After HP acquired Poly, my role expanded to include enhancing the interaction between Poly headsets and HP commercial PCs. This shift allowed me to focus on collaborating with multiple teams to create a seamless integration between the two product lines, improving compatibility, and elevating the overall user experience. 

I worked hand-in-hand with a group of portfolio product managers, diving deep into their world to fully grasp the unique details of their products and industries. This collaboration gave me valuable insights that helped guide a larger mission: to merge and harmonize the various product backend platforms. By understanding the nuances of each product, I was able to identify key opportunities for integration that would streamline operations and align with the broader business unit strategy. It was a process of discovery, innovation, and teamwork, ultimately leading to a stronger, more unified approach across the whole portfolio and the entire business.

I took the lead in driving the software product roadmap for the headset business unit, ensuring every milestone aligned seamlessly with the company’s larger goals. It wasn’t just about planning for the next feature or update, it was about strategically guiding the product’s evolution to meet both immediate needs and long-term objectives. By working closely with stakeholders and keeping a pulse on market trends, I ensured that each decision moved us closer to our vision while staying true to the broader business strategy. This approach allowed the roadmap to become more than just a plan—it became a path to continued growth and innovation.

Product Manager

Poly

Driven by a desire for improvement, I led a series of key initiatives that completely reshaped the software release cycle. By streamlining processes and introducing more efficient methods, we doubled the release cadence per year. This newfound speed allowed us to deliver critical updates and new features, ensuring we stayed ahead of customer demands. The impact was significant—faster feature deployment, improved user satisfaction, and a stronger, more agile development team ready to tackle new challenges.

Developed and launched an entirely new software strategy for the headset group, designed to introduce cutting-edge features, functionalities and processes. The strategy was built with a focus on enhancing every aspect of the user experience, including strengthening our relationship with customers. Through a careful blend of innovation and execution, we successfully integrated these improvements, making the headset more dynamic and user-friendly. The outcome was transformative: users now enjoy a smoother, more engaging experience, and the headset product became a key player in their everyday routines. This marked a significant leap forward in both functionality and customer satisfaction.

NICE inContact

Led the strategy for launching five new digital channels, carefully crafting a plan that would not only meet market trends but also cater to evolving customer needs. From concept to execution, I guided the development process, ensuring each channel was built to enhance the product and offer a better user experience. The successful implementation of these channels marked a turning point, as they seamlessly aligned with both market demands and customer expectations, driving meaningful improvements and boosting the product's overall value.

I worked closely with the curriculum team to bring a new training initiative to life. Together, we developed and delivered a series of internal training videos for a new product, designed to improve staff proficiency. The collaboration was key, by combining their expertise in education with my product knowledge, we created engaging and effective training materials. The result was a more confident and capable team, fully equipped to understand and support the new product.

Product Manager II

I designed tailored onboarding and training plans for a diverse range of customers—SMB, mid-market and enterprise. Each plan was carefully customized to address the unique needs of each client, ensuring they had the tools and knowledge necessary for a smooth platform launch of NICE InContact. By focusing on their specific challenges and goals, I was able to help them hit the ground running, setting them up for long-term success right from day one.

I conducted hundreds of in-depth training sessions, both live and remote, engaging with various departments to empower our customers. Each session was designed to provide them with the essential skills needed to navigate and utilize the platform effectively for their unique needs . With each interaction, I could see how their newfound skills transformed their approach, enabling them to leverage the platform to its fullest potential.

Customer Onboarding Manager

I organized and led an intensive three-week technical support training program, bringing together partners eager to enhance their skills. Each day was filled with hands-on exercises, engaging discussions, and real-world scenarios, all designed to equip them with the knowledge they needed. By the end of the program, the partners emerged certified as tier 1 support providers, ready to offer exceptional service to their customers. It was a proud moment for everyone involved, knowing we had set them on a path to success.

