Kelly Mcnamee Email & Phone Number

United States

United States

• Leading a SaaS customer education, documentation, customer marketing, and digital-led customer success program. My team focuses on:
• Offering ondemand and live training and certifications through an online academy that guides onboarding, adoption, and optimization for low-touch customers
• Creating private academies for strategic customers that offer a bespoke user experience
• Growing a help center that is heavily utilized by prospects, customers, and internal teams to troubleshoot common issues and guide customers back on track
• Building a customer success digital journey through strategic emails, in-product messaging and CSM touchpoints
• Keeping customers informed through a communications program that includes release announcements, event invitations, newsletters, and more.

• Led the strategy and development of a new customer education program for MarTech startup designed to reduce customer time to value and scale customer success. Some of the 3 person team’s achievements included:
• Increased OnDemand course completions by over 100% in 9 months by better aligning content to learner needs, and improving ease of access.
• Improved product adoption by an average of 70% for thousands of end-users through the creation of an education services program.
• Launched an interactive training webinar program designed to decrease time spent by Customer Success Managers to onboard new users.

Raleigh, North Carolina

• Created and scaled a customer training and success program from scratch for a 35M ARR company that continues to make a significant impact on customer adoption, retention, and revenue. Improved practice management.
• Deployed Skilljar online learning platform for 10K+ US and CA law firms in less than 90 days
• Attracted over 7,000 online university and knowledge base portal users in first 9 months, with a continued growth rate of 10% per quarter
• Managed On Demand video library, including the creation of new content using Camtasia and Vimeo
• Launched Live Online training certification programs that re-engaged hundreds of inactive customers in the first 90 days
• Developed an online university best practices framework using Confluence that is now used across the LEAP global companies

Raleigh, North Carolina

• Overhauled training program for employees and customers with up to 2000 learners at rapidly growing startup healthcare technology company. Used learning to achieve multiple key business objectives including healthcare.
• Led small team of employees and agency learning experts to develop objective-driven eLearning, webinars and workshops using Adobe Captivate, Bridge LMS, Camtasia, and Zoom.
• Implemented learning content authoring, hosting and management systems that align with an agile software environment
• Enabled the company to scale its distinctive competency by redesigning Digitizer onboarding training
• Maximized user adoption and retention through onboarding training plans with strategic customers

Raleigh, North Carolina

• Executed a strategic communication plan that increased customer satisfaction associated with a portfolio of five software products generating $75M in annual revenue. Program team included on- and off-shore resources.
• Utilized NPS data to create value-driven communications that increased customer engagement by 50% in less than one year
• Decreased content creation time by more than 50% through a Six Sigma project that identified the root cause of delays and institute fixes including process improvements and project templates
• Increased customer communication opt-ins by 20% in eight months through customized content and a multi-channel campaign
• Established engagement metrics that revealed 95% of customers engaged with the newly built marketing program

• Product Manager and Product Marketing Manager for $3.1M education, consulting and reporting services program to support a portfolio of five products generating $75M in annual revenue.
• Increased revenue with better service definition, packaging, pricing, promotion, and enablement
• Built a Sales Enablement program including objectives, budget, metrics, and team hiring
• Created a recurring revenue stream using Pragmatic Marketing skills to package education, reporting, and consulting services into an annual subscription offering

Raleigh-Durham, North Carolina Area

• Managed instructional design for a $1.1M education services program including packaging and pricing training offerings for 11 software products generating $130M in annual revenue, identifying selling channels, and.
• Developed and implemented new processes/procedures that enhanced communication among key stakeholders, reduced the curriculum development timeline and improved product quality
• Increased training purchases by 35% through a Six Sigma project that improved package pricing options
• Introduced SAM training methodology to create agile processes, engage stakeholders, and reduce rework

Raleigh-Durham, North Carolina Area

Provided training and support to software users in private/public classrooms and virtual settings. Managed curriculum revisions as needed, analyzing business needs, requirements and available resources to successfully complete projects.

Greater Chicago Area

Planned and facilitated online and in-person training sessions; hosted new-hire orientation and provided one-on-one coaching.