Bio
People.health.Tech
Abby Panozzo graduated from the University of Wisconsin-Madison with a Bachelor of Arts in Gender & Women’s Studies and Psychology, as well as a Masters in Public Health. During graduate school, she developed an interest in the cultural context within the field of modern medicine and the impact thereon by the emergence of technology.
Entering the technology industry in 2013, she worked with some of the nation’s largest healthcare systems to implement a medical education platform for healthcare providers’ continuing medical education to improve patient safety. She joined HubSpot in 2015. At HubSpot she served as the primary marketing and sale advisor for 235+ small-medium businesses (SMB) and early-stage startup companies. In early 2017, she shifted focus to manage HubSpot’s enterprise accounts. She has a reputation for integrity, independent thought, and a relentless focus on results. Her contributions focus on building and scaling customer-centric processes consistent with a brand’s voice.
Experience
HubSpot, Principle III Customer Success Manager
April 2016 - Present
Abby is responsible for conceptualizing and promoting a welcoming program, referred to as onboarding for the SMB segment and HubSpot for Startup program. Abby succeeded in enhancing HubSpot’s welcome experience for its SMB and HubSpot for Startup users through the conceptualization and promotion of an automation component of HubSpot’s Customer Success Model. The program first started when she pitched automation to the Customer Success Management Team as an important step in the development of their Customer Success Model and in delivering a more effective welcome experience to our users.
Working with product, marketing, operations, etc. she managed the white boarding of a series of onboarding paths, wrote the copy for their emails, and helped put in place the infrastructure needed to launch and scale the program. Once live, she was responsible for monitoring the performance and making adjustments to improve customer adoption of the platform.Starting with email as the one form of communication email open rates ranged from 47-87% open rate with a click-through rate that led to the customer's app ranging from 10% - 57%.
After the successful initial launch and maintenance of the program, she helped roll out the automation to HubSpot's international segments, HubSpot's localization team for translating, and to the remainder of our customer cohorts before the program was folded into a new department, the Customer Lifecycle Management Team. The Customer Lifecycle Management Team was created as an operational cross-functional team focused solely on the holistic vision and development of the entire HubSpot's Customer Lifecycle, while HubSpot's Customer Success function became even more focused on customer dollar retention.
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HubSpot, Customer Success Manager
February 2015 - April 2016
Abby worked with hundreds of diverse companies to grow and operationalize their sales and marketing efforts. As one of the sole representatives of HubSpot's first SMB Customer Success segment and HubSpot for Startup, a program which subsidizes HubSpot's software for early stage companies, she worked cross-functionally and on a global scale with sales, marketing, product, support, and operations to promote and enhance the SMB customer experience and service model.
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Follain, Store Educator
August 2017 - June 2018
Abby shares her passion and enthusiasm for wellness and natural, non-toxic skincare products as a Follain Store Educator. In this role at their brick & mortar location, she educates Follain’s clients about their skincare needs and finding the best products for their routine. She supports Follain’s retail operations through inventory management, merchandising, and maintaining Follain’s visual brand standards.
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APS,Client Services Manager
October 2013 - February 2015
Abby worked with some of the nation’s largest healthcare systems to implement a medical education platform for Obstetrician and Gynecological healthcare providers to support their continuing medical education to improve patient safety.
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Apple Retail,Genius administrator
November 2012 - September 2013
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Forward Health Group, Graduate Researcher
January 2012 - January 2013
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2018 Triathlon Training
Interests
Behavioral Psychology
Organizational Leadership
Customer Lifecycle Modeling
Conversational Design
Human-centered Design
Design Thinking
User Experience
Artificial Intelligence & Machine Learning
Education
General assembly, Boston
Product Management Certification
Graduated November 2016
University of Wisconsin, Madison
Master of Public Health
Capstone: Driving Improved Health Outcomes in an Era of Evidence- based Medicine
Graduated May 2012
University of Wisconsin, Madison
B.A. - Double-Major
Gender/Women’s Studies & Psychology
Graduated May 2009
boARD MEMBERSHIPS
Survjustice, Washington d.c.
Board Member
June - December 2017
Board President
2012 – 2014
Talks
Emerging technology & anti-violence activism
UW Women's Studies & LGBTQ Conference & wcasa
2008