Mark V. Smetanin

Unlock Success for Airbnb and Short-Term Rental Business. Recently by Improving the Product - Increased Engagement by 42% , conversion rate by 74%, and acquired 2.5M new users.

As a product management leader with over eight years of experience in payments, e-commerce, Airbnb business, property management, I am a fan of technology and its application to drive business growth.My expertise lies in product management, agile coaching, portfolio management, and strategic planning.I have experience in increasing user engagement, optimizing technical processes and leading high-performance teams.

Key Highlights:

Director of Product Management: Enhanced user engagement by 16% and improved product value description by 14% through strategic market research and collaboration.

Senior Product Portfolio Manager: Managed a $1.2M project, leading to an $8M revenue projection and a 17% increase in Net Promoter Score. 
Risk assessment methods were applied, which reduced project disruptions by 24%.

Head of Product Strategy: Increased customer engagement by 42%, improved conversion rates by 74%, and acquired 2.5M new users—reduced marketing expenses by 28% by addressing critical pain points.

Skills and Expertise:

Product Management/Product Owner: Agile Frameworks, Scrum, Kanban, SAFe
Technical Proficiency: Jira, Asana, Hubspot, Salesforce
Industry Expertise: Fintech, E-commerce, Property Management, Vacation Rentals
Certifications: PMI-ACP, PMI-PMP, CSM, CSPO

Professional Experience:

Nine years in product management, agile transformation, and strategic planning
I have experience in leading cross-functional teams to deliver high performance products.
Skilled in negotiating and managing key partnerships and stakeholders

Interests:

The God's Flow State, Coffee, Stand-up comedy, Kite surfing, Skiing, Music, martial arts (2 black belts), Reading, and Hiking.

Technology Stack:

Jira, Jira Service Desk, Hubspot, Asana, Zoho Projects, Microsoft Project, Basecamp, ClickUp, Todoist, PipelineCRM, Freedcamp, Hive, Monday, Trello, Time tracker, Pivotal Tracker, Slack,Excel, Powerpoint, MS Sharepoint, MS Visio, MS Project, MS Access, Prezzi, Numbers, Pages, Photoshop, Lightroom, Planview, Linux, FreeBSD, Quality Center, ZohoCRM, ZenDesk, Zoho Desk, Fresh Desk, Vivantio Help Desk, FreshService, Salesforce Service Cloud, Hootsuite, WordPress, HTML, CSS, OBS, Mindmaps, Focus Matrix, Dropbox Paper, Skitch, Insightly CRM, Payment Gates (Visa, Mastercard, AMEX, Square, Braintree, Stripe, Paypal, Authorize.net, 2checkout, Payoneer, Bitpay, Shopify Payments), Google Analytics, Google Search Tool, Google Ads, Microsoft Ads, MCP, Rentals United, Avirato, Expedia, Booking.com, Airbnb, VRBO, PMS, Glovebox, Coterie, Risk Advisor, AWS, Crowe CRM, Salesforc

Lead Product Manager / Product Owner / Consultant

•     Improved a Product using a customer journey map, understanding and prioritizing the most critical pain points in the most profitable segment. Provided clear concept and design strategy. Collaborated with Dev and UX teams. Increased customer engagement by 226%, Improved conversion rate by 74%, and acquired 2.5M, new users.

•     Planned and facilitated an extraordinary spike for (AI) Artificial Intelligence tools and prompts. Fixed and resolved seven major issues when team members just felt stuck. 

•     Raised team confidence after the last check-in. Positive emotions and gratitude are on our happiness radar. The current sprint is 100% happiness VS 78% at the previous sprint. 

•     Organized the most efficient communication with stakeholders and implemented advanced product backlog refinement, reducing the backlog by 16%.

•    Stepped forward with special coaching from our Unique Coach and very advanced Scum Master. Differentiated workflow steps, business rule variations, variations in data, and interface variations, polished and deepened INVEST criteria. Dramatically improved the slicing of our vertical stories. Delivered value ~20% faster with the smallest increments to our customers. 

•   Implemented automated test script, additional smoke test after the build is released to QA, and code review by peers. Armed new Definition of Done (DOD) for our dev team. Changed Sprint Planning Agenda. Raised team confidence level in delivering the sprint goals to 94%. 

•    Implemented automated test script and code review by peers. Armed new Definition of Done (DOD) for our dev team. 

