Product Manager Customer Experience

ANGELA BALOUCH

Minneapolis, MN • 701-***-**** • ******.*******@*****.*** • linkedin.com/in/abalouch/

• Passionate about solving complex problems and creating products that people love.

• Deep understanding of both technical and functional design, bringing perspective across all architecture domains, including process, data, application, and technology.

• Balancing corporate strategies and client requirements in B2B frameworks.

• Experienced with data analysis and identifying metrics for KPIs as well as data-driven design decisions.

• Identified and delivered critically important missing features through customer and internal team interviews, improving retention and product satisfaction within a short timeframe SKILLS & EXPERTISE

• Product Management: Strategy Roadmaps, Agile, OKRs, PLG

• SaaS & Platform Strategy: Cloud, B2B, B2C, Subscription Models

• UX & Customer Experience: A/B Testing, User Research, Customer Feedback

• Data & Analytics: KPI Tracking, Competitive Analysis, Looker, Pendo

• Leadership & Collaboration: Cross-functional Team Management, Stakeholder Communication PROFESSIONAL EXPERIENCE

Principal Product Manager 2022 to Present

(Datasite, Minneapolis MN)

KEY ACHIEVEMENTS

Drive strategic change initiatives (including Agile process improvements, technology innovation, and team training/coaching) to enhance product support/service delivery for advisor- and client-facing products at, resulting in:

• Led 2 releases that ranked in Datasite’s 2024 Top 10 list (Deal Templates #7, Guided Setup #9)

• Developed a feature that ranked #1 in Datasite Cloud’s 2023 Top 10 list.

• 2023 People's Choice Datasite Innovation Jam 1st place winner – Gamification

• Implemented Datasite Cloud SaaS Admin Console for Admins to manage subscriptions.

• Designed and implemented a template-based platform solution, cutting time to value by 50%.

• First place: 2023 Innovation Jam People’s Choice Award

• Manage project portfolio spend of approximately $2M annually.

• Released Leading Datasite Cloud (SaaS) B2B platform capabilities of users, projects and subscriptions for our flagship product with revenue of $250M+ a leader in the Merger and Acquisition (M&A) virtual data rooms.

• Leading new product implementations increasing platform stickiness and increased usage of the core platform, increasing efficiencies for our end users (bankers, PE, attorneys, buyers, sellers).

• Drive the vision, strategy, roadmap, and execution for products on the Datasite client platform via PLG, contributing to 80% revenue of 1.5M engaged clients across 15,000 companies.

• Own the agile development of 10 cross-functional platform capabilities.

• Manage internal stake holder relationships, including delivering a reduction in 10% client calls to service.

• Led the creation of a management portal for our client Cloud contracts via SaaS principles personalized experience for our clients working with marketing, sales and customer discovery.

• Developed a platform registration experience for a new B2C offering, improving user acquisition and engagement.

• Manage backlog and product discovery through data analysis, customer research, and A/B testing

• Optimized transactional workflows and onboarding features, reducing project creation time by 50% and accelerating time to value.

• Implement highly visible, innovative new features and create product roadmaps aligning to OKRs for maximum financial increase and product adoption for 15,000+ companies.

• Collaborated cross-functionally with sales, service teams, marketing, and executives to align priorities and drive execution. Senior Technical Product Manager 2018 to 2022

(Ameriprise Financial Minneapolis, MN)

KEY ACHIEVEMENTS

o Led a team of 5 Technical Product Managers overseeing 15 advisor products, improving the brokerage experience for 10,000 financial advisors.

o 2022 Chairman’s Award nomination for driving a digital rate of return (ROR) project that grew ROR within the client site. o Increased product satisfaction by 7% and technology reliability by 10% in 2021, enhancing user retention and reducing service issues.

o Led the transition of 900 advisors to an upgraded portfolio manager platform. Technology Operations Manager 2015 to 2018

(Ameriprise Financial Minneapolis, MN)

KEY ACHIEVEMENTS

o Delivered 6-star customer support for release, incident, and problem management, enhancing enterprise-wide service reliability o Execution of 3 consecutive tech showcase events for the IT organization, which led to a CIO Platinum Award in 2017. o A 27% reduction in technical incidents in 2016 as well as a 79.5% increase in incident data quality in just 10 months. o Implemented a personal idea for a critical infrastructure change to Ameriprise’s contact center department; the “Meet-Me” telephony in-house conferencing tool that generated $17K+ in monthly savings for the company. High Severity Incident Manager - Contract (UnitedHealth Group, Minneapolis, MN) 2014 to 2015 Support Practice Manager (Microsoft, Fargo, ND) 2014 to 2014 High Severity Incident Manager - Contract (Target Corporation, Minneapolis, MN) 2013 to 2014 Technology Operations Manager (Ameriprise Financial, Minneapolis, MN) 2006 to 2012 EDUCATION

Bachelor of Science (BS) in Management • University of Phoenix, Phoenix, AZ International Business • North Dakota State University, Fargo, ND

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