Amie Burgess
Product Manager
Taylors,SC
Summary
Motivated professional with extensive experience in product management and development. Possesses unmatched leadership and strategy skills to maximize customer satisfaction and company revenue. Expertise in product management, analytical thinking and user experience.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work History
Product Manager
Empyrean
09.2022 - Current
- Serving as Product Manager for Benefit Decision Support tools offered by Empyrean.
- Analyzed competitive landscapes to identify market opportunities, informing strategic business decisions.
- Continuously monitored customer feedback channels after launch to gather insightful data for future iterations or updates.
- Enhanced user experience, resulting in increased customer satisfaction and retention rates.
- Obtained product market share by working with sales leadership to assist in development of product sales / go-to-market strategies.
- Recommended nature and scope of present and future product offerings by reviewing product specifications and requirements, appraising new product ideas and/or product enhancements
- Collaborated with sales teams to develop effective training materials that drove increased product knowledge among staff members, resulting in higher close rates.
- Led creation of business cases for investment consideration and increased revenue options.
- Created new technical and internal training documentation for entire company on decision support.
Product Designer
Michelin North America Headquarters
09.2017 - 09.2022
- Lead efforts to redefine North American Michelin user experience on multiple SaaS applications, across multiple departments.
- Delivered engaging presentations to stakeholders, showcasing design concepts and their potential impact on business growth.
- Working to define user experiences, with mock-ups, prototypes and Agile details in forms of epics and business cases.
- Streamlined design process for better efficiency by creating reusable style guides and UI components.
- Conducted user research & workshops to determine the highest priority needs and requests with system users.
- Lead group of 15 leaders across Michelin to redefine how Michelin users interact and conduct business with Michelin.
- Worked with more than six Agile teams to establish design session workshops.
- Trained Product Owners and Business Analysts on Design Thinking and how to apply it to software development.
Senior Product Owner
Michelin North America Headquarters
09.2017 - 01.2022
- Served as primary product owner on multiple new Michelin Software as a Service (SaaS) projects for all of North America.
- Developed detailed product roadmaps, providing clear direction for development team and stakeholders.
- Created and maintained comprehensive product documentation, ensuring all team members had access to up-to-date information on project requirements, features, and specifications.
- Fostered innovation within team through brainstorming sessions and collaborative problem-solving exercises.
- Hosted consulting workshops with internal and external users to identify and document business processes, to identify gaps and problems in the tire industry.
- Worked with internal departments to prioritize all large industry needs and customer specific requests for Michelin Services and Solutions in SaaS format
- Served as the User Experience expert for all Michelin Services SaaS application offerings.
- Revamped business analysis processes used for engagement with customers to show value and ROI of Michelin Services.
Associate Product Manager
BENEFITFOCUS
06.2013 - 08.2017
- Conducted Community of User sessions quarterly with clients.
- Implemented agile methodologies to improve project management efficiency and team collaboration.
- Used Agile methodologies to understand the client needs in depth and apply user feedback and requests directly to the product backlogs and priorities.
- Streamlined the product lifecycle management process for efficient product launches and updates.
- Defined the features and acceptance criteria for three platforms for sixteen quarterly releases.
- Created clear and concise use cases, wireframes, workflows, and journey maps on time for every quarterly release.
- Responsible for training documentation for each release, internal and external facing
- Designed and implemented five online Individual Healthcare Marketplaces, serving as the primary contact for our customer(s)
- Ensured all new and changing government regulations were met in the ACA Reporting platform for two years, over eight releases.
- Successfully released sixteen software releases for two platforms.
Director of Customer Support
TOPTIX USA
08.2012 - 05.2013
- Established a support team and managed customer relationships during the transition of support ownership for over 200 clients from a partner company
- Managed client accounts with monthly calls and emails, collaboratively led task forces across two companies to resolve software issues, directly solicited and tracked client feedback and suggestions.
- Lead the early adopter phase for new SaaS offering.
- Developed comprehensive training programs for support staff to ensure high-quality service delivery and continuous improvement.
- Worked directly with the development team in Israel to convey US business needs for new fundraising development, implement fixes, test new functionality and resolve client issues.
- Streamlined internal knowledge management systems to provide rapid access to relevant information for both customers and support staff.
- Acted as a customer advocate within the organization, driving improvements in processes and product offerings based on direct feedback from clientele and support team insights.
- Fostered strong relationships with key stakeholders within the company, including product development, sales, and marketing teams, to enhance collaboration on initiatives that impact customer experience.
Arts and Cultural Support Team Manager
BLACKBAUD, INC.
08.2011 - 08.2012
- Managed a team of ten technical analysts who were the support analysts for our clients.
