Luke Stitzinger

Experience

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  MarCor Purification

  Jun 2013 - Jul 2015

  Validate, track, and report on service status for medical device recalls.Piloted and managed Microsoft Surface roll-out for worldwide service org. Helping transition new aqusitions into a central database.

  • Customer Service Administrator

    Jun 2013 - Jul 2015

  • transition specialist

    Jun 2013 - Jun 2013
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  Seraphim Software

  Jul 2015 - Jan 2018

  Implemented SCRUM process with Trello.Built, and rolled out Azure-based Citrix-gated RDP solution.Transitioned solution, culture, & codebase through acquisition. Self-taught SQL. Became adept enough that engineers asked me to write queries for them.Self-taught SME for solution, for both customer support escalations and technical sales demos.Flew out to customers in a moment’s notice when problems escalated that required both a technical and relationship solution.

  • Director of Software Quality Assurance

    Aug 2017 - Jan 2018

  • Customer Success Manager

    Jul 2015 - Aug 2017
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  Blackbaud

  Jan 2018 - May 2021

  Product Manager

  Stewarded Blackbaud Church Management solution from incubation, to EAP, to MVP, to increased TAM through rapid iteration and focused OKRs.Shepherded volunteer solution from a CES score of 2.1 to 4 (out of 5), increased customer engagement from 0% to over 46%, and an NPS score of 8 (out of 10) in one year.Coached fellow PMs on best practices, the art of discovery, OKRs, and agile iteration.Self-taught SME on the extremely complex Raisers Edge CRM.Gracefully shepherded two solutions to end of life.Led 5 international scrum teams and coordinated across a large engineering org to achieve our solution’s increased TAM and delightful solving of our customer's core problems Show less

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  Ramsey Solutions

  May 2021 - Oct 2024

  Digital Product Manager

  ● Built a customer-service answer bot that outperformed Zendesk’s OpenAI model by 45.79%, which resulted in a projected $2M in annual savings● Led a comprehensive re-write of Ramsey Solutions’ global software product subscription service and executed two language rewrites (JavaScript to React) (Native to Xamarin)● Improved the marketing funnel conversion rate from 1.66% to 12% in 3 months, resulting in $2.3M additional revenue.● Increased video course completion rates by 112% (21% - 44.52%) in 6 months, which achieved an increased retention rate of 45% - 51% and $388k additional annual revenue● Created a predictive budgetary forecast system with historical data, resulting in greater stakeholder alignment. Show less

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  Fufild

  Oct 2024 - now

  Manager, Product & Data Strategy

  Improved team flow rate from sub-50% to over 80% through workflow optimization and process enhancements.Developed and implemented company-wide OKRs and KPIs, fostering alignment and data-driven decision-making.Expanded marketplace by cultivating and securing multiple strategic partner and provider relationships.Increased Serviceable Addressable Market (SAM) and Serviceable Obtainable Market (SOM) by actively listening to and addressing customer needs.Defined technical Acceptance Criteria (AC) and created design specifications, bridging the gap between product vision and technical implementation.Implemented data-driven sales and marketing processes while successfully scaling the development team from 4 to 6, while maintaining high throughput, resulting in increased efficiency and cost savings. Show less