Automation Lead Product & Engineering Manager @ Zettle by PayPal 2016 - 2020
At Zettle I had my first experience as a leader. I started as a Risk Business Analyst, quickly transitioned into the role of Agile Coach for the Risk and Operations departments, and was then promoted to Automation Lead.
After the acquisition of IntelligentPOS, in order to cater to the needs of over 1,000 small businesses signing up every day and with the aim to refactor the Salesforce suite and develop dedicated integration services to automate, streamline and scale operations, iZettle (now Zettle by PayPal) launched the Automation Program, of which I was the lead, aka Product and Engineering Manager.
Product I was in charge of establishing a team and a Tech chapter to develop, maintain and grow the platforms in order to enable SMBs and hardware resellers on a global scale to frictionlessly go from exploring our products to being onboarded, and from passing KYC to becoming long-term customers. The goals of adopting a greenfield Salesforce suite were to:
Increase
MQLs
Closed/Won deals
Customer retention
Decrease
CAC
Support touches
Churn rate
Leadership
Liaised with hundreds of internal and external global stakeholders to provide strategic, budgetary and technical guidance
Managed, coached and grew a small team that rapidly tripled in size, made of talented Salesforce admins, developers, analysts, trainers and engineers
Led a chapter of technical business stakeholders from Marketing and Acquisition, Sales and Pre-sales, Hardware and Logistics, Risk and Data Science, Customer Support and SLS, to constantly keep our backlogs prioritised and aligned with business strategy
Maintained solid relationships with vendors and partners, being commercially responsible for such deals
One of my proudest creations is an agile stakeholder-led, empathy-based prioritisation framework, that I designed and implemented at iZettle - we called it "The Thunderdome".
Success story of how with my team at iZettle's we implemented Salesforce across the business to achieve a 360-degree view of every interaction with each customer
Success story of how with my team at iZettle we replaced our legacy CRM systems with off-the-shelf solutions, going from idea to working solutions in 6 months
