Sara Dema
Boston
Summary
Experienced Product Enablement Manager with a track record of boosting customer success through product-led strategies. Skilled in creating support workflows, optimizing self-service tools, and collaborating cross-functionally to deliver long-term client satisfaction. I thrive in evolving, fast paced environments that care about their culture and people.
Overview
9
9
years of professional experience
Work History
Product Enablement Manager
TrustCloud.ai
05.2022 - Current
- Drove product adoption by developing customer support strategies, leading to a 60% increase in engagement and securing $500,000 in Annual Recurring Revenue (ARR).
- Designed and implemented automated customer workflows in HubSpot, optimizing user onboarding and engagement while enhancing self-service capabilities.
- Partnered with engineering, design, and product teams to refine features and improve usability, reducing customer support inquiries by 21%.
- Led go-to-market strategies for new product features, ensuring seamless cross-functional execution and effective customer communication.
- Played a key role in developing the first Compliance Hub (FlightSchool), streamlining support documentation, and scaling operations to accommodate a growing user base.
- Established strong stakeholder relationships, leading contract negotiations and driving upsell opportunities that improved client retention.
- Managed cross-functional teams, fostering collaboration and aligning teams around key product goals to drive execution.
Client Experience Associate
Namely
08.2021 - 05.2022
- Managed cross-functional projects involving Product, Marketing, System, and Legal teams to enhance customer satisfaction
- Drove NPS and TSS score improvements through regular analyses and actionable insights, reducing customer churn
- Developed client feedback processes to capture insights and drive improvements in customer experience strategies
Operations Associate, Amazon Alexa
Amazon
04.2020 - 08.2021
- Partnered with Product and Development teams to document and analyze customer feedback, recommending actionable improvements
- Analyzed customer data on profitability and growth, contributing to the development of strategic customer satisfaction initiatives
- Monitored performance metrics and growth trends, providing key insights for mitigating client issues
Professional Development Program - Senior Associate
State Street
08.2016 - 12.2019
- Planned and executed multiple cross-functional marketing projects within the members of GS divisions across NA, EMEA, and APAC to increase efficiency in problem solving by 30% and strengthen internal employee network
- Coordinated and executed plans across multiple disciplines including Product, Client Services, and Marketing
- Created executive level reporting dashboards using Tableau for enterprise-wide initiatives
- Mentored 3 interns for smoother transition and assuring their success within the role
Education
Master of Business Administration (MBA) - Project Management
Barcelona Executive Business School
01.2024
Bachelor of Science - Management, Finance
University of Massachusetts Boston
08.2018
Skills
- Customer success strategies
- Product enablement
- HubSpot
- CRM management
- Cross-functional collaboration
- Attention to detail
- Project management
- Goal setting
- Roadmap development
- Problem identification
- Stakeholder relationship management
Websites
Languages
English
Native or Bilingual
Spanish
Limited Working
Italian
Native or Bilingual
Albanian
Native or Bilingual
Timeline
Product Enablement Manager
TrustCloud.ai
05.2022 - Current
Client Experience Associate
Namely
08.2021 - 05.2022
Operations Associate, Amazon Alexa
Amazon
04.2020 - 08.2021
Professional Development Program - Senior Associate
State Street
08.2016 - 12.2019
Bachelor of Science - Management, Finance
University of Massachusetts Boston
Master of Business Administration (MBA) - Project Management
Barcelona Executive Business School
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