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Lisa A. Weir
Art Director | Designer | Manager — Creative Services
Sr. Manager—Professional Services, Creative @ Splash
Splash is a SaaS solution specialized for creating and marketing scalable, on-brand, and flexible program landing pages and communications.
As Manager, Professional Services—Creative my responsibilities include:
• Demand generation including development of new services based on product gaps and customer requests (establishing service processes, pricing, and baseline turnaround) and marketing of those services using live events and customer-facing sell sheets.
• Assessing customer needs as well as anticipating future needs and potential for changes to current programming and identifying the service to best meet those current and future needs.
• Cost and feasibility scoping for service requests for non-native CMS functionality, turnaound time, and hours for related custom development through direct customer communication. This also involves coordinating with Customer Success, Implementation, and Solutions teams for project objectives, outcome solutions, and delivery timelines.
• Resource and Capacity planning to ensure customer projects goals, timelines, expectations are communicated to team and delivered on time.
• Mentoring and coaching of team members including defining growth goals and granting salary increases/promotions, configuration recommendations, and strategic guidance on project consultations with clients
• Internal resource development (documentation, templates, etc) that allow teams to operate more efficiently
A large portion of my workload is comprised of contributing to the highest value customers and handling difficult or escalated scenarios. Articulating the rationale behind design decisions and how they support the customer brand and use case and tackling challenging conversations with customers, characterized by high levels of ambiguity and nuance, is also an important part of this position.