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DATA AND SUPPORT STRATEGY
MindBridge | Ottawa, ON
Our team at MindBridge is working with financial auditors to ​redefine how we analyze financial data during the auditing process. Our core product, Ai Auditor, delivers Ai-driven risk analysis results and trending insights for entire financial data sets in an all-in-one, user-friendly platform. The customer success team works to identify and overcome friction points and knowledge gaps experienced by our end users, bridging the gap between our core product tech team and our auditor base.
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Working in data and support strategy has involved restructuring how we manage incoming financial data from diverse and non-standardized financial management softwares (ERPs) to achieve an ERP agnostic status. As I worked to develop sustainable solutions to address this critical bottleneck in our product, I also worked to implement the necessary processes and infrastructure to manage our growing technical support demands from our increasing international client base.
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Key roles and responsibilities currently include:
Leading the development of an application software for data transformation, intended to increase product usage and optimize internal resource allocation.
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Accelerated the implementation of a data strategy team within customer success, contributing to a two-fold increase in product usage during the first quarter of 2020 compared to the previous year.
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Operating in a dynamic, high-volume environment to proactively deliver skilled technical assistance to more than 200 customers. Maintaining a 98% satisfaction rate from over 850 client interactions.
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Working with the Product Management and Development Teams to redefine the data lifecycle within Ai Auditor, as well as translating and helping implement customer change requests to enhance product functionality.
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Working with Development Leads to redefine process flows, prioritize product fixes, and reassess the parameters used to measure business value.
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Assisting with the development of our product education and client onboarding platforms through creating knowledge base articles, demos, and product walkthroughs.