Product Manager Customer Success

Nigardeep Kaur(Green card Holder)

** ****** ****** *****, *************, PA 17050 • 916-***-**** • *********@*****.*** •https://www.linkedin.com/in/nigardeep-kaur-78544520a/

Business

Product Management, Enterprise Software, Customer Interview, Business Intelligence

Software

Trello, Asana,Monday, Adobe Creative Suite, InvisionApp, Balsamiq, Excel, Sisense/Looker, Google analytics, Zendesk, CampaignMonitor

Design

Design Thinking, User Experience Design, User Interface Design, Mobile Design

Technology

HTML, CSS, JavaScript, MongoDB, MySQL, Python

Strategy

Cross Functional Team Lead, Agile/Scrum/Kanban, User Stories, Innovation, Product Lifecycle, Product Roadmap, Lean Startup, Work Breakdown Structure, A/B Testing, Quantitative Data Analysis, Stakeholder Management

Professional Experience

Product Manager 01/2020 to Current

BlueShield of California El Dorado Hills, CA

Conceptualized, planned, and launched a B2B product that improved customer success in Health Tech by connecting outcomes data to KPIs about the customer journey

Led Product Strategy by analyzing customer success KPIs vs ROI to define target market segments and increase capacity utilization by 27%

Drove Product Management by building consensus, defining features, and grooming the roadmap to support 2-week Agile development sprints for a two-month concept-to-MVP release

Wrote Marketing Collateral to support enrollment of 7 strategic B2B partners, growing value-added customers by 17%, and referring others to more generalized partners

Optimized product & service customizations, resulting in a 35% improvement in Customer Success KPIs

Utilized Salesforce to manage and track customer success KPIs and support the sales team in driving product adoption

Product Manager 01/2017 to 12/2019

Apple Cambridge, MA

Transformed a stakeholder-driven culture into a customer-centric culture by implementing Agile Methodologies, increasing feature delivery by 22% and improving developer utilization by 31%

Led a product manager/product owner team to execute product initiatives through the entire lifecycle, from defining the use cases to the planning and delivery, collaborating closely with all cross-functional teams

Drove a Product Roadmap from functional specifications through software engineering to MVP to launch a B2B2C application service in 2 months, instilling new optimism on the team and increasing Usability through Focus Group research to improve NPS by 33%

Identified best-in-class Product Management practices, including insights and analytics, exploration, experimentation, outcome-based product planning and roadmaps, and Voice of the Customer programs

Product Manager 01/2013 to 12/2016

M.K Group of Institutes Amritsar, India

Conducted market research to identify industry trends and customer needs, leading to the successful positioning of product in the market

Developed and managed the product roadmap, ensuring alignment with company goals and objectives

Coordinated cross-functionally with development, design, and marketing teams to deliver high-quality products on schedule

Analyzed and reported on product performance using key metrics, driving data-driven decision making to improve product features and user experience

Implemented Agile development methodologies to improve team efficiency and product quality

Education

Master of Computer Science: University of Bridgeport, CT 05/2017

Bachelor of Computer Engineering: Guru Nanak Dev University, India 05/2015

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