Monique Chelsom

Responsible for the strategy, design and implementation of 3 key pillars of focus, for Apryse, in our journey to integrate 13+ companies and product teams, becoming the market leader in document manipulation and management SDK space.

• Agile Operations - Tools & Processes
• Product Analytics - Business, Market and Customer Insights
• Cross functional processes, tools and communications, with direct ownership of Support Ops, Customer Success Ops and NPI Launch

Together with my operations team we successfully;

• Implemented and manage Product, Support and CS Tool Stack (Jira & JPD, FreshDesk, Planhat, Tableau, Mixpanel, Confluence)
• Train and coach on agile Ops - Scrum
• Implemented standardized and centralized roadmap and delivery visibility and reporting
• Implemented work-type visibility to inform and drive strategic investment and operational decision making
• Optimized flow of customer insights to product teams via centralized discovery backlog for analysis
• Introduced data driven prioritization for roadmap strategy and planning
• Designed and implemented support ops, using data to redesign our support organization and workflows with support and development teams. Reduced product and development time spent on tier 2 escalations by 95%
• Designed, implemented and managed cross functional Product launch activities
• Cultivated a high-performance culture within the organization by setting clear expectations for employees at all levels, providing regular feedback, and recognizing achievement.
• Championed change management initiatives within the organization to ensure smooth transitions during periods of growth or restructuring.
• Established and directed successful programs based on data and KPIs, such as SEO optimization, Documentation enhancements, improving conversion to SAO by 55% and improving SEO rankings
• Communicated organizational performance, forecasts and strategies to ELT, and Board of Directors.

• Designed and Implemented the standardized Product Operations Practice for IT Glue and parent company Kaseya, and directly managed the IT Glue Product team and Product Operations team
• Aligned and Standardized the Product Life Cycle, tooling, and operational process for a team of 40+ PMs and their scrum teams,
• Created trained and implemented the Product Discovery & Design process for product organization (18 different Product teams)
• Directed and operationally managed the IT Glue Product team, implementing foundational frameworks and processes and data analytics to drive efficient and targeted execution of the product strategy and SW delivery
• Implemented formalized product data analysis and KPI implementation and tracking with centralized dashboards, as part of the outcome driven Product Management and Operations Strategy.
• Hired, onboarded and managed employees to maximize productivity while training staff on best practices and protocols.

• Led the formulation of the vision, value proposition, and roadmap to develop SMART's commercialized Service portfolio, in both the education and enterprise segments; including warranty, premium support, data driven managed services, training, and adoption offerings
• Led creation and monetization of a new recurring revenue Services segment including 3 new categories of Service offerings, resulting in $27M in high margin recurring revenue
• Partnered strategically and cross functionally across the organization with executive stakeholders, business analysts, SW & services development, product marketing, marketing, sales and support, to build market-driven services for Education and Enterprise customers in a highly disruptive and rapidly changing market
• Led in creation of new agile offer development processes for Services – driving cross functional collaboration and alignment
• Managed ongoing relationship, negotiations and contracts with 3rd party product and service partners, resulting in faster GTM and reduced costs of Service delivery
• Coached, mentored, and managed day to day execution of small Services PM, with indirect direction of large cross functional group execution on development and Go-To-Market and delivery activities.

• Worked strategically and cross functionally across the organization with executive stakeholders, business analysts, HW, SW & services development, product marketing, marketing, sales and support, to build market-driven services for Education and Enterprise customers in a highly disruptive and rapidly changing market
• Owned the Enterprise product (HW & SW) and Services product portfolio roadmap and strategy for SMART
• Responsible for the P&L of the product line - $45M annual revenue
• Led the commercialization and Go-to-Market of a refreshed product line (HW/SW/SVC) through both a waterfall and agile product management cycle
• Managed ongoing relationships, negotiations and contracts with 3rd party product and service partners
• Coached and mentored Services PMs and Delivery team on PM processes and delivery.

• Led the vision, strategy, roadmap and commercialization and Go-to-Market of Enterprise Services products and programs
• Introduced & grew first monetized Service line to $2M in first year revenue
• Led and managed a Service delivery team including Services vendor manager, and technical field deployment consultants
• Managed negotiations, contracts, and ongoing relationships with global 3rd party Service delivery partners
• Reduced product failures from 40% to 2% due to implementation of new Service and technical training offerings for the channel.

• Responsible for the development of the corporate market customer segment, and driving adoption of solutions within this emerging space
• Responsible for ongoing relationship management of enterprise (fortune 50) customer accounts to create leads and drive sales of collaboration technology for the enterprise sales team
• Creation and implementation of technology adoption/change management programs within customer accounts to drive technology adoption use cases.
• Responsible for ongoing relationship management of enterprise (fortune 500) customer accounts to create leads and drive sales of collaboration technology, delivering consistent revenue generation opportunities contributing to the growth of $100M in new enterprise segment revenue
• Led the creation and implementation of technology adoption/change management programs within customer accounts to drive technology adoption use cases.

• Maintained detailed records of client consultations, tracking progress over time to demonstrate tangible results in overall health improvement.
• Demonstrated commitment to ethical practices, adhering to industry standards regarding confidentiality, informed consent, and professional boundaries.
• Collaborated with other healthcare professionals to provide coordinated care, ensuring clients received a well-rounded approach to their health goals.
• Improved client health by conducting comprehensive nutritional assessments and creating personalized meal plans.

• B2B technology sales.

• Temporary Staffing and Recruiting Services sales.