Josh Jones
Jefferson,GA
Summary
Driven and motivated product manager with 6 years of SAAS startup experience placing an emphasis on customer centric problem solving and developing data driven solutions to ambiguous customer problems. Communicative leader with a sharp focus on developing stakeholder relationships and embracing transparency throughout the product life cycle.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Associate Product Manager
CallRail
09.2020 - Current
- Analyzed user behavior data to identify patterns that informed future feature developments or enhancements.
- Using Scrum framework, ideated on, wrote product requirements for, and triaged new features through product development cycle.
- As sole product manager focused on this issue had autonomy over product roadmap and oversaw significant reduction in risk to company and consumers.
- Orchestrated 70% increase in automated fraud detection upon trial creation.
Customer Advocate
CallRail
06.2019 - 08.2020
- Created new department focused on filling gaps in customer experience resulting in reduced churn, increased customer satisfaction, and increased overall revenue
- Worked directly with customers to gather feedback and triage to respective product teams
- Partnered with large customers to increase revenue across 20 accounts by 820% over 12 months
- Assisted premium customers in better understanding, utilization, and leveraging of platform resulting in growth of their respective businesses
Customer Support Specialist
CallRail
05.2017 - 06.2019
- Consistently exceeded performance expectations
- Managed multiple priorities in fast paced environment
- Developed product knowledge and identified customer pain points to be triaged to product teams for solution
Support Specialist/Special Projects Specialist
AT&T Digital Life
01.2013 - 01.2017
- Promoted to Special Projects team focused on integrating new solutions and products into monitoring solution
- Provided product requirements and worked with engineering team to ensure that output would meet market requirements
Skills
- Product Backlog Management
- User Story Creation
- Design thinking
- Data-driven decision-making
- Scrum Methodology
- Product Strategy
- Product Lifecycle Management
- Product Roadmaps
- Agile Software Development
- Stakeholder Relations
Websites
Accomplishments
- Consistently sought after to create structure around ambiguous problems
- Researched and developed a company strategy for churn reduction
- Advised and established key metrics for customer implementation
Certification
- ACSPO, 2023
- Six Sigma Green Belt, Expired
- Pendo Product-Led Certification, 2022
Awards
- Innovation Award, I won an award at AT&T for a recommendation I made for an adjustment to our HR web portal.
- Ringo Award, At CallRail I was part of a team nominated for an internal award for our contributions to our fraud prevention strategies. Nominations are selected by a panel of managers and the C suite.
Timeline
Associate Product Manager
CallRail
09.2020 - Current
Customer Advocate
CallRail
06.2019 - 08.2020
Customer Support Specialist
CallRail
05.2017 - 06.2019
Support Specialist/Special Projects Specialist
AT&T Digital Life
01.2013 - 01.2017
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