Led knowledge management strategy supporting 6,000+ member internal audience and 1M+ clients globally. Collaborated cross-functionally across Go-to-Market teams on comprehensive enablement strategies for new product launches. Determined team goals, anchoring to key business OKRs. Oversaw request intake process, assigning appropriate prioritization by business impact. Partnered with Communications and Training leadership teams on synchronization of content creation and dissemination. Led projects to implement new technologies to evolve information sharing practices.-Partnered cross-functionally with 200+ SMEs to maintain 90%+ knowledge article freshness rate to deliver accurate, relevant information to GTM teams and clients-Led organizational content governance system to drive engagement to the knowledge base as the single source of truth garnering daily repeat visits from core target audience-Oversaw yearly content audits to achieve regular information consolidation, continually reducing content volume by 15%-Led research event to gather user behaviors by interviewing a representative sample of 25 international audience members to better inform content strategies aligned to time savings-Continually collaborated with technical support team to analyze case trends and implement content modifications that would encourage self-serve troubleshooting to influence positive case deflection metrics for internal efficiency gains-Partnered with Client Success organization on strategies to improve content and increase traffic to help articles in an effort to reduce case/call volumes to align with workforce management-Aligned help article releases with marketing campaigns to aid in achieving product adoption goals

Led team of content creators in the development of engaging knowledge material to enable clients and client-facing teams. Created and evolved processes to maintain content accuracy. Partnered with teams across the organization on collecting core information to display optimally within the knowledge base. Discovered data sources to correlate content use with positive business outcomes. Regularly measured content success and implemented solutions to increase effectiveness. Generated feedback loop for consistent content improvement. Tracked content usage and monitored relevancy to eliminate outdated resources. Ensured content messaging was consistent across all mediums and adhered to a uniform style guide. Developed and grew the team for individual and departmental success. Grew and scaled an international team to support unique market needs.-Grew team of international technical writers and digital creators from 3 to 13 members-Oversaw project to localize the internal knowledge base to 3 additional languages which entailed collaboration with Engineers to build unique Salesforce communities-Implemented a topic-aligned content management structure to best align team to SME partners and improve content quality through individual expertise-Implemented a streamlined intake process through JIRA to scale to 600+ requests/month in conjunction with the GTM Communications team, preventing backlog and successfully aligning content upkeep with communications output for robust data storytelling-Partnered with L&D on the creation of a reinforcement e-learning to foster continuous education on best practices for effectively using the knowledge base to find information needed to successfully support and sell to clients with completion rates exceeding industry standards, contributing to increased KB engagement and decreased page bounce rates-Partnered with chatbot Engineers to integrate help articles to surface relevant content to users in an effort to reduce case volumes

Effectively managed knowledge resources for use by clients and client-facing teams. Mentored team members and provided input on projects. Assisted in strategic decision-making for managing content on our knowledge sharing platforms. Facilitated relationships and represented the team in cross-collaborative meetings. Onboarded new team members. Assisted in team planning and process creation for growth and consistency.-Oversaw project to migrate all internal product and process information from decentralized Google Docs and Wiki pages into a Salesforce Knowledge Community organized by topic, under a uniform style guide, branded as "Indy"-Created a content strategy for the internal intranet and knowledge base and generated campaigns to gain user adoption

Collaborated with internal stakeholders to collect available resources and communicate them out to the Client Success and Sales teams. Represented our client-facing teams and provided necessary feedback to Marketing as they created collateral and campaigns. Created internal and external resources to support client-facing teams. Collaborated with communications team members on strategic vision for supporting global organization with communications and resources.-Curated a unique weekly newsletter using advanced email targeting tools through the Poppulo software to proactively share available resources with Client Success and Sales team members garnering an 85%+ open rate

Collaborate with Senior Strategic Account Executives and Client Support Specialists to build relationships and optimize accounts with growth opportunities. Set goals to grow and retain existing business. Develop creative solutions for account set ups to help improve overall performance. Diagnose high-level technical problems and assist with resolution. Conduct face-to-face meetings with top clients. Construct custom reporting and data to share with clients to help measure performance and ROI.

Collaborate with clients, Sales, and Account Management as a technical point of contact. Manage a book of business and strategize for optimal results. Diagnose technical problems and assist with resolution. Set up new accounts and help clients measure their success. Organize and conduct training and shadowing for new hires. Develop projects and presentations to further educate the team on new concepts.