Product Manager

• Feb 2023 - Present

Product Manager

• Nov 2021 - Jan 2023

Implement and instil product discipline by following best practice SaaS product development methods Aggregate input from many different stakeholders and translate them into a product/module strategy Describe what to build and the expected business outcomes for the business and its customers, through the means of writing epics or by building prototypes with the custom build team, UX or product designers Manage, prioritize and maintain the product/module backlog and align and collaborate with the engineering team during the build process Deliver an outcome-based roadmap and achieve alignments on committed dates and timelines with the engineering team Forster alignment between the executive team, sales, marketing, consulting and product engineering Evangelize the market through presentations at events, to customers, industry analysts and others Establish and monitor product metrics / KPI and report on them Support product marketing in creating content, sales plays, presentations and other material to educate sales, marketing, training, consulting and others Show less

Product Manager

• Jan 2018 - Nov 2021

Communicate and collaborate with various teams such as marketing, sales and customer success Measure product performance at various stages of the customer journey, leveraging data from tools such as Google Analytics and Mixpanel Perform qualitative research in form of customer interviews, surveys and focus groups to understand challenges and key drivers Define go-to-market plans in collaboration with marketing teams Define pricing strategies for new products Work with various scrum teams to deliver products on the roadmap Work with the cloud infrastructure team to define non-functional requirements Show less

Product Manager

• Nov 2015 - Dec 2017

Smoothwall’s Product Management Group sets and communicates clear strategic and tacticaldirection for our products - it ensures that we focus on the areas that provide most benefit to our customers, and therefore our business. The PM Group’s objectives are driven by the Company’s vision, mission, objectives and strategy. Product management is a key facilitation role for the business, it engages with internal and external stakeholders to ensure that we are fully aligned with our customers’ current and future needs. Show less

Triage Team Lead

• Mar 2013 - Nov 2015

Primary responsibilities include ensuring that the 1st Line Engineering Team are meeting the targets set with regard to service time, telephone response, customer satisfaction and SLA adherence. Ensuring that members of the team are managed in a professional and consistent manner, mentoring team members and providing one2one support.As part of the Service Support Management team, the Team Lead attends internal management meetings and be prepared to discuss achievements, concerns, statistics and strategy. Show less

Support Engineer

• Jan 2012 - Mar 2013

Primary responsibilities include the diagnosis and resolution of customer queries raised by phone, web or email and acting as a second line of support, behind the Triage Engineers in order to more deeply understand the issue(s) and find suitable resolution. Liaising with other Smoothwall teams in order to ensure the correct process is being followed to resolve the customer’s issues. Ensure high priority cases (P1 and P2) are dealt with accordingly and appropriate efforts Support Engineers also carry out the delivery of additional purchased services for customers such as Performance Review, Security Review, Custom Reporting and Policy and Access The team respond to support incidents from both end user customers and resellers whoinstall and support our products themselves. The role involves some interaction with the development process, both in reporting bugs and assisting developers in ensuring correct remediation as well as interaction with the Service Improvement team, ensuring that feedback is given in order to ensure the future smooth running of the product(s). Show less

Account Leader

• Sep 2008 - Jan 2012

Duties and responsibilities included:- Logging tickets within the HEAT call logging system- Answering phone calls dealing with escalations from customers and clients- Working to achieve targeted Service Level Agreements- Responding to / updating customers/clients through email- Managing client expectations- Work alongside supervisor to help manage the team- Conducting regular training sessions- Attending monthly service review meetings with clients- Writing / running monthly reports- Fixing issues logged at 1st and 2nd line and assisting 3rd Line Show less

IT Analyst

• Nov 2006 - Sep 2008

Duties included:- Logging tickets in the HEAT call logging system- Answering incoming calls- Fixing issues at 1st and 2nd line- Working as part of a team to achieve Service Level Agreements