Optimization of Payment and Billing Services for Hopin
Katy Osborn
Project Overview: Optimization of Payment and Billing Services for Hopin Duration: February 2022 - January 2023 Context: As a Senior Product Manager for Platform Services, Payments, and Billing at HOPIN, I led a strategic initiative aimed at enhancing the billing and payment structure within our global virtual conferencing and hybrid events ecosystem. This project was initiated during a challenging economic climate, marked by a need for rapid adaptation due to the COVID-19 pandemic. Objectives: 1. Unified Billing and Payments Structure: - Develop a comprehensive billing and payment system for four distinct products. - Encourage user spending while simplifying the invoicing process to enhance customer satisfaction. 2. Revenue Optimization via Automated Pricing: - Implement an automated system for usage-based pricing models and introduce customer-led opt-in feature pricing. - Aim to significantly boost revenue while simultaneously reducing operational costs through efficient pricing strategies. 3. Regulatory Compliance and Risk Mitigation: - Establish a robust payment and taxation infrastructure to ensure adherence to regulatory standards. - Focus on minimizing legal risks associated with payment processing and taxation. 4. Payment Integration and Management: - Oversee the management of Stripe accounts and integrate ACH payment rails to streamline payment processes and enhance efficiency. Outcomes: - Successfully launched a unified billing system that improved the user experience and facilitated increased spending across products.
The automated pricing model led to a notable increase in revenue and decreased administrative overhead.
Compliance with regulatory standards was achieved, significantly reducing the potential for legal complications.
The integration of ACH payment rails improved transaction speeds and customer satisfaction. Throughout this project, I collaborated cross-functionally with technical, compliance, and marketing teams to ensure alignment with business objectives and user needs. This initiative not only strengthened Hopin's payment and billing framework but also positioned the company for sustainable growth in the digital events landscape.
