Keywords: B2B SaaS, Health tech, Strategy, Org creation, Coaching & mentoring, Product delivery, Product management, high growth scale-up
Practice Hub
Practice hub is a health-tech scale up built as a single pane of glass platform with varying integrations driven by a master API. It aims to make running a quality practice simpler, safer and more efficient.
My Role
Led product vision, defining the future and applications needed to support better patient care by making healthcare simpler, safer, and more efficient.
Defined the strategic direction, scope, and success metrics for the company's suite of products, and led their implementation, road mapping, and prioritisation.
Understand and articulate the key jobs to be done and problems that require solving for customers.
Managed a team of product managers, designers, and developers, driving the delivery of high-quality products and platforms on time and within budget.
Improved customer satisfaction and retention by redesigning the customer journey and implementing new self-service tools.
Implemented and ran continuous discovery through experimentation A/B testing and user interviews.
Took high visibility and strategically important product features and integrations from ideation to delivery.
Collaborated with the CEO and senior leadership team to develop and execute the company's long-term product vision.
Set and tracked team OKrs and key lead indicators.
Communicated project statuses to key stakeholders.
Quarterly board-report and presentation.
Stood up entire product team, and redefined the customer success team, including integration of an offshore squads.
Outcomes over achievements
NPS from - 25 to +50.
ARR increased by 35% due to implementation of new pricing structure.
Joined with 300 paying and 0 free, Left with 1800 paid subscriptions and 1500 free accounts - due to introduction of product led approach and self-service on-boarding.
Saw a decrease in lapse rates from 18% to 4%.
Introduced data capture and analytics operations, a strategic digital adoption program and self-service customer onboarding.
Uplift product delivery process end to end, including the introduction of an accurate, agile process and CI / CD.
P&L responsibility and cost control of product development and discovery - never late never over budget.
Led sales discussions for key customers and attended conferences to help sales team uncover opportunities and demo product features most relevant to prospect.
Led the change into agile development.
Re-architected customer success team and introduced efficient, effective and impactful processes.
Introduced voice of the customer programs, including regular interviews with users and users of competitor products and master classes for power users.
Input on technical design and data structures ensuring alignment with product vision as well as scalability and stability.
Input on front and backend tech stacks.
Productisation of a master API for future third party integrations.
Setup the data function, and pioneered the introduction of ML.
*I know your time is valuable so this is not a comprehensive overview but a quick highlight reel, have additional questions? give me a buzz
