Customer Service Manager

Monali Jain

Mobile: 1-650-***-****

Email: *************@*****.***

Location: San Jose, CA

www.linkedin.com/in/monali/

Objective: To join unique product management opportunity to create life changing products and lead the leaders who create new

industries while improving lives of millions of users and billions of transactions in meaningful way.

• Monali Jain has 16 years of experience in developing and launching highly scalable, highly profitable internet software products and

services.

• Visionary product management leader that connects business, engineering, customer experience (UX), analytics are connected in

cohesive bond aligned in one direction.

• Strategy, Product Planning and well thought resource management to deliver best customer experience in the world to capture

maximum market share and relentless focus on users and innovation.

• Strong leader with expertise such as product lifecycle, business acumen, team building, financial models, KPI design and tracking,

executive presentations, public speaking and analyst relations.

• Intimate research and understanding of customer’s past gaps, present needs and future behaviors in light of ever changing

competitive landscape via tools such as product roadmap, user stories and wireframes.

• Excellent engineer with credentials such as one of first 30 engineers in world to pass all salesforce.com certifications including

advanced developer, invitation by W3C to chair VoiceXML forum.

• In depth technology and industry knowledge of consumer internet, appliances, ecommerce, Social, CRM, mobile and big data.

9 years of product management expertise and in depth understanding of product marketing and user experience in both enterprise

software and consumer internet.

Scaling successfully during Hyper Growth for millions of users and billions of transactions

At Good Technology, startup growing to $200 million in revenue in less than 3 years offering mobile applications.

At PayPal, launched merchant solutions that grew from conceiving to maturity with phenomenal growth to 2 million

merchant users, 20 million+ consumer users and billions of dollars in transactions within 2 years. Consumers can now

transact via both online, mobile and offline payments.

Cross functional collaboration and Value Chain Management

Led cross functional teams across lifecycle of products across business, channels and technology.

At PayPal, created efficiencies by improving merchant experience across telesales, onboarding, risk management, payment

processing, reporting, portal teams. New products such as PayPal Here (Mobile card reader) for small merchants emerged

as a result.

At GE Appliances, made history by launching first ever direct customer service center revolutionizing the traditional

service business model through dealers.

Being great engineer helps her tremendously to work with technology counterparts during PRD, Agile development, User

stories and prioritization.

Strategy, Market research, Marketing Mix Management and Product Launches

Over 16 years managed products from conceive to launch to growth to decline phase of lifecycle

At Good Technology, focused on forecasting, win-loss analysis, pricing strategies, large enterprise custom deals, channel

conflict across enterprise sales and carrier sales.

At interwoven, Analyzed product portfolio, Investment strategies to adopt to consumerization of IT trend. Initiatives

included, market segmentation, Persona definition, product and service revamp, acquisition of Optimost

At PayPal, simplified merchant offerings, optimize cash cow products such as checkout, introduce mobile payment

processing such as Paypal Here and manage decline of virtual terminal offering.

1. Bachelor in engineering degree from University of Mumbai.

2. MBA from Santa Clara University, USA.

3. Executive education program in Strategic Marketing Management from Harvard Business School, USA.

In engineering college, she hosted first ever inter-college festival with 20,000 attendees from conceptualization, team building and

sponsorship. During MBA she led team project that won Prestigious Bellotti Award. She also founded annual Women In Business

conference hosted even today after 12 years right here in silicon valley.

Detail Work Experience:

Head of Merchant Experience, PayPal, eBay Inc. (March 2009 to March 2012)

Her recent role was Head of Merchant Experience at PayPal, eBay Inc. (March 2009 to March 2012) . She lead product management

team that transform merchant experience by managing products for onboarding, mobile payment acceptance (old virtual terminal now

PayPal Here) and PayPal account management for Point of Sales systems.

At PayPal (eBay), she received Meteor Shower Award. This is level 5 (second best) award out of 6 levels within eBay Inc. This level of

award should be used to recognize those situations where an employee’s accomplishments are not only outside the scope of his/her job,

but also have a significant impact on the company. This award recognized her contribution to merchant boarding process improvement.

The onboarding time reduced from 10 business days to 2 seconds resulting in overall 15% productivity improvement in North America

Telesales teams. Introduced Agile and scrum methodologies in great blend with well-established waterfall models.

She won awards such as PayPal Lab Rats - People Choice tools award, 2011. and Winner, Tech Jam, November 2011 PayPal, EBay Inc.

Sr. Manager Marketing Strategy/ Sr. Product Manager, Interwoven Inc.. (December 2006 to March 2009)

During 2006 to March 2009 she held position of Director for Strategic Planning at Interwoven Inc. Her key contributions include

creating real tie analytics infrastructure for timely decision making. Working with senior management for quarterly strategic planning

and corporate planning. Her team was responsible for analyzing market trends and competitive landscape. She was awarded an

accomplishment award for successful execution and integration of acquired company such as Optimost.

Sr. Pricing Manager/ Sales operations, Good Technology inc. (January 2004 to Nov 2006)

In 2003, after graduating MBA at Santa Clara University she joined startup Good Technology in promising mobile industry. She has

strong experience in strategies and complexities of hyper growth (zero to $200million revenue) startup managing forecasting, pricing and

custom deal management at Good Technology.

Product Manager, Ask Jeeves Inc. (June 2003 to December 2003)

Combined engineering expertise and MBA during her short time at Ask Jeeves she focused on driving “Questions and Answer” solution

through growth and maturity phase increasing ad display revenue significantly.

Technology Leadership Program at GE-Appliances India (June 1997 to March 1999)

Early in her career, Monali Jain successfully completed Technology Leadership Program at GE. As Product Manager, Customer Service

transformed the customer support across whole country for appliances industry. She setup first ever toll free number for customer

service in India. As Product Manager, Marketing dramatically improved the information flow from thousands of dealers across the

country to proactively push pricing and promotions in competitive markets and ensure six sigma standards apply customer experience

through sales and marketing.

Hobbies and Personal Accomplishments:

Travel: Visited 18 countries.

Hobbies: Hang gliding and hiking. She recently climbed Highest Mountain in Africa Kilimanjaro to the top. It was rare success because

all 11 members on her team made it to top while the success rate is around 75%..

Affiliations and Public Speaking: TiE - Charter member(Invite Only). CMO-Council (Invite Only). Active angel investor and member

of Kirestu Forum, Golden Seeds and TiE Angels. She is regularly invited to be on judging panel for pitch competitions hosted by VC

Task Force, Silicon Valley Forum, US Market Access, Plug and Play Center, Rocketspace and Runway.

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