Summary
Overview
Work History
Education
Skills
Timeline
Certification
BusinessAnalyst

Eric Skahill

San Francisco,CA

Summary

Versatile and data-driven product professional with extensive experience in optimizing product lifecycles, enhancing customer engagement, and driving operational efficiency across SaaS platforms and digital marketplaces. Adept at leading cross-functional teams, managing product feedback loops, and implementing strategic initiatives to improve product performance and customer satisfaction. Passionate about aligning product strategies with business objectives to deliver impactful results.

Overview

8
8
years of professional experience
4
4

Certifications

Work History

Operational Consultant

Freelance
01.2020 - Current
  • Provided strategic operational consulting for SaaS and digital marketplace clients, focusing on optimizing marketplace operations and enhancing customer engagement
  • Leveraged data analytics and process documentation to drive business decisions and improve operational efficiency
  • Guided clients through the implementation of best practices in product feedback loops, customer journey mapping, and operational process improvements

Senior Tutoring Program Manager

Remind, Inc
08.2021 - 01.2024
  • Scaled Direct-to-Consumer Tutoring Marketplace by more than 10x and launched Business-to-Business Tutoring Marketplace
  • Increased customer Lifetime Value (LTV) by 33% and purchase conversion by 14%
  • Led cross-functional teams (Product, Data, Marketing, Operations, Design) to develop and optimize processes for supply quality, customer feedback, and utilization, achieving customer satisfaction scores above 4.9/5
  • Launched and managed product feedback loops, including webinars, newsletters, and dedicated communication channels, resulting in a 400% improvement in tutor retention
  • Integrated Learning Management System (LMS) tools, reducing contractor onboarding time by 30% and increasing supply qualification by 15%

Customer Success Operations Manager

Blink Health
08.2020 - 08.2021
  • Created a Voice of the Customer initiative, driving product prioritization and strategic decision-making based on customer feedback
  • Implemented quality control and outreach initiatives, resulting in a 5% month-over-month increase in new-to-brand script volume, including a 500% increase in script volume from a single Partner Manufacturer
  • Developed Salesforce dashboards, automated workflows, and analytics reporting

Customer Support Operations Manager

Phil, Inc
10.2018 - 04.2020
  • Managed the product-operational roadmap for internal tooling, reducing customer contact rates by 50% and maintaining CSAT above 90% and NPS above 75
  • Built and maintained operational dashboards and automations, increasing service representative efficiency by over 35%

Marketplace Manager

Pared
05.2016 - 10.2018
  • Improved gross margin from 14% to 24%
  • Improved contractor utilization by 15% through creation and implementation of offer prioritization algorithms
  • Developed health scoring for contractors and customers
  • Improved contractor engagement by 33% and customer retention by 10%
  • Developed and refined standard operating procedures for recovery and issue prevention

Education

Bachelor of Arts - Psychology

University of California - Los Angeles
Los Angeles, CA

Doctoral Student - Clinical Forensic Psychology

The Chicago School of Professional Psychology
Chicago, IL

Skills

  • Product Feedback Loops & Voice of the Customer
  • Cross-Functional Team Leadership
  • Data Analytics & Business Intelligence (Looker, SQL)
  • Product Lifecycle Management
  • Agile & Lean Methodologies
  • Customer Engagement & Retention
  • Process Optimization & Documentation
  • Project Management & Strategic Thinking
  • SaaS & Digital Marketplace Operations
  • CRM & Customer Support Tools (Salesforce, Zendesk)

Timeline

Senior Tutoring Program Manager

Remind, Inc
08.2021 - 01.2024

Customer Success Operations Manager

Blink Health
08.2020 - 08.2021

Operational Consultant

Freelance
01.2020 - Current

Customer Support Operations Manager

Phil, Inc
10.2018 - 04.2020

Marketplace Manager

Pared
05.2016 - 10.2018

Bachelor of Arts - Psychology

University of California - Los Angeles

Doctoral Student - Clinical Forensic Psychology

The Chicago School of Professional Psychology

Certification

  • Lean Six Sigma- Green Belt
  • Pragmatic PMC-I
  • Certified Scrum Product Owner (CSPO)
  • Google Analytics

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Eric Skahill