Summary
Overview
Work History
Education
Skills
Affiliations
Certification
Timeline
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Rachel Ferguson

Rachel Ferguson

Bellingham,MA

Summary

Results-oriented executive with a proven track record of driving innovation, product development, and market expansion. Exceptional customer focus and keen ability to identify emerging trends, analyze market dynamics, and align product strategies accordingly. Leverages cross-functional personnel, technology and relationships to improve customer experiences and contribute to success and growth.

Overview

20
20
years of professional experience
3
3
Certificate

Work History

Vice President of Customer Success

Caliber Public Safety
01.2023 - Current
  • Full ownership of financial forecasting and profit and loss management to maintain and grow company's 18 million in recurring net revenue and more than 800 customer agencies.
  • Responsible for maintaining and developing client relationships and identifying risk and growth opportunities.
  • Liaise with leadership team to support strategic opportunities and align cross-functional resources with delivery.
  • Spearheaded successful implementation of "trend tracking" process in customer support department, significantly enhancing data-driven decision-making capabilities. This approach has led to improved alignment of CS team's efforts with customer needs, resulting in productivity and customer satisfaction improvements.
  • Introduced and executed "First Call Resolution" strategy within department, resulting in 5% reduction of ticket handoffs in first month of implementation.
  • Lead team of 27 client service professionals, fostering culture of excellence and achieving client satisfaction rate of 97%.
  • Cultivate culture of continuous improvement and innovation to improve efficiency and drive results.

Director of Product Management

Caliber Public Safety
01.2022 - 01.2023
  • Responsible for developing and executing product strategy aligned with business unit goals and objectives.
  • Created and maintained product roadmaps for Computer-Aided Dispatch and Mobile solutions, outlining product direction and prioritizing key features and enhancements.
  • Established and effectively managed Caliber Customer Advisory Board, comprising key customers, to align product development initiatives with customer requirements, enhance customer loyalty, and contribute to marketing messaging.
  • Introduced "Caliber Concepts" idea portal (Aha!) to facilitate customer idea tracking, increase visibility with executive team, and align product roadmap with customer feedback. In its inaugural year, more than 80 improvements were implemented based on customer suggestions.
  • Orchestrated rollout of multiple significant product updates to market, coordinating cross-functional teams, establishing clear objectives, and ensuring seamless deployment to our customer base.
  • Conducted thorough market research to identify customer needs, market trends, and competitive landscape.
  • Contributed to revenue growth by identifying key industry partners to increase value-added and upsell opportunities and working to gain customer funding for several enhancements and new integrations totaling over 500k
  • Cultivated and nurtured strategic partnerships with third-party vendors, leading to successful sponsorships of Caliber Customer User Group, strengthening our product ecosystem, expanding brand presence, and increasing customer engagement.

Product Manager

Caliber Public Safety
01.2015 - 01.2022
  • Documented user stories, specifications, and product features into detailed work order to communicate across teams and build mandatory requirements.
  • Implemented triage process for CAD and Mobile solutions to improve cross-team collaboration and reduce turnaround time for issues requiring engineering assistance.
  • Vigilantly monitored federal and state mandates concerning security and message format standards (e.g., NIEM, Justice XML) to ensure our software solutions remained compliant.
  • Prioritized and facilitated integration of necessary compliance-related changes into product release cycles, guaranteeing software consistently met regulatory requirements and standards.
  • Communicated effectively with team members to deliver updates on project milestones and deadlines.
  • Developed product documentation to communicate upcoming features and products to internal teams.
  • Reviewed sales, customer concerns, and new opportunities to drive business strategy at weekly planning sessions.

Sr. Software Engineer

Caliber Public Safety
04.2004 - 03.2015
  • Worked with software development and testing team members to design and develop robust solutions to meet client requirements for functionality, scalability, and performance.
  • Mentored junior team members and served as primary point of contact for project management and training staff.
  • Integrated third-party Computer-Aided Dispatch solutions with Caliber Mobile suite of products.
  • Migrated legacy code to HTML5 and jQuery
  • Wrote stored procedures and triggers in SQL/MSDE databases.
  • Developed, modified, and maintained over 100 crystal reports and provided technical support for in-house staff along with 20+ client sites.

Education

Business Administration

Northeastern University
Boston, MA
09.1998 - 05.2000

Skills

  • Excellent written and verbal communication skills
  • Ability to identify and influence stakeholders
  • Empathetic leadership
  • Core Values Management
  • New Business Opportunities
  • Strategic Vision
  • Excellent Attention to Detail
  • Staff Development
  • Customer Needs Assessments
  • Revenue Generation
  • Revenue Retention
  • Operational Efficiency

Affiliations

  • Association of International Product Marketing & Management


Certification

  • AIPMM Certified Product Manager - 2019-Present
  • Certified Product Owner
  • Certified Scrum Master
  • Master Enterprise Developer Certificate - Clarke University

Timeline

Vice President of Customer Success

Caliber Public Safety
01.2023 - Current

Director of Product Management

Caliber Public Safety
01.2022 - 01.2023

Product Manager

Caliber Public Safety
01.2015 - 01.2022

Sr. Software Engineer

Caliber Public Safety
04.2004 - 03.2015

Business Administration

Northeastern University
09.1998 - 05.2000

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Rachel Ferguson