflows, accelerating defect identification and improving visibility into user pain points.
- Led a high-performing support team of 6, mentoring 3 into new roles and fostering a collaborative culture that strengthened cross-functional communication and operational agility.
Kinderlime
Customer Success Manager
- Built and scaled a Customer Success playbook during a period of 3x growth, overhauling workflows, training collateral, and toolsets to support rapid onboarding and user retention in a startup environment.
Featured Case Studies
Dive deeper into specific challenges, actions, and results from my work.
Reduced failed card transactions by 25% through payment workflow optimization, achieving desired outcomes of scalability and UX goals while encouraging use of our internal payments solution.
Repaired trust with key Enterprise accounts resulting in an increase in NPS from a -14 to a +40 within an 18 month development period.
Led external API development and strategic partner integrations, unlocking scalable enterprise workflows and supporting platform growth strategy.