Spencer Ussery
Product Manager
Atlanta
Summary
Customer-centric Product Manager with storied 10+ years of Mailchimp experience driving customer satisfaction, building strong relationships, and delivering solutions across both support and product functions. Adept at identifying customer needs, mitigating risks, and collaborating cross-functionally to deliver long-term value. Combines strategic product insight with a deep passion for helping businesses grow through thoughtful, solution-oriented engagement.
Overview
13
13
years of professional experience
Work History
Product Manager
Intuit Mailchimp
09.2022 - Current
- Managed full product lifecycle, from ideation through post-launch support, ensuring consistent quality control measures were in place.
- Coordinated project planning and execution with team members and team leads.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
- Developed product documentation to communicate upcoming experiments and products to internal teams.
- Prioritized roadmap in order to achieve product goals and metrics.
Senior Support Insights Analyst
Mailchimp
03.2020 - 09.2022
- 2+ years in Senior-level Support Insights Analysis
- Dedicated Support Insights Analyst to 15 squads in over 4 domains/initiatives during the 4 years as a SIA
- Directly supporting and assisting leaders from Product, Marketing, Research, and Service Design
- Mentored in Product Management by former Mailchimp PM Kendrick Wang
- Creating, launching, promoting, and managing the Support Insights Session program
- Seamless collaboration with UX Research, Product Analytics, and VOC teams to tell unified customer stories
- Building bridges cross-functionally to share customer insights
- Creation of thorough customer sentiment analysis reports and robust Looker dashboards to surface Support Data to Product
Support Insights Analyst
Mailchimp
08.2018 - 03.2020
- Presenting the Voice of the Customer to the product teams
- Educating the Support team of upcoming product changes
- Compiling, organizing, and presenting trends within support volume to product
- Strengthening and refining processes for the SIA team at large
- Setting a great example for the Support Insights Analysts to the company
- Building out and promoting sustainable initiatives for Support Insights posterity
Technical Support Engineer Manager
Mailchimp
09.2014 - 10.2016
- Managing between 6-8 Technical Support Engineers
- Coaching direct reports towards independence and personal career growth
- Delegation of projects/tasks to the most suitable direct reports
- Empowering direct reports to approach troubleshooting issues creatively
- Encouraging efficient use of time in meetings
- Point of contact between the Technical Support Engineers and other teams within the Product and Support organizations
Technical Support Engineer
Mailchimp
02.2014 - 09.2014
- Advanced Product Support tier, supporting the support team
- Troubleshooting, identifying, and reporting issues/bugs within the Mailchimp application as well as supported third party integrations
- Direct communication with developers regarding application behavior
- Communication of reported issues to entire support department
- Identifying trends within support tickets and internal discussions
- Educating support representatives on advanced topics through one-on-one interactions and scheduled classroom sessions
- Presentation of educational information to support department
- Writing and presenting release notes announcing changes and updates to the application to the support team
Product Support Representative
Mailchimp
09.2012 - 02.2014
- Providing support for the Mailchimp application to users all over the world via live chat and email
- Utilizing a genuine tone of resourcefulness and empathy with customers through digital means of communication
- Multi-tasking in order to support multiple customers at once
- Providing troubleshooting assistance to my peers
- Going above and beyond for our customers
Education
No Degree - Graphic Design
University of West Georgia
Carrollton, GASkills
CRM software
Feedback collection
Product knowledge
Cross-functional coordination
Escalation management
Trend Analysis
Data compiling
Customer service
Technical content creation
Strategic planning
User Experience Research
Issue & Project Tracking Software
Timeline
Product Manager
Intuit Mailchimp
09.2022 - Current
Senior Support Insights Analyst
Mailchimp
03.2020 - 09.2022
Support Insights Analyst
Mailchimp
08.2018 - 03.2020
Technical Support Engineer Manager
Mailchimp
09.2014 - 10.2016
Technical Support Engineer
Mailchimp
02.2014 - 09.2014
Product Support Representative
Mailchimp
09.2012 - 02.2014
No Degree - Graphic Design
University of West Georgia
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