Kelly Mcnamee Email & Phone Number

Chapel Hill, Nc, Us

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 (front and back office) for 10K law firms using PCLaw | Time Matters software. 5 person team achievements include:• 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• Turned around at-risk strategic customers through the completion of client success plans• Revitalized customer webinar program using GoToWebinar, leading to a 500% increase in monthly attendance• Developed automated CSAT customer survey program, Salesforce dashboards, and follow up workflows

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 compliance, customer success and employee development.• 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 that generated creative materials, launched emails, engaged via social channels and analyzed results.• 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 enabling sales teams.• 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.