Nelson Ventura

Experience

• 

  FieldEdge by Xplor

  Jan 2015 - Jan 2019

  Create Jira tickets for critical bugs and workflow deficiencies reported by customers to the Product teams for roadmap prioritization. Some resulted in features and/or hot fixes depending on severity of the issue. Responsible for customer success, adoption, retention, and overall satisfaction. Report severe customer issues to Product and Escalations as needed. Tier 1 then promoted to Tier II tech support for ESC software. Inbound and outbound support calls, inbound chat support and resolution. Later migrated to Support for FieldEdge SaaS product.

  • Escalation Specialist

    Jan 2018 - Jan 2019

  • Customer Success Manager

    Jan 2017 - Jan 2018

  • Technical Support Specialist

    Jan 2015 - Jan 2017
• 

  FieldEdge

  Aug 2019 - now

  Responsible for product discovery through Customer interviews, surveys, and visits. Create Product Briefs detailing customer problems andworking with UI/UX and Engineering to create possible solutions. Working and maintaining “Go to Market Plan” with multiple departments including Marketing, Customer Success, Support, Contentand others. Measuring success from customers utilizing tools such as Gainsight, Optimal Workshop, and in-app messaging. Overseeing different development teams throughout sprints, running daily and weekly standups to ensure everyone is on task and there are no blockers with any deliverables. Show less

  • Product Manager

    Jan 2020 - now

  • Business Analyst

    Aug 2019 - Jan 2020