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ERIN DEVINE Product Leader 630.453.1782 simply.erin.devine@gmail.com linkedin.com/in/emenseerin/ SUMMARY Customer-obsessed Product Leader with a demonstrated ability to drive product process and initiatives using customer data. Experienced driving B2B, B2C, and D2C crossfunctional collaboration for successful product release, adoption, and retention. SKILLS Product Management Product Strategy Executive Communication Wireframing User Research People Management UX Design Customer Experience TECHNOLOGIES SQL • Figma • SEO • Adobe Creative Suite • Excel • EDUCATION BFA, Communications Design Syracuse University 2012
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RELEVANT EXPERIENCE Product Management Consultant Default.com – November 2022 - Present • Product Management Consultant supporting the founding team to nd PMF and support continuous, sustainable growth. Product Manager, Retention BetterHelp – April 2022 - September 2022 • Entered new team and built foundational operating rhythm with stakeholders, product strategy, roadmap, and metrics reporting process. • Increased internal tool speed by 2X and Customer Support team productivity 16%. • Maintained SLA despite 84% increase in tickets by streamlining agent work ows. • Built rst after-outage customer outreach tech and process saving the customer support team between 8 - 25 hours of tasks when an outage occurs. Senior Product Manager, New Customer Acquisition Prosper – December 2020 - April 2022 • Entered new team and built foundational operating rhythm with stakeholders, product strategy, roadmap, AB testing strategy, and metrics reporting process. • Grew MRR metric by 10% in our rst quarter with steady growth QoQ after. • Launched new partner channel that increased channel MRR by 21%. • Improved SEO ranking from 150+ to page 1 on our most competitive search term and built our SEO process and best practices. • Raised application rate 15%, streamlining authentication in partner channel. • Migrated core product experiences to new stack to 2X increase eng velocity. Head of Innovation | Product Manager, Innovation and Customer Experience Apollo – February 2020 - June 2020 • Led Apollo’s pivot, setting strategic vision and product managing MVP development. • Identi ed market opportunity with market research, interviewing 60+ prospects. • Validated product solutions with early adopter clients à la Running Lean. • Managed MVP wireframe and design process, collaborating with designer. • Championed company-wide initiative to be customer-driven by consolidating customer data into SFDC, ZenDesk, and Amplitude, where all teams use it for strategic quarterly / weekly sprint planning. Launched State of the Customer report. Senior Program Manager, Online Customer Success Apollo – June 2019 - February 2020 • Increased revenue retention rate from 41% to 74% in 1 quarter with new scalable CS processes, Costumer Success team, tutorial videos, and new knowledge base. • Hired and trained 2 new Customer Success Reps to manage 500 accounts each. • Developed new hire onboarding process, used for all new hires company-wide. • New knowledge base improved support ticket time to resolution from 3 to 1 hour.
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Associate Product Manager, Onboarding + Customer Experience Apollo – March 2018 - February 2019 • Increased engagement by 20% in 1 month post-launch by PM-ing in-app training. • Designed customer segmentation system to personalize onboarding by persona. • Designed rst customer health and adoption tracking system in Amplitude to SFDC.