- Responsible for providing bi-weekly, monthly, quarterly, and annual team statistical analysis.
- Responsible for gathering client suggestions to increase client satisfaction and improve our performance with development.
- Created and managed cross-department teams with management from Sales, Development, and Services to coordinate knowledge and priorities for future product development.
- Provided coaching sessions for individual team members, addressing skill gaps and bolstering overall competence level of the group.
- Mentored junior staff members in technical troubleshooting techniques, enabling them to resolve complex issues more effectively.
- Improved client satisfaction score by 45% from August 2011 to December 2011.
- Led a client relations campaign and proactively contacted a group of over 50 clients which resulted in over $550,000 in maintenance contract renewals.
Program Manager for Arts & Cultural Solutions
BLACKBAUD, INC.
06.2010 - 08.2011
- Promoted to serve as the liaison between Blackbaud and the software development partner located in Israel for all departments internally.
- Assisted in managing the new SaaS offering through usability testing, client on-site testing and marketing campaigns.
- Involved in rolling out Agile Methodology to the development team.
- Coordinated quality assurance analysts and developers to set testing plans and to prioritize new development and fixes based on client needs.
- Created reports and presented twice a month tostakeholders on product roadmap progress and successes.
- Compiled direct client feedback with clients in user groups and online forums which resulted in six new reports and five process changes for our clients.
- Recruited and managed the early adopter program with eight high profile organizations to test and implement three large functionality improvements.
- Responsible for receiving all client suggestions, prioritizing the suggestions and communicating back to our entire client base on the plans for these changes.
Arts and Cultural Solution Consultant
BLACKBAUD, INC.
06.2008 - 06.2010
- Recruited to serve as a technical product expert on the sales team for the fundraising CRM and ticketing solutions (SaaS solutions for Non-profits).
- Primary responsibilities were to ensure we demonstrated how the software would resolve prospective client’s business.
- Advocated for the client during the sales process by diving deep into their goals and operational processes.
- Responsible for providing on-site and remote technical product demonstrations and answering all technical functionality related questions during the sales process, including RFP responses.
- Coordinated a department wide project to present Return on Investment strategies to executive level prospects.
- Established and maintained relationships with prospects and existing clients to serve as their advocate to their sales account manager.
- Successfully assisted in building relationships with over 25 prospects which resulted in an annual maintenance value of over $1.2 million dollars.
- Developed monthly client web seminars to educate our clients on new offerings or tips on how to use existing software.
Raiser’s Edge Senior Support Specialist
BLACKBAUD, INC.
05.2005 - 06.2008
- Supported Blackbaud’s Arts & Cultural clients through phone and email support on the fundraising, CRM, ticketing and analytical SaaS services.
- Maintained and updated our external knowledge base to ensure knowledge exchange for future reference.
- Accomplished above goal statistics consistently through all three years on the phone.
- Promoted to handle client escalations and cover manager duties for the team in absence of manager.
- Trained on SQL, Microsoft Windows Networking, database management, VMWare, html and various other Microsoft programs.
- Promoted to serve as a point of contact for eight high profile organizations and was responsible for monthly calls and was their sole contact in Support for resolving any and all issues.
- Facilitated user groups all over the country, attended professional conferences and visited client sites to enhance client relationships and an understanding of critical business operations.
Education
Bachelor of Science - Public Relations
Northern Michigan University
Marquette, MI 08.2001 - 05.2005
Skills
Product Vision and Strategy
Research and trend analysis
Competitive Analysis
Agile Software Development
Stakeholder Alignment
Product Roadmaps
Product Lifecycle Management
Design thinking
Improvement Metrics Measurement
User Feedback Collection
Applications
- JIRA
- Confluence
- LucidChart
- Miro
- UXPin
- Sketch
- Rally
- SalesForce
- Slack
- Azure
- AWS
- Microsoft Teams
- Office applications
Timeline
Product Manager
Empyrean
09.2022 - Current
Product Designer
Michelin North America Headquarters
09.2017 - 09.2022
Senior Product Owner
Michelin North America Headquarters
09.2017 - 01.2022
Associate Product Manager
BENEFITFOCUS
06.2013 - 08.2017
Director of Customer Support
TOPTIX USA
08.2012 - 05.2013
Arts and Cultural Support Team Manager
BLACKBAUD, INC.
08.2011 - 08.2012
Program Manager for Arts & Cultural Solutions
BLACKBAUD, INC.
06.2010 - 08.2011
Arts and Cultural Solution Consultant
BLACKBAUD, INC.
06.2008 - 06.2010
Raiser’s Edge Senior Support Specialist
BLACKBAUD, INC.
05.2005 - 06.2008
Bachelor of Science - Public Relations
Northern Michigan University
08.2001 - 05.2005