Summary
Overview
Work History
Education
Websites
Certification
Languages
Timeline
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Josie Douyon

Avon,MA

Summary

Helping Companies Secure, Scale & Innovate with AI, Cloud & Cybersecurity Experience in Security Compliance, AI/Data Analytics, and Cloud SaaS, I specialize in leading cross-functional programs that drive innovation, security, and compliance in fast-paced environments. Security & Compliance: Expertise in SOC2, ISO27001, NIST, Zero Trust, and DevSecOps, ensuring companies stay ahead of regulatory and security challenges. Cloud & AI: Experience with Google Cloud, AWS, and AI-driven security solutions for compliance automation, risk reduction, and operational efficiency. Technical Program Management: Proven success in delivering high-impact projects across security, compliance, and SaaS, working with engineering, risk, and AI teams. Cross-Industry Impact: Background in tech, hospitality, and cybersecurity, bringing a unique ability to bridge technical and business needs in global organizations.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Customer Success Manager

SmartBear
11.2024 - Current
  • Customer Success & Retention: Own the end-to-end customer journey for enterprise SaaS & security clients, driving adoption, reducing churn by 22%, and increasing expansion revenue by 18% in the first 6 months
  • AI & Data-Driven Customer Health Analytics: Reviewed predictive churn models using AI-driven analytics, identifying at-risk accounts earlier, leading to a 30% improvement in proactive retention efforts and leading clients to renewal
  • Cross-Functional Leadership: Collaborate with engineering, product, and security teams to enhance integrations, reducing implementation time by 35% and increasing customer satisfaction scores
  • Managed strategic enterprise accounts, driving $3M+ in ARR growth through proactive success planning, contract expansions, and retention strategies
  • Rebuilt DEI Initiative: Rejuvenated SmartBear's diversity team from the dormant 'BOLD' program to the expansive 'REBOLDEN' initiative, expanding its impact beyond its original scope
  • Grew employee participation in DEI programs by 60%, launching new resource groups and inclusive events that improved company culture and earned executive recognition

Engineering Project Manager

SmartBear
03.2024 - 11.2024
  • Analyzed hiring & retention metrics for a 1,000+ employee workforce, providing data-driven insights to support executive decision-making
  • Developed reports on engineering project progress, tracking workforce trends, hiring efficiency, and retention patterns for leadership review
  • Collaborated with the CTO and SVP of Engineering, gaining exposure to high-level strategy by analyzing technical hiring needs, resource allocation, and project impact
  • Created executive dashboards and data visualizations to streamline reporting on hiring metrics, engineering capacity planning, and project success rates

Quality and Security Engineer

Tamr
Cambridge, United States
02.2023 - 03.2024
  • Gained direct exposure to executive-level decision-making by reporting security, compliance, and quality assurance insights to the Head of Quality Engineering
  • Conducted in-depth analytics and reporting on incident response, vulnerability assessments, and security compliance, helping refine strategic decisions for SOC2 audits and cloud security measures
  • Led cross-functional data reporting efforts, tracking key performance metrics for cloud product validation, feature maturity, and engineering quality assurance
  • Supported engineering teams with SIEM data analysis, streamlining risk assessments and security audit reports
  • Developed structured reports that informed leadership on compliance risks, security trends, and product performance across Tamr's cloud infrastructure

Senior Engineering Project Manager

Tamr
Cambridge, United States
08.2022 - 02.2023
  • Promoted From Project Manager to Senior Engineering Manager
  • Partnered with leadership and engineering teams to assess hiring impact, workforce planning, and strategic execution of engineering initiatives
  • Designed and maintained dashboards tracking vendor risk assessments, workforce analytics, and compliance milestones, ensuring visibility into operational effectiveness
  • Produced high-level reports for executive leadership, translating engineering KPIs, security posture metrics, and compliance readiness into actionable insights
  • Collaborated with sales and legal teams to evaluate security questionnaires, vendor contracts, and compliance documentation supporting global enterprise clients

Project Manager

Tamr
Cambridge, United States
03.2022 - 08.2022
  • Led and completed SOC2 compliance projects three times, ensuring regulatory adherence and operational efficiency
  • Developed detailed reports and dashboards tracking compliance progress, risk assessments, and vendor security reviews for executive leadership
  • Analyzed and optimized Dun & Bradstreet tracking data, improving customer account planning and strategic decision-making
  • Managed cross-functional collaboration with sales, legal, and executive teams to refine Statement of Work (SOW) scope and drive contract compliance
  • Orchestrated the annual review of internal policies, coordinating across 100+ employees to ensure up-to-date compliance and risk mitigation
  • Led NIST certification efforts, implementing a new project management platform that streamlined compliance processes and reduced audit costs by $20K over two years
  • Designed and automated evidence-gathering workflows in Hyperproof, managing 250+ security controls to enhance audit readiness
  • Provided cost analysis on engineering and cloud development, supporting budget allocation and strategic decision-making for leadership

