Cobalt.io
At Cobalt.io, a leader in Pentest as a Service within the cybersecurity space, we faced unique challenges and opportunities in an ever evolving industry.
Our platform, trusted by customers like Pendo, Dropbox, Credit Karma, Algolia, Toast, and WebMD amongst others, demanded not only top tier security measures, but also constant innovation and adaptability.
In this dynamic team, role involved intersecting with the Growth and Platform teams and extending to the Design team, helping the company increase our customers engagement and streamline some of our internal processes, all with constant cross-team collaboration with the Design, Engineering, Ops, PMs, Customer Success, Sales, Legal and Security teams.
Cobalt.io
At Cobalt.io, a leader in Pentest as a Service within the cybersecurity space, we faced unique challenges and opportunities in an ever evolving industry.
Our platform, trusted by customers like Pendo, Dropbox, Credit Karma, Algolia, Toast, and WebMD amongst others, demanded not only top tier security measures, but also constant innovation and adaptability.
In this dynamic team, role involved intersecting with the Growth and Platform teams and extending to the Design team, helping the company increase our customers engagement and streamline some of our internal processes, all with constant cross-team collaboration with the Design, Engineering, Ops, PMs, Customer Success, Sales, Legal and Security teams.
Cobalt.io
At Cobalt.io, a leader in Pentest as a Service within the cybersecurity space, we faced unique challenges and opportunities in an ever evolving industry.
Our platform, trusted by customers like Pendo, Dropbox, Credit Karma, Algolia, Toast, and WebMD amongst others, demanded not only top tier security measures, but also constant innovation and adaptability.
In this dynamic team, role involved intersecting with the Growth and Platform teams and extending to the Design team, helping the company increase our customers engagement and streamline some of our internal processes, all with constant cross-team collaboration with the Design, Engineering, Ops, PMs, Customer Success, Sales, Legal and Security teams.
Bridging teams for
User Research
With the Deign team we identified a need for a more effective user research process. In an effort to refine our approach to user research, I helped lay the groundwork to create a more cohesive process to reach our customers and gather insights. Collaborating with the Customer Success, Success, Support, Sales, and Design teams we developed a strategy to effectively perform our qualitative user research.
This involved reducing duplicated insights and avoiding overwhelming our customers with interviews, as up until that date everyone in our company would reach customers for interviews, without communicating with one another, causing duplicated interviews, surveys and emails sent.
As well as improving our process to connecting with our user base, we wanted to consolidate all insights into a single source of truth, ensuring that every team was aligned and informed, making our user research both efficient and impactful.
Bridging teams for
User Research
With the Deign team we identified a need for a more effective user research process. In an effort to refine our approach to user research, I helped lay the groundwork to create a more cohesive process to reach our customers and gather insights. Collaborating with the Customer Success, Success, Support, Sales, and Design teams we developed a strategy to effectively perform our qualitative user research.
This involved reducing duplicated insights and avoiding overwhelming our customers with interviews, as up until that date everyone in our company would reach customers for interviews, without communicating with one another, causing duplicated interviews, surveys and emails sent.
As well as improving our process to connecting with our user base, we wanted to consolidate all insights into a single source of truth, ensuring that every team was aligned and informed, making our user research both efficient and impactful.
Bridging teams for
User Research
With the Deign team we identified a need for a more effective user research process. In an effort to refine our approach to user research, I helped lay the groundwork to create a more cohesive process to reach our customers and gather insights. Collaborating with the Customer Success, Success, Support, Sales, and Design teams we developed a strategy to effectively perform our qualitative user research.
This involved reducing duplicated insights and avoiding overwhelming our customers with interviews, as up until that date everyone in our company would reach customers for interviews, without communicating with one another, causing duplicated interviews, surveys and emails sent.
As well as improving our process to connecting with our user base, we wanted to consolidate all insights into a single source of truth, ensuring that every team was aligned and informed, making our user research both efficient and impactful.
Refining our Customer Engagement Tools & Processes
In a key project focused on our interaction with customers, together with the Product Ops, and technical writer I developed a comprehensive process to increase the conversion rate of our Pendo guides and emails.
This included creating a styleguide for designing our Pendo guides, and emails, ensuring a consistency and brand cohesiveness. Creating components for both that would help us change them easily over time as we slowly implemented our new branding within the platform.
Collaboratively with the Product Ops Manager, we established a protocol for the team to request new Pendo guides, effectively reducing duplication and preventing overload with excessive guides. Additionally, I undertook the task of updating our HTML email templates on Mandrill, aligning them with our new cohesive brand strategy. This not only enhanced the visual consistency across all of our customer communication but also improved the conversion rates from our emails.
Refining our Customer Engagement Tools & Processes
In a key project focused on our interaction with customers, together with the Product Ops, and technical writer I developed a comprehensive process to increase the conversion rate of our Pendo guides and emails.
This included creating a styleguide for designing our Pendo guides, and emails, ensuring a consistency and brand cohesiveness. Creating components for both that would help us change them easily over time as we slowly implemented our new branding within the platform.
