Experience

Work history

Enterprise Consultant @ Coefficient

Enterprise business strategy and technology solutions consultant.

Senior Manager, Customer Education @ Common Room

Responsible for building and implementing a scaled education and success strategy across the entire post-sales customer journey.

Reduced onboarding time by over 50% by creating and launching the content and backend architecture of our first scaled customer onboarding experience.
Built scalable, automated feedback loops to identify knowledge gaps and improve the accuracy and relevance of all education content.
Designed a knowledge management and content distribution strategy for both internal and external use.
Coordinated with marketing, product, and engineering teams to establish partnerships and produce internal training and content around new features, functionality, and processes.
Created a single source of truth to document our entire product, along with best practices and automated processes for the CX organization.

Manager, Support Operations @ Airtable

As an early hire at Airtable, I gained a wealth of experience around how to deliver amazing customer service in a SaaS environment. I held several roles, ranging from technical support to pioneering new business functions and supporting teams.

Manager, Support Content Operations

Achieved an industry-leading self-service rate of 35:1 by creating Airtable’s self-service strategy and content operations team, empowering customers with effective content and workflows.
Reduced support ticket volume by 30% by creating a targeted content strategy that allowed for rapid creation and improvement of customer-facing content.
Delivered a 51% instant resolution rate for inbound support questions through the evaluation and implementation of new software and supporting processes and practices across the support organization.
Strengthened knowledge sharing practices across the support organization by developing and executing on multi-year strategic plans that aligned with company goals (e.g. content strategy, knowledge management frameworks, Knowledge Centered Service, learning paths, product launch processes).
Achieved 95%+ KPI attainment through building an effective and scalable operations team with focus on skill building, career development, and alignment with company direction.

Project Lead and Manager, Support Operations

Led a team to acheive a standing CSAT of 4.5+ after establishing Airtable's first dedicated support team through leading recruitment, hiring, training, quality assurance, product enablement, and performance management.
Reduced new hire onboarding to four weeks by spearheading the development and implementation of Airtable's first LMS and course content for internal onboarding and training.
Streamlined customer support and education through program management, strategic partnerships, and implementation of scalable operating procedures, driving organizational efficiency and customer satisfaction.

Product Specialist

Provided direct technical support to 15k+ customers while managing internal projects to optimize operations and train staff, ensuring high-quality service delivery and organizational efficiency.
Pioneered the first on-site professional services engagement with enterprise organizations.
Led the design and implementation of various projects to streamline and scale Airtable's customer experience organization, supporting early-stage growth through hyper-growth stages with strategic planning and execution.

Web Developer, Freelance

Beginning with building websites for community organizations I was part of in college, I developed a freelance web development service that I ran for almost 15 years. Through this experience I gained perspective on working with small and medium sized organizations, learned front-end web development, and expanded my skills in UI/UX design.

Moreover, I discovered that I loved learning how to use different technology and tools, which fueled my transition into the tech startup world at Airtable.

Operations Program Manager @ The Austin Stone

Lead marketing and member education for new initiatives, ran implementation and enablement for new technology infrastructure impacting thousands of internal users, built financial modeling and forecasting systems, assisted with facility acquisitions, coordinated and hosted large events, and more.

Operations Director @ Habitat for Humanity

Grew annual income by 150% over a two-year period through improved internal processes and procedures, improved donor recruitment and procurement strategies, new marketing initiatives, and management of full-time staff and volunteers.

Toolkit

Software

Professional engagement

Certified Airtable Builder

The Airtable Builder Certification is designed for those who want to master the art of building and managing workflows in Airtable.

Moderator and Community Member, Support Driven

Support Driven is a community dedicated to Customer Support as a career. It's a great community to learn from others in the industry, build and sustain relationships, foster acceptance and belonging, and help others where you can. I'm both an member and a moderator in the community.

Guest Speaker, Support Driven Podcast

I hosted a fireside chat about managing and scaling content for SaaS companies (recording available on request).

Author, Product Education

I periodically write about product education here on Substack to offer practical guidance based on my experience in SaaS education.

Member, CX Accelerator

CX Accelerator is a non-profit community that exists to equip, encourage, and connect Customer Experience professionals at every stage of their career journey.

Member, Customer Education Org

Member, Write the Docs

Write the Docs is a global community of people who care about documentation. We consider everyone who cares about communication, documentation, and their users to be a member of our community. This can be programmers, tech writers, developer advocates, customer support, marketers, and anyone else who wants people to have great experiences with software.

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Last updated 5 months ago