Maytal Elmalem

About Maytal Elmalem

I am a seasoned professional with 9+ years of product development and project management…

Experience

1. Senior Product Manager - Operations

   New Relic

   Jul 2022 — Present

   Lead the integration of Jira and Salesforce to track and connect customer feature requests with financial data, enabling data-driven prioritization and facilitating alignment between Product and Account teams.•Developed a scalable process for managing thousands of feature requests quarterly, analyzing trends and themes to help drive informed product decisions that enhance customer satisfaction.•Continuously optimized the feature request workflow to reflect evolving customer needs and market conditions, ensuring smooth coordination across Product and Account teams.•Monitor feature request SLAs to maintain high standards of responsiveness and operational efficiency, ensuring timely progress on requests from customers and internal stakeholders.•Manage the Product Escalation Process for high-impact customer issues, overseeing requests involving $100K+ in potential growth or risk, effectively balancing stakeholder priorities and driving swift resolution.•Mediated between Product and Account teams to align on solutions, leading frequent cross-functional meetings and escalating critical issues to the executive suite as needed.•Simultaneously handled 40+ escalations at any given time, successfully assisting over 100 customers in resolving complex product-related challenges to support customer retention and growth.•Launched and led a Critical Account Program for high-value customers ($1M+ ARR) at risk of churn or growth blockage, providing tailored onboarding and proactive support to mitigate risks and address complex product issues.•Oversaw and coordinated issue resolution for each account by collaborating with cross-functional product teams, maintaining engagement until all concerns were resolved and the customer graduated from the program.•Managed a portfolio of 6+ critical accounts concurrently, with each account addressing an average of five distinct issues, ensuring high-touch support to enhance customer retention and satisfaction.

Skills

• Facebook
• Teaching
• Event Management
• English
• Online Marketing
• Product Marketing
• Social Networking
• Ethics
• Listener
• Perseverance
• Integrity
• Public Speaking
• Patience
• Marketing
• Leadership
• Spss
• Customer Service
• Teamwork
• Photoshop
• Kindness
• Social Media
• Public Relations
• Fundraising
• Microsoft Office
• Social Media Marketing
• Powerpoint