Remodel Health

Director of Product Management

PeopleKeep

Responsible for the PeopleKeep ICHRA product from ideation and market assessment to through to design, engineering, testing, go-to-market launch, and ongoing enhancement.

Associated activities include: 

- Performing customer interviews and market assessments

- Translating business requirements into technical specifications and vice versa

- Planning and designing product roadmap

- Allocating product design and engineering resources

- Running design sprints

- Prioritizing product features and properly communicating the reason behind this to internal and external stakeholders

- Pricing and revenue modeling

- Defining and tracking success metrics

- Conducting effective cross-departmental collaboration with internal stakeholders including functional leaders, marketing, sales, and customer experience 

- Ensuring timely completion of the product without unnecessary scope creep and cost overruns

Product Manager

• Established the Customer Success team at PeopleKeep and recruited and developed new team members into a high-productivity, results-oriented unit through creative problem-solving initiatives.
• Ensure that individual contributors maintain KPIs and customer health metrics; set quarterly goals with the team that aligns and drives to ensure goals are met; conduct semi-annual reviews to evaluate performance, set professional development goals, and establish personal improvement plans when necessary.
• Maintain a book of business that accounts for the company's largest and most resource-intensive accounts. I build strong relationships with benefits administrators on subjects such as product adoption, end-user onboarding, and benefit renewals. I ensured that the customer's key desired outcomes were met through regular account reviews.
• Work cross-functionally with other functional teams such as Customer Support, Sales, Business Development, and Product Development to enhance the customer experiences, improve the core product, create new product opportunities, build consistent processes across all teams, and strengthen the lifetime value of the customer.
• As a founding member of the company's Diversity, Equity, Inclusion, and Belonging Council, I've led numerous activities and discussions geared toward creating greater awareness of DEI&B issues in our communities.
• Implement revenue growth strategies through statistical analysis of existing accounts.

Customer Success Team Lead

- Assist customer decision makers and administrators in establishing and achieving critical goals and other key performance indicators.
- Own the overall relationship with assigned customers and affiliates by delivering a world-class level of consistent, accurate, and effective service.
- Drive customer and end-user product adoption through regular business reviews and the communication of best practices.
- Improve customer retention through direct outreach.
- Advocate customer needs and concerns cross-departmentally.
- Identify and develop up-sell opportunities for each customer to fully utilize an ever-expanding product line.
- Establish a trusted strategic advisory relationship with each customer and drive the continued value of our products and services.
- Develop, prepare, and nurture customers for greater adoption and advocacy.
- Program manage account escalations.

Customer Success Manager

Zane Benefits (now part of PeopleKeep)

Customer Success Specialist

Strayer University

• Managed all aspects of student recruitment including proactive outreach to new student inquiries via phone and email; conducting interviews with prospective students to determine their backgrounds, goals, and objectives; and educating prospective students on the benefits of the university's academic programs.
• Assisted students in applying and worked cross-functionally with other departments in the university to finalize enrollments.
• Maintained regular communication with enrolled students to ensure that they continued on their desired track to graduation.
• Advised students on issues such as course selection, progress toward graduation and career decisions.

Admissions Officer

Teleperformance, USA

•	Assisted recruiters and recruiting lead in sorting resumes and applications for job openings
•	Arranged interviews by calling or emailing candidates and updating recruitment policies
•	Composed memos, emails and other correspondence in response to queries and requests 
•	Posted job openings to both internal and external job search websites
•	Drafted job descriptions and company profiles for distribution
•	Kept records of candidate interviews and gave status reports to recruiting lead
•	Attend recruiting events such as job fairs and campus meetings, both in conjunction with (and often in lieu of) full-time recruiters 
•	Perform many general administrative duties for the recruiting department, such as sorting mail, making copies, answering phones and manning the site's reception desk

Recruiting Assistant

US Army

• Led teams of 4-8 individuals on training and humanitarian aid missions both in the US and internationally.
• Led and assisted in conducting squad, platoon, and company-level training in both classroom and field environments.
• Demonstrated ability to manage multiple tasks while remaining adaptable and flexible.
• Conducted briefings for senior leadership to relay general information or address specific topics.
• Collaborated with departmental leaders to establish organizational goals, plans, and objectives.

Enlisted

With a decade of experience in customer success and product management, I'm a passionate and innovative leader who aims to improve the access to quality, affordable healthcare individuals and their families. 

As a goal-oriented and results-driven product manager at PeopleKeep, I collaborate with cross-functional teams to establish and maintain the product roadmap, prioritize product development projects based on strategic objectives, conduct market research, and deliver customer-centric solutions that enhance user satisfaction and retention based on customer feedback.

My background in customer success enables me to understand the needs and pain points of our clients and end-users, and to advocate for their best interests throughout the product development lifecycle. I leverage my skills in written correspondence, employee benefits regulations, and inter-departmental collaboration to communicate effectively with internal and external stakeholders. I also hold certifications in Agile and Jira, which help me to manage projects efficiently and effectively.

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Darel Boyer

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