Heather Jacobs.
Portfolio / Selected work

From complexity
to something that works.

A closer look at the teams, programs, processes, and products I’ve led or built. Executive perspective, with hands-on delivery behind it.

4 projects

01 / Leadership & operating modelLendware / Aidium

Building the organization behind the customer promise.

Connecting professional services, implementation, enablement, and customer success through a shared delivery model.

Organizational leadershipDelivery operationsCustomer journey
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My role

VP, Professional Services & Customer Success; earlier Director of Professional Services and Product Operations Manager.

The challenge

Leading post-sales requires connecting commitments made during the sale with the teams responsible for implementation, adoption, and ongoing support.

What I led or built

Led professional services and customer success, managed technical implementation leaders, and developed internal onboarding and operational processes. Combined executive direction with hands-on work across delivery and enablement.

Work & evidence

Experience spans customer-facing delivery, internal enablement, workflow tooling, and operational systems. Supporting work includes a defect process, a Freshdesk migration, and company SharePoint.

02 / Technical delivery & enablementTotal Expert

Making API implementation expertise repeatable.

Turning technical knowledge into a program that implementation teams could learn and apply.

API implementationTechnical trainingTeam development
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My role

Implementation and professional services management; brief leadership of the Solutions Delivery team.

The challenge

Customer integrations require technical understanding alongside clear delivery expectations. Knowledge needs to be accessible beyond the individual who first solved the problem.

What I led or built

Developed API training and an API implementation program. Managed technical implementation managers responsible for customer integrations and connected technical execution with customer-facing delivery.

Work & evidence

Created training and implementation program materials. Hands-on experience also includes APIs, webhooks, Total Expert Journeys, Lendware Automations, Zapier, Make, and n8n.

03 / Program delivery & process designBoston Scientific · Contract via Dexian

Surfacing the gaps between integration workstreams.

Mapping business processes and coordinating across teams in acquisition integration.

Cross-functional coordinationProcess mappingAcquisition integration
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My role

Senior Project Manager, Acquisition Integrations, with a Cash-to-Customer focus.

The challenge

Acquisition integration crosses processes, regions, and ownership boundaries. Process mapping helps make those dependencies and gaps visible.

What I led or built

Mapped Cash-to-Customer and Procure-to-Pay processes, identified a gap involving acquisitions outside the U.S., and coordinated with project managers, the program manager, and workstreams.

Work & evidence

The work produced process maps and surfaced a gap for integration stakeholders to address. This overview intentionally excludes internal process details and acquisition information.

04 / Product building & applied AIPattera AI · Red Thread Archive

Building a product from a problem I experienced.

Developing a knowledge archive that helps writers connect their material and explore patterns with AI.

Product strategyAI workflow designHands-on building
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My role

Founder and product builder.

The challenge

Red Thread Archive began with the challenge of managing a novel through repeated revisions, where characters, events, and connections became difficult to track.

What I led or built

Built a product around linked records, AI-assisted extraction, continuity checks, timelines, and knowledge exploration. Applied firsthand writing experience to product decisions and workflow design.

Work & evidence

Red Thread Archive is a concrete example of translating a user problem into a working product. Product development remains distinct from claims about commercial adoption or measured customer outcomes.

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