- Leading the strategic and tactical implementation of customer and employee education for the BrightWork suite of collaborative work, resource management, and business intelligence software products.- Designing and implementing the Customer Education tech stack, including Knowledge Base, Intranet, and Online Academy. Creating engaging content for onboarding and ongoing customer success.- Collaborating with Engineering, Marketing, Sales, Support, and Customer Success to build out a world-class Customer Education strategy, and owner of the learning journey for customers & the broader ecosystem.- Technical and content manager for corporate Intranet.

Dooblo provides SaaS market research data collection and professional survey software- Managed the creation, expansion, and operational aspects of the Customer Success division. Enabled worldwide business customers to expand their usage of this highly customizable solution, through technical project management, business reviews, and ongoing coaching.- Engaged with new customers during initial deployment of Dooblo, and targeted customers at critical points in the customer journey to ensure sustained adoption. Coached customers to be product experts.- Developed new onboarding processes, KPIs, and training content, allowing customers to achieve data collection results 200% faster, with 10x increase in data quality. Reduced support tickets for new customers by over 50%.

BrightWork provides enterprise SaaS collaborative work management software. - First Customer Success Manager hire at BrightWork, and defined related standard operating procedures. Partnered with US and international enterprise customers as the primary point of contact from Pre-Sales to Go-Live, including onboarding, implementation project management, software training, and software customization (process, website templates, report dashboards, workflow, SharePoint).- Owned the customer onboarding process (Design, Deliver, Deploy) and all related documentation, and was responsible for managing staff process training and adherence.- Reduced customer support incidents 33% through pro-active customer training efforts including consistent content updates. Wrote technical blogs and user guides, and scripted and delivered monthly prospect and customer webinars.

- Software solutions implementation and project management consulting for a variety of industries, including global financial services, international large law firm, and non-profit. Clients include Morgan Stanley, White & Case, and Green Vision. - Trained client organizations in project management best practices.- Responsible for developing custom training material for implemented solutions.

- Managed software projects spanning all divisions of the international law firm through entire project lifecycles, drafted related training documentation, and designed/delivered executive training sessions.

- Responsible for managing software projects, hands-on technical tasks, and business unit relationships for the international law firm, to ensure project deliverable success for customer facing technology initiatives.