I set out on a collaborative journey, working alongside various departments to tackle a common challenge: the high volume of trouble tickets from newly onboarded customers. Together, we brainstormed and implemented strategies, sharing insights and expertise from each team. It was a collective effort, fueled by our shared commitment to enhancing the customer experience. Slowly but surely, we began to see the results of our hard work. Through proactive measures and streamlined processes, we successfully reduced trouble tickets by an impressive 40%. This achievement not only eased the burden on our support team but also brought greater satisfaction to our customers, who felt more confident navigating our services.

Technical Support Engineer II

Total Protection Inc

Lead Security System Technician

Hi, I’m Kody, and I’m seeking my next opportunity as a Product Manager at a B2B SaaS company.

As a customer-obsessed, technically proficient Product Manager, I excel at deeply understanding my product to create exceptional customer experiences that drive retention and loyalty.

My path to Product Management wasn’t traditional—I started in Customer Support, where I onboarded hundreds of users and gained extensive technical expertise. I used to think Product Managers just attended meetings and acted as Subject Matter Experts. That changed when a Director in the product encouraged me to apply for an open Product Manager role. Initially, I was skeptical, and so was the hiring manager, who questioned why we were even meeting since I didn’t have a PM background.

But after our conversation, he saw what I could bring to the table and said, “You’ve been customer-facing for four years and know the product inside and out. I can teach you product management, but I can’t teach someone to be naturally customer-focused. And you are exactly who we need.”

Since then, I’ve devoted time and energy to learning and driving continuous improvements in customer experience and retention—and I absolutely love it! 

Now, I’m eager to connect with customer-driven SaaS companies or fellow PMs to explore new opportunities and share stories on how to innovate product management.

Let’s connect!

Kody Davis

inContact

Senior Technical Account Manager

Technical Success Advisor

Technical Account Manager

2 T's Lawncare and Landscaping

Landscaping, Lawn Care, Irragation, and Sprinkler Maintenance to residential and commerical properties.

Owner

GoEngineer

•	Technical support for SolidWorks products with special emphasis on Enterprise Product Data Management.  Dealing with SQL Database issues, installation, and technical problems for engineering customers. 
•	Installation and Implementation of Enterprise Product Data Management and other SolidWorks Products.

Technical Support Engineer

3M Health Information Systems

Wrote RFP’s and RFI’s proposals as needed for the sales support department. Assisted the RFP team in responding to technical support questions. As well as talking to customers about technical issues in response to these proposals. 

Created and maintianed a demonstration tool for the sale representatives.Developed cross-functional groups for input and maintenance of the seventeen applications needed in the tool.  Worked with all levels of individuals in the organization.

Maiintained equipment inventories and cost for mobile connections. Save the company $45,000.

Systems Operations Analyst

CUSA Technologies

Responsible to see that credit union statements were processed in a timely manner.  Managed a team of six full time employees.

Production Manager

TeamNet Sales

Strategic consulting including incentive and recognition programs for small to medium-sized organizations.  These were developed to encourage excellence in the organization or as appreciation gifts for new clients.

Self- Employed

CompHealth

Designed a help desk system which assisted internal customers with IS and telecommunications issues.  Created customer tickets and tracked problems through to resolution.  Prioritized calls so that urgent calls could be resolved more efficiently.   Information gathered from these tickets were used to design training classes and to improve customer relations.  Training classes helped reduce the number of calls received by almost 25%.•	

Developed strategic directions for IS team helping the organization achieve its goals through the utilization of hardware and software technologies.  Designed and implemented project plans for the implementation and upgrade to Citrix for the Customer Support Team reducing the need for expensive desktops and better security.

Technical Services Manager

Dedicated, results oriented, professional, offering versatile experience in delivering customer solutions involving many stakeholders.  Demonstrated ability in account management, project management and a creative problem solver in response to customer requirements.

Specialties: Technology evalutaion and implementation, Call Center Managment, Compensation Analysis, RFP writer.

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The Battle

Kody Davis

Terry Evans

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