•     Collected the data via Web-tracking and customer interviews,  tested and validated assumptions with the development team. Provided much precise anatomy of personas. Redesigned current marketing campaign reducing waist by 28%

Spikes:
Sustainable and environmentally conscious business practices
Enterprise Agile: Changing your culture

Innsoft, Inc.

• Software configuration and Onboarding of Clients
• Training Clients
• Call and Email support.
• Troubleshooting and Problem solving
• Third party Integrations
• Responsible for Product Enhancements, Bugs, and Customizations 
• Upselling and Customer Retention

Customer Success and Technical Support Consultant

SwiftSku (YC W21)

•	Develop sales strategies and provide analysis based on defined KPIs
•	Hire, mentor and provide leadership including training, work assignments, and performance evaluations to build winning culture
•	Assists Senior/Executive Sales Management in development of formal Business Plans; Participates in business review meetings with Executive Management
•	Improved and maintained MOM growth of 11%
• Leading a team of 22 Account Executives and Business Development Executives.

Founding Team Member - Customer Experience and Sales Manager 

Yanolja Cloud Solution, (formerly eZee)

•	Onboarding and handling the portfolio of 1400 high potential customers
•	Provides monthly performance feedback to CSR’s in order to address performance gaps and manage performance improvement
•	Grew Sales and Revenue by 25% in USA and LATAM region by utilizing my networking and outreach
•	Managed Team of 30 members of inhouse support and onboarding team
•	Exceeded team’s annual goal of keeping client response rates above agreed SLAs (99%)
•	Act as a “Voice of Customer” for the Product Team
•	Works with managers and supervisors to provide a work environment and culture that promotes customer service, staff development and achievement
•	Predict & mitigate the risk of churn

Team Lead (Customer Success & Onboarding)

- Pre-Sales support and services to Leads
- Complete process handling from Client Registration to Client On-boarding,Training, Support and end to end client satisfaction.  
- Software configuration and OnBoarding of Clients, Training the Client to use Software.
- Training and Onboarding of Team Members
- Floor Management for Cloud Products Support for Night Shift(South and North America focusing on USA Market)
- Communication with Clients to Solve their Queries and Requests.
- Handling 600+ Clients from North America and Managing their Property Software Accounts.
- Providing best solutions to make business easier.

Senior Customer Success Manager

- Software configuration and OnBoarding of Clients, Training the Client to use Software 
- Communication with Clients to Solve their Queries and providing Support.
- Handling 100+ Clients  from North America and  Managing their Property Software Accounts.
- Providing best solutions to make business easier.

Customer Success Manager

Radio Mirchi

Internship under RJ to learn Radio Management and Functioning.
- Major Tasks involving Link writing for next day's shows
- Collecting Sound Bytes from people 
- Actively taking part in the shows and putting inputs

Intern

TransForm Solution

•	Level 2 customer and partner support Team Providing assistance to customer for online food ordering and cancelling orders.
•	Flexibility with work times – including rotational shift work
•	Creating reports for management
•	Support all team members by assisting with administration when requested
•	Customer retention

Customer Service Representative

Shakti Foundation

Sales and Admin executive with major responsibilities of :
- Payroll and attendance
- Accounts and stocks
- Sales and cordinating with third party
- Communication with Customers and employees

Sales and Accounts Executive

Hi there! I’m Karankumar Rochani, an aspiring Product Manager with over 8 years of experience in customer support, sales, and management. I’m passionate about helping customers succeed and am now venturing into Product Management.

Currently, I’m a Technical Support Consultant at Innsoft Inc., where I provide high-quality advice and training on the Innsoft platform. I’m always striving to exceed KPIs and optimize business processes.

Previously, as a Sales Manager at SwiftSku Inc. (YC W21), I developed and executed successful sales strategies, earning the “Performer of the Month” title for three consecutive months. I also led a team, fostering a winning culture.

At eZee Technosys, I managed onboarding and support for 1400 premium customers and led a team of 30+, achieving a 25% growth in sales and revenue in the USA and LATAM regions.

I hold an MBA at University Canada West. My skills include Leadership, Team Management, Public Speaking, Team Collaboration, Sales, Negotiation, Customer Success, and Product Management using tools like Figma, Jira, Salesforce, and Asana.

I’m eager to delve deeper into Product Management and Software Development. Let’s connect! I’m open to networking and exploring opportunities that align with my passion for customer service, sales, and technology. Feel free to reach out for any inquiries or exciting prospects!

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The Battle

Mark V. Smetanin

Karan Rochani

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