Collaboratively with the Product Ops Manager, we established a protocol for the team to request new Pendo guides, effectively reducing duplication and preventing overload with excessive guides. Additionally, I undertook the task of updating our HTML email templates on Mandrill, aligning them with our new cohesive brand strategy. This not only enhanced the visual consistency across all of our customer communication but also improved the conversion rates from our emails.
Refining our Customer Engagement Tools & Processes
In a key project focused on our interaction with customers, together with the Product Ops, and technical writer I developed a comprehensive process to increase the conversion rate of our Pendo guides and emails.
This included creating a styleguide for designing our Pendo guides, and emails, ensuring a consistency and brand cohesiveness. Creating components for both that would help us change them easily over time as we slowly implemented our new branding within the platform.
Collaboratively with the Product Ops Manager, we established a protocol for the team to request new Pendo guides, effectively reducing duplication and preventing overload with excessive guides. Additionally, I undertook the task of updating our HTML email templates on Mandrill, aligning them with our new cohesive brand strategy. This not only enhanced the visual consistency across all of our customer communication but also improved the conversion rates from our emails.
Fortifying Security with Auth0
In a crucial move to strengthen our customers' security, as part of our Platform team and collaborating closely with the Engineering and Security teams we implemented a new authorisation and authentication process, transitioning from our internal systems into Auth0, a decision that marked a significant leap in securing our users' data.
This shift not only simplyfied the setup process for our customers, but also integrated advanced features like two-factor authentication (2FA), and Security Assertion Markup Language (SAML) processes. This collaborative effort showed our commitment to providing a more robust, and user-friendly solution for our users and prospective customers.
Fortifying Security with Auth0
In a crucial move to strengthen our customers' security, as part of our Platform team and collaborating closely with the Engineering and Security teams we implemented a new authorisation and authentication process, transitioning from our internal systems into Auth0, a decision that marked a significant leap in securing our users' data.
This shift not only simplyfied the setup process for our customers, but also integrated advanced features like two-factor authentication (2FA), and Security Assertion Markup Language (SAML) processes. This collaborative effort showed our commitment to providing a more robust, and user-friendly solution for our users and prospective customers.
Fortifying Security with Auth0
In a crucial move to strengthen our customers' security, as part of our Platform team and collaborating closely with the Engineering and Security teams we implemented a new authorisation and authentication process, transitioning from our internal systems into Auth0, a decision that marked a significant leap in securing our users' data.
This shift not only simplyfied the setup process for our customers, but also integrated advanced features like two-factor authentication (2FA), and Security Assertion Markup Language (SAML) processes. This collaborative effort showed our commitment to providing a more robust, and user-friendly solution for our users and prospective customers.
Collaborative strategies to reduce churn and re-engage customers
In a collaborative effort with the Legal, Sales, Engineering and Platform teams, we tackled the challenge of reducing customers churn.
Our focus was twofold: to devise strategies that preemptively addressed potential churn and to assist already churned customers. We implemented a system that allowed churned customers to manage their work on our platform for an extended period. This thoughtful approach not only provided continued value but also opened avenues for re-engagement. encouraging them to reconsider and re-hire our platform and services. This multi-team collaboration highlighted our commitment to customer satisfaction and long-term relationship building with our customers.
Collaborative strategies to reduce churn and re-engage customers
In a collaborative effort with the Legal, Sales, Engineering and Platform teams, we tackled the challenge of reducing customers churn.
Our focus was twofold: to devise strategies that preemptively addressed potential churn and to assist already churned customers. We implemented a system that allowed churned customers to manage their work on our platform for an extended period. This thoughtful approach not only provided continued value but also opened avenues for re-engagement. encouraging them to reconsider and re-hire our platform and services. This multi-team collaboration highlighted our commitment to customer satisfaction and long-term relationship building with our customers.
Collaborative strategies to reduce churn and re-engage customers
In a collaborative effort with the Legal, Sales, Engineering and Platform teams, we tackled the challenge of reducing customers churn.
Our focus was twofold: to devise strategies that preemptively addressed potential churn and to assist already churned customers. We implemented a system that allowed churned customers to manage their work on our platform for an extended period. This thoughtful approach not only provided continued value but also opened avenues for re-engagement. encouraging them to reconsider and re-hire our platform and services. This multi-team collaboration highlighted our commitment to customer satisfaction and long-term relationship building with our customers.
Conclusion:
The cumulative impact
This journey was more than a series of tasks; it was a holistic approach to growth, user engagement, and operational efficiency.
The collaboration across teams not only lead to tangible improvements in our platform but also enriched my professional growth, underscoring the value of teamwork and innovation within the cybersecurity landscape.
Conclusion:
The cumulative impact
This journey was more than a series of tasks; it was a holistic approach to growth, user engagement, and operational efficiency.
The collaboration across teams not only lead to tangible improvements in our platform but also enriched my professional growth, underscoring the value of teamwork and innovation within the cybersecurity landscape.
Conclusion:
The cumulative impact
This journey was more than a series of tasks; it was a holistic approach to growth, user engagement, and operational efficiency.
The collaboration across teams not only lead to tangible improvements in our platform but also enriched my professional growth, underscoring the value of teamwork and innovation within the cybersecurity landscape.