Paul Newell

Experience

• 

  Booker Software

  Nov 2013 - Jan 2016

  − Utilized knowledge of HTML, CSS and JavaScript to resolve technical- and bug-related issues encountered by pre-escalated customers− Chosen to redesign Booker’s help center, including writing/editing 400+ hours of content to increase client-friendliness which resulted in 50% increase in client usage and 100% increase in onsite time per session− Worked extensively with the product and development teams to track down bugs and identify opportunities for vital product enhancements − Direct troubleshooting and negotiation with data, reporting, and product development departments− Took on expansive project to organize and update all existing support records, enabling executives to access previously unavailable reporting on the entire client base− Researched and organized an exhaustive list of client feature requests, issues, and possible solutions

  • Technical Case Manager

    Nov 2014 - Jan 2016

  • Client Success Specialist

    Nov 2013 - Nov 2014
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  Sailthru

  Jan 2016 - Sept 2018

  − Lead initiative promoting cross communication between the Client Services department and the Product team, working to identify highest impact feature requests and scope the potential benefits/implications− Head of bi-weekly grooming meeting with all Product Managers discussing and advocating for highest impact items in backlog and where/how they can/should fit into the roadmap− Spearheaded initiative to reinvent client-facing knowledge base, auditing and updating technical documentation, recreating layout for best user experience, creating style/content guides for broad team use− Manage ongoing technical projects and implementations with clients, ensuring new product adoption, ideal setup for client success and relationship management to keep Sailthru projects prioritized− Team with CSMs for semi-weekly client on-sites, working with executives, marketers and developers− Collaborate with implementation team to ensure effective setup for all clients, isolating inefficiencies and configuration oversights before they negatively impact clients− Work exclusively with highest value clients, i.e. those with an ACV of $250,000 or more− Partner directly with strategic account executives, including identifying more than five long-term large upsells since starting at Sailthru, and following up to ensure long term product adoption− Extensive reporting experience, internally to better optimize the support department and externally to help identify upsell opportunities or weak points in the platform Show less − Sole support team member chosen to pilot a pod team model, dedicated to increased collaboration with account managers, client support, account executives, and strategy and optimization, securing a 15% boost in NPS for pod specific clients− Worked directly with product and engineering teams to prioritize bugs and new features based on a nuanced understanding of client impact and severity− Took the highest percentage of high complexity tickets of any Sailthru representative (78%) and more than double the average expected percentage− 100% client satisfaction score on every single case taken− Partnered with product team to write client-facing communications during incidents or product releases− Regularly selected to help de-escalate already escalated clients, often taking over all communications with an account to help recover the relationship− Regularly wrote custom python/php scripts for tailored client solutions Show less

  • Select Support Engineer

    Jul 2017 - Sept 2018

  • Client Support Engineer

    Jan 2016 - Jun 2017
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  Unqork

  Jan 2018 - Jan 2022

  Managed the vision and realization of a system-wide role-based access control (RBAC) system.Led an initiative to extend authentication/SSO system to unblock multiple contracts and transitioned 100% of clientele, and thus 100% of their userbases, to the new system silently and without downtime.Onboarded 75% of new junior hires to the Product team.Worked through significant scaling hurdles to deliver a contract-winning feature in under 30 days that provided public, unauthenticated access to a certain Unqork application for over 2 million users during a one hour televised event on CBS (Play On) without compromising base system security. Show less Managed a portfolio of products that grew to make up over 70% of the total Unqork platform.Reworked the entirety of Unqork’s logic execution and debugging, propelling no-code API building from a small side feature, often making up less than 9% of an application, to an asset now making up 47% of any one application on average.Negotiated with senior leadership to deprecate a legacy permissioning system exposing the company and its clients to significant security and data loss risks, including reworking all deployed applications.Increased usage of Workflow, a new but underutilized process management tool, by over 500% in three months by identifying and implementing an opportunity to reposition it as a visual integration job builder.Devised a novel way to dynamically resolve complex chains of no-code imports, advocated for its prioritization, and ultimately saw a two-fold increase in (no-)code reusability and adoption by over 90% of users. Show less

  • Lead Product Manager

    Jan 2021 - Jan 2022

  • Senior Product Manager

    Jan 2020 - Jan 2021

  • Product Manager

    Jan 2018 - Jan 2020
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  Apple

  Jan 2022 - Jan 2023

  Senior Product Manager
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  Claris, an Apple company

  Jan 2022 - Jan 2023

  Senior Product Manager
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  Signifyd

  Jan 2023 - now

  Senior Product Manager