Director of Sales and Marketing (B2B Account management)

Hilton Worldwide
Boston, United States
05.2019 - 05.2022
  • Led B2B sales and marketing strategy, managing high-value enterprise accounts and driving consistent revenue growth across corporate, group, and transient segments
  • Served as Interim Director & General Manager (Aug 2019 - Jan 2020), leading operational and financial oversight while completing Hilton's GM training program
  • Drove revenue growth by implementing data-driven sales strategies, achieving a 21% QoQ increase in performance metrics and securing the #1 STR RevPAR ranking for 2+ months
  • Optimized market positioning through competitive analysis and strategic business intelligence, shifting corporate group sales from competitors to Hilton properties
  • Developed and executed marketing strategy, overseeing a 15-member team to implement multi-channel B2B campaigns, driving lead generation and account engagement
  • Managed incident response protocols, ensuring a rapid and effective crisis management strategy for guest safety, reputation management, and business continuity
  • Led financial planning and forecasting, analyzing occupancy trends, ADR (Average Daily Rate), and event-driven revenue opportunities to maximize profitability
  • Implemented CRM and sales enablement tools, streamlining customer lifecycle management, account tracking, and performance analytics to drive high-value contract renewals
  • Recruited, trained, and mentored high-performing teams, focusing on sales optimization, customer experience, and revenue expansion strategies
  • Event Strategy & Operations: Led corporate event strategy for internal engagements and industry meet-ups, bridging hospitality and tech
  • Organized company-wide conferences and cultural celebrations (e.g., heritage month events), ensuring inclusive experiences for a global workforce of 1,200+

Senior Corporate Group Sales Manager

InterContinental Hotels Group (IHG)
Greater Boston Area
08.2018 - 05.2019
  • Managed a multi-million-dollar portfolio of corporate accounts, driving a 25% increase in client spending through strategic account management and upsell initiatives
  • Led data-driven sales forecasting and market analysis, identifying growth opportunities that increased revenue by 20% YoY and consistently exceeding sales targets by 15%
  • Developed and optimized CRM workflows, ensuring seamless customer lifecycle management, lead tracking, and contract renewals
  • Operational Improvements: Implemented standardized event planning processes and templates, improving planning efficiency by 30%
  • Mentored a committee of 10 employee volunteers and junior staff, fostering a passionate team committed to excellence in event execution and inclusive practices
  • Designed and executed tailored sales strategies, leveraging market insights to enhance competitiveness, increase client retention, and expand market share
  • Facilitated high-value contract negotiations, ensuring alignment between corporate travel needs and IHG's premium offerings
  • Partnered cross-functionally with security, operations, and finance teams to mitigate risk, enhance guest experience, and refine incident response strategies for corporate clients
  • Implemented proactive risk and incident response protocols, leading rapid issue resolution and ensuring high customer satisfaction

Corporate Group and Business Travel Sales Manager

InterContinental Hotels Group (IHG)
Greater Boston Area
04.2016 - 08.2018
  • Managed a multi-million-dollar portfolio of corporate accounts, leveraging data-driven insights to increase client spending by 25% and drive consistent YoY revenue growth
  • Developed executive-level sales reports, identifying market trends, forecasting revenue potential, and analyzing customer retention metrics to inform strategic decisions
  • Led competitive market analysis, refining pricing models and enhancing IHG's corporate travel offerings, resulting in a 20% increase in revenue and 15%+ sales target overachievement
  • Optimized CRM workflows, streamlining customer lifecycle management, contract renewals, and upsell strategies, improving client engagement and satisfaction
  • Negotiated and closed high-value corporate contracts, aligning IHG's offerings with business travel and event needs to maximize account expansion opportunities
  • Collaborated with finance, security, and operations teams, ensuring contract compliance, risk mitigation, and seamless corporate travel management
  • Implemented structured incident response protocols, ensuring rapid resolution of guest issues, operational disruptions, and security concerns, enhancing overall client experience

Director of Sales and Marketing

InterContinental Hotels Group (IHG)
Greater Boston Area
05.2015 - 04.2016
  • Developed and executed strategic sales and marketing plans, driving revenue growth and market expansion through data-driven customer acquisition and retention strategies
  • Led cross-functional collaboration with sales, finance, and operations teams to align business objectives, optimize pricing models, and enhance customer engagement
  • Managed B2B and corporate partnerships, implementing targeted incentive programs and direct outreach campaigns to maximize contract renewals and new business acquisition
  • Designed and refined sales forecasting models, improving demand planning, account targeting, and market positioning to optimize occupancy and revenue streams
  • Trained and coached sales teams, setting monthly performance benchmarks, refining CRM adoption, and enhancing client relationship management processes
  • Developed executive reports and dashboards, providing key revenue insights and customer analytics to senior leadership for strategic decision-making
  • Spearheaded direct corporate sales initiatives, securing high-value accounts and long-term contracts that strengthened the brand's competitive position

