Operations & Enablement

Utilized Airtable to track Project Management department usage of customer add-on
Track and have insight into client usage of certain add-ons

Recognized and identified redundant efforts within a department.
Reviewed scope of responsibility for product testing and found areas of overlap, duplication, and gaps
Coordinated with product teams to ensure testing was comprehensive while efficient.
Identified areas of the product where testing can be automated (to run daily), and reduced testing load by 35%.

Identified gaps in internal support across the company that resulted in too many “fire drills” for the Product Team.
Led the initiative to recreate an internal support structure that balanced timeliness with clear boundaries.
Created a question placement guide to ensure each question/need went into the applicable channel so that it was received by the correct team.
- Utilized a “decision tree” to guide teammates on where to place the question (example below)

Worked 1:1 with a Product Manager on the Rollout of Aha! portal.
Trained applicable departments on how to leverage Aha! (Customer Success, Support and Sales).
Created official documentation to leverage when introducing customers to the tool.

Worked with the head of Sales and Account Management to categorize product add-ons, confirm related efforts, and flag if new pricing is needed.
Updated usage parameters informing which clients are eligible for product add-ons.
Managed an internal Slack channel meant for product add-on questions and high-priority requests

Internal Support Management