SUSAN FROESS
Saskatoon
Summary
I am a driven product professional with a keen interest in problem solving and forward thinking. With a strong customer focus, I believe in open and clear communication and stakeholder engagement. I am goal orientated, a creative thinker and I enjoy the opportunities iterative development present, allowing for continuous improvement of both process and product.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
Work History
Product Owner
zu
Saskatoon, Saskatchewan
05.2022 - 01.2025
- Company Overview: zu is a digital product and service agency which focuses on the delivery of complex websites and custom web applications
- Project lead on the on the development delivery of the Following Their Voices web application; a $1 million dollar custom web application for the Ministry of Education (Government of Saskatchewan)
- Project lead on the on the development delivery of the Crop Report web application; a $300K custom built application for The Ministry of Agriculture (Government of Saskatchewan)
- Backlog management, prioritisation, scheduling
- Managed backlog prioritization, ensuring alignment with business goals and stakeholder expectations.
- Facilitated communication between development teams and stakeholders, ensuring clear understanding of requirements and expectations.
- Led product launches, collaborating with marketing teams to create successful go-to-market strategies.
- Collaborated with cross-functional teams to develop high-quality products that met customer needs.
- Cultivated strong relationships with key stakeholders by maintaining open lines of communication and addressing concerns promptly.
- Prioritized bug fixes and enhancements based on user impact, maintaining high levels of customer satisfaction.
Client Success Manager
Jumbo Interactive Limited
04.2020 - 04.2022
- Company Overview: Jumbo Interactive is an ASX listed technology company which provides commercial and charitable lottery and raffle solutions worldwide
- Client Success lead on the expansion of the SaaS offering in the U.K
- Market; a first in the Jumbo SaaS space
- Implementation lead on the roll-out of Jumbo Fundraising, a managed service lottery program within the Australian market
- Key account contact for Australia's marque charitable lottery clients
- Collaborate with Product Managers and Product Marketing on the shaping and adoption of client focused solutions and outcomes
- Collaborate with Developers and Support Specialists to triage issues and coordinate resolutions
- Internal subject matter expert on third party payment gateways and ID verification services
- Identified as an emerging leader and selected to participate in organisational leadership training
- Jumbo Interactive is an ASX listed technology company which provides commercial and charitable lottery and raffle solutions worldwide
- Collaborated with cross-functional teams to develop innovative, client-centric strategies and drive business growth.
Solution and Delivery Manager
GO1
06.2019 - 03.2020
- Company Overview: GO1 is a leading education technology company, which provides e-learning across a number of industries and regions to some of the world's largest organizations
- Project lead for the delivery and roll-out of a strategic cross-team initiative with SEEK, to enhance GO1's B2C offering
- Project Manager for third party integrations, with a focus on Distribution Partners
- Building process, data flow and system diagrams as part of solution design
- Executive / C- level stakeholders management and communication - both internal and external
- Requirements gathering, scheduling and prioritization of feature development for key partnerships
- Working closely with Developers, Designers and Product Managers to ensure successful feature development and partner integration
- Assisted with the coordinate of offshore development and support teams in Vietnam and the Philippines
- GO1 is a leading education technology company, which provides e-learning across a number of industries and regions to some of the world's largest organizations
Product Communication Coordinator
GO1
11.2018 - 06.2019
- Created and presented product training material to domestic and international sales teams and partners - in person and via video conference
- Traveled to the USA to conduct product workshops and presentations to Sales and Support teams
- Promoted and managed initiatives associated with improved internal communication with a focus on interdepartmental knowledge share
- Planned and rolled out the implementation of a new product management system and supporting processes to improve product planning and transparency across departments
Customer Success Manager
GO1
09.2017 - 11.2018
- Maintained negative net chum over multiple quarters while managing 60+ clients
- Maintained strategic partnerships domestically and internationally, contributing to the growth of GO1
- Conducted several training and implementation workshops throughout QLD, NSW and VIC
Partner Development Specialist
Vendasta Technologies
09.2012 - 04.2014
- Company Overview: Vendasta Technologies is a global leader in online reputation management, mobile presence, and social marketing tools for IYP companies, newspaper groups, interactive agencies, CMRs, digital agencies, and national brands
- Project managed the preparation and roll-out of multiple products to Hearst Media's Australian market (Fairfax Media)
- Developed processes for the communication of product changes and enhancements, ensuring efficient and streamlined communication with clients
- Maintained a satisfaction rating of 90%+ in association with the online support system
- Vendasta Technologies is a global leader in online reputation management, mobile presence, and social marketing tools for IYP companies, newspaper groups, interactive agencies, CMRs, digital agencies, and national brands
Education
Marketing Graduate -
Edwards School of Business
01.2008 - 01.2011
Art & Science Studies -
Edwards School of Business
01.2005 - 01.2008
Skills
- Project Management
- Stakeholder Management
- Product backlog management
- Release planning
- Problem identification
- User acceptance testing
Timeline
Product Owner
zu
05.2022 - 01.2025
Client Success Manager
Jumbo Interactive Limited
04.2020 - 04.2022
Solution and Delivery Manager
GO1
06.2019 - 03.2020
Product Communication Coordinator
GO1
11.2018 - 06.2019
Customer Success Manager
GO1
09.2017 - 11.2018
Partner Development Specialist
Vendasta Technologies
09.2012 - 04.2014
Marketing Graduate -
Edwards School of Business
01.2008 - 01.2011
Art & Science Studies -
Edwards School of Business
01.2005 - 01.2008
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