Mathilde Harvey
Tunbridge Wells,UK
Summary
Product Manager with a strong foundation in SaaS, scheduling solutions, and customer experience. Proficient in leading cross-functional teams to deliver user-driven features that reduce friction, improve adoption, and scale product impact. Skilled in data analytics, agile methodologies, and customer research. Multilingual and passionate about leveraging technology to solve complex workflow problems.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
Work History
Product Manager
Rotageek
London, UK
12.2023 - 04.2025
- Led the full product lifecycle for scheduling and database access features, contributing to a 30% reduction in database-related support tickets
- Collaborated with Engineering, CS, and Sales to define quarterly product roadmaps across a 6-person cross-functional team
- Conducted discovery interviews and GA-driven analysis to uncover pain points, resulting in a 15% drop in support tickets and increased login frequency
- Defined KPIs including ticket volume and NPS, helping drive a 10% improvement in customer satisfaction survey scores
- Delivered roadmap updates and demos to internal stakeholders and key clients to ensure alignment and transparency
- Scoped MVPs and sprint goals with developers and QA, maintaining feasibility while meeting business objectives
- Facilitated retrospectives and agile improvements, increasing sprint velocity and delivery consistency
Junior Product Manager
Rotageek
London, UK
06.2022 - 12.2023
- Supported product delivery for scheduling and reporting features impacting over 50,000 users
- Facilitated agile ceremonies using Jira, helping reduce blockers and improve sprint cadence
- Collaborated with Engineering, Design, and QA to translate user research into actionable product stories
- Leveraged GA and Miro to identify UX friction points, contributing to backlog prioritisation and UI enhancements
- Authored product documentation and release notes to improve team alignment and external communication
Customer Success Manager – Database Specialist
Rotageek
London, UK
02.2021 - 06.2022
- Delivered custom Power BI reports and MSSQL queries for enterprise clients, enabling advanced workforce data insights
- Reduced reporting-related support tickets by 30% through development of tailored data views and proactive client guidance
Customer Success Manager
Rotageek
London, UK
08.2017 - 04.2021
- Managed onboarding, training, and success for SME and enterprise clients, driving higher product adoption and renewals
- Created scalable onboarding documentation and training assets, reducing support dependency during implementation
- Led French localisation of the Rotageek platform, expanding market reach and enhancing UX for francophone users
- Supported clients using Intercom and Salesforce to resolve issues, monitor engagement, and surface product opportunities
Technical Support Agent
Kano
London
01.2017 - 12.2017
- Delivered Tier 2 support for hardware and software issues via email and live chat, resolving complex global support cases
- Created and maintained Help Centre documentation to streamline user self-service
- Trained new hires and passed customer feedback to product teams for continuous improvement
Education
Baccalaureate - Economics & Social Sciences
Lycée Branly
France 09.2009 - 06.2012
Skills
- Jira Cloud
- Jira discovery
- Trello
- MSSQL
- Power BI
- Salesforce
- Intercom
- Agile methodology
- Scrum methodology
Courses
- Intermediate MS SQL Server (2017)
- Product Management Foundations (2022)
- Product Roadmapping Micro-Certification (2023)
- Introduction to Generative Al (2025)
Languages
English
Fluent
French
Native
Italian
Intermediate
Spanish
Intermediate
Timeline
Product Manager
Rotageek
12.2023 - 04.2025
Junior Product Manager
Rotageek
06.2022 - 12.2023
Customer Success Manager – Database Specialist
Rotageek
02.2021 - 06.2022
Customer Success Manager
Rotageek
08.2017 - 04.2021
Technical Support Agent
Kano
01.2017 - 12.2017
Baccalaureate - Economics & Social Sciences
Lycée Branly
09.2009 - 06.2012
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