Dual Hotels Sales Coordinator

Wyndham & Choice Hotels
Greater Boston Area
10.2014 - 08.2015
  • Managed cross-property operations, coordinating customer service teams across two hotel brands to ensure high service standards and operational efficiency
  • Collaborated with marketing & sales teams, driving B2B client engagement, corporate event bookings, and revenue growth strategies
  • Led event sales & coordination, overseeing end-to-end planning of corporate meetings, conferences, and private events, ensuring seamless execution and customer satisfaction
  • Optimized CRM utilization, streamlining guest interactions, sales tracking, and lead management to enhance client retention and revenue potential
  • Negotiated and closed high-value group sales contracts, working with corporate clients, event planners, and vendors to maximize occupancy and profitability
  • Developed strong client relationships, ensuring exceptional event experiences and repeat business through tailored service solutions

Falcon Hospitality-Lead Auditor

Sheraton
11.2012 - 10.2014
  • Promoted from Hilton Garden Inn to Sheraton, recognizing strong performance in customer service, operational efficiency, and revenue optimization
  • Leveraged technology expertise by mastering Lightspeed and Galaxy hotel management systems, streamlining guest check-ins, reservations, and payment processing
  • Provided high-touch guest services, ensuring seamless room assignments, issue resolution, and customer satisfaction while maintaining compliance with hotel policies and brand standards
  • Implemented revenue optimization techniques, utilizing upselling strategies and suggestive selling to increase average daily revenue and occupancy rates
  • Conducted financial auditing and reporting, overseeing daily reconciliation of charges, adjustments, and tax compliance to maintain accurate accounting records
  • Collaborated with cross-functional teams, including housekeeping, sales, and operations, to enhance guest experiences and drive overall property success

Auditor

Clarion Hotel Cork
02.2010 - 03.2013
  • Managed front desk and accounting operations, overseeing large-scale credit card transactions, check processing, and daily financial reconciliation
  • Prepared financial reports and journal entries, ensuring accurate revenue tracking, statistical reporting, and compliance with auditing standards
  • Maintained high-level customer service, acting as the primary point of contact for guests, vendors, and corporate accounts, ensuring smooth financial operations
  • Optimized financial workflows, identifying discrepancies, improving reporting accuracy, and streamlining audit processes to enhance operational efficiency
  • Demonstrated leadership and attention to detail, earning promotion based on performance and reliability in financial auditing and operations

Security & Surveillance Officer

Armata Security
  • Secured high-traffic business properties, overseeing surveillance monitoring, incident response, and access control enforcement
  • Managed incident reporting and security documentation, ensuring compliance with safety protocols and law enforcement coordination
  • Conducted risk assessments and patrol oversight, reducing security vulnerabilities and enhancing on-site personnel safety
  • Developed and executed security protocols, improving incident resolution efficiency and crisis management

Education

Business Administration and Management - Logistics and Management, Business Administration and Management, General

Southern New Hampshire University

Bachelor's Degree - Hospitality Administration/Management

University of Massachusetts, Amherst

Associate of Science - General Studies

Southern New Hampshire University

High School Diploma -

Cathedral High School
Boston, MA

Certification

  • Move into a Customer Success Career
  • Writing Customer Service Emails
  • Growth Marketing Foundations
  • How Tech Drives Sustainability
  • Business Fundamentals for Customer Success Managers

Languages

  • French, Professional Working
  • Haitian Creole, Native or Bilingual
  • English, Native or Bilingual

Timeline

Customer Success Manager

SmartBear
11.2024 - Current

Engineering Project Manager

SmartBear
03.2024 - 11.2024

Quality and Security Engineer

Tamr
02.2023 - 03.2024

Senior Engineering Project Manager

Tamr
08.2022 - 02.2023

Project Manager

Tamr
03.2022 - 08.2022

Director of Sales and Marketing (B2B Account management)

Hilton Worldwide
05.2019 - 05.2022

Senior Corporate Group Sales Manager

InterContinental Hotels Group (IHG)
08.2018 - 05.2019

Corporate Group and Business Travel Sales Manager

InterContinental Hotels Group (IHG)
04.2016 - 08.2018

Director of Sales and Marketing

InterContinental Hotels Group (IHG)
05.2015 - 04.2016

Dual Hotels Sales Coordinator

Wyndham & Choice Hotels
10.2014 - 08.2015

Falcon Hospitality-Lead Auditor

Sheraton
11.2012 - 10.2014

Auditor

Clarion Hotel Cork
02.2010 - 03.2013

Security & Surveillance Officer

Armata Security

Business Administration and Management - Logistics and Management, Business Administration and Management, General

Southern New Hampshire University

Bachelor's Degree - Hospitality Administration/Management

University of Massachusetts, Amherst

Associate of Science - General Studies

Southern New Hampshire University

High School Diploma -

Cathedral High School

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Josie Douyon