Feb 2025 – Present · 1 yr 3 mos · Remote · Remote

• I write Stef the PM, a weekly newsletter where I break down customer feedback, experiments, and what makes a great Product Manager, without the fluff.
• Each Friday, I share:
• ✅ Practical insights on using customer feedback effectively
• ✅ Strategies for running smarter experiments
• ✅ Lessons from my own PM journey
• ✅ Actionable takeaways to level up in product
• My goal is to make product thinking clearer, more actionable, and actually useful in your day-to-day.
• Join the newsletter here: stefthepm.com

Jan 2022 – Sep 2023 · 1 yr 8 mos

• At Crowd Content, I was responsible for conducting market analysis and evaluating potential partnerships. I identified two emerging trends in the industry through this analysis. Leveraging these insights, I collaborated with the team to integrate relevant features into our product. This initiative resulted in a notable increase in monthly recurring revenue, reinforcing our position as a market leader.
• In my role, I employed continuous product discovery techniques to better understand our users' needs. We aimed to reduce our churn rate and enhance user satisfaction. I collaborated closely with the team to identify and prioritize key user needs based on data-driven insights. This data-driven approach led to the development of a game-changing feature that significantly reduced our churn rate, ultimately resulting in higher customer retention and increased user satisfaction.
• I was responsible for incorporating customer feedback into our product development process. Our goal was to improve our Net Promoter Score (NPS) and overall customer satisfaction. We actively listened to feature requests from customers and integrated them into our product roadmap. For example, in response to a customer's request for a new reporting feature, we developed a comprehensive dashboard. This not only met their needs but also delighted other users. As a result, our NPS scores increased, and overall customer satisfaction improved significantly.

Jan 2019 – Jan 2022 · 3 yrs

• I took the lead in adopting a user-focused approach to improve user engagement and satisfaction. Our goal was to create a more seamless onboarding experience. To achieve this, we utilized user-guiding software and personalized video intros using tools like Vidyard, HubSpot, and Appcues. This implementation resulted in a significant increase in user engagement and satisfaction. We were able to track important metrics like NPS, enabling us to refine our product and better cater to user needs.
• I was responsible for managing and nurturing global accounts. The objective was to increase customer retention rates. I implemented attentive account management and proactive problem-solving strategies.
• Result: These efforts led to exceptional client satisfaction, ultimately contributing to a notable increase in customer retention rates, as well as improved loyalty and repeat business.
• I initiated the development of a user knowledge base within our organization. We aimed to reduce support emails and empower customers with self-service capabilities. I oversaw the creation and implementation of the knowledge base. This strategic initiative resulted in a significant decrease in support emails and empowered customers with self-service options. As a result, we not only reduced support costs but also freed up valuable resources to focus on more impactful tasks, thereby enhancing overall operational efficiency.

Jan 2019 – Jan 2019 · 0 mo

• I utilized product management software such as Podio and Jira. The objective was to improve project efficiency and deliverable output. I established personalized workflows using these tools, enabling seamless collaboration and project management. As a result, our team delivered high-quality products on time, which led to improved productivity and overall project success.
• I was responsible for creating customized content portals for Fortune 500 clients. The goal was to optimize content delivery and management processes. I determined the ideal structure for the workflow and implemented the necessary changes to bring the vision to life. This initiative improved the customer experience, resulting in an increase in customer-facing processes and a significant boost in overall client satisfaction.
• I aimed to identify high-risk accounts prone to churn and enhance their experience. The project goal was to minimize churn and improve overall customer satisfaction. I implemented proactive measures and targeted interventions. Through these efforts, we successfully minimized churn among high-risk accounts and significantly improved overall customer satisfaction, achieving the project's goal.

Jan 2017 – Jan 2018 · 1 yr · Victoria, BC · Remote

• I was tasked with ensuring compliance with government regulations and standards for the medical device certification process. The goal was to create comprehensive documentation to meet these compliance requirements. I took the lead in developing and organizing the necessary documentation to ensure compliance. As a result of this effort, we successfully met government regulations and standards, ensuring a smooth certification process for our medical device.
• I was responsible for improving online visibility and increasing organic website traffic. Our target was to achieve noticeable results within three months. I developed and executed SEO strategies to optimize our online presence. Within the three-month timeframe, we witnessed a significant increase in organic website traffic, demonstrating the effectiveness of the implemented SEO strategies and improved online visibility.