Director of Customer Education

• May 2022 - Present

Time to innovate and build! We'll be building out a certification program for customer enablement and a robust help center for self-service training and support. Time to innovate and build! We'll be building out a certification program for customer enablement and a robust help center for self-service training and support.

Senior Director, Documentation and Certification

• Apr 2020 - Jun 2022

Responsible for the vision, strategy, and execution of our customer training initiatives. I oversee four different teams that focus on delivering user-friendly training materials. The Technical Documentation team owns all of the content found on https://support.procore.com, which includes 6k pages of tutorials, FAQs, interactive workflow diagrams, training videos, release notes, and more. The Procore Certification team is responsible for publishing 27 role-based Procore Certification courses, which help streamline the customer onboarding process for our Implementation Managers. Lastly, the Training Management team manages two ARR products I invented called Training Center and Certification Center. I’m also leading a project that will give Procore the ability to deliver on-demand, virtual hands-on labs to thousands of users per month, where users can follow voice-guided instructions in their native language on our web platform as they interact with the Procore platform in a scenario-based training project.Launched a project called the App Marketplace Showcase, which gives Procore Partners the opportunity to create custom courses on our Learning Portal to market their integrations to the 13k+ MAUs on the Procore Learning Portal. (https://learn.procore.com/page/app-marketplace-showcase).Managed the Localization team (1+ yrs) and guided the transition from hand-translation to machine translation with light/full post-editing, which accounted for a 70% reduction in translation cost savings.KPIs:- Support Center: 155k MAUs; est. operational cost savings of ~$2.2M/qtr.; 40+ Google Featured Snippets (try searching for "upload drawings"), 500 keywords where a page is ranked within the top 3 search results (Jan-21)- Procore Certification: 150k Unique Procore Certified Users; 67% Course Completion Rate; Avg. NPS score: 53; someone becomes Procore Certified every 4.5 minutes.I'm also currently on the Customer Advisory Board of Skilljar. Show less

Director of Documentation and Certification

• Sep 2016 - Apr 2020

Technical Publications Manager

• Jun 2014 - Sep 2016

My initial charter was to build a technical support site for customers and certification program. I evaluated and selected the tech stack, hired a team of technical writers, and partnered with other departments such as Marketing, Customer Success, and R&D to build out and launch Procore’s Support Center site (https://support.procore.com) in less than three months. In its first year the site contained over 2k help articles and received over 100k page views/mo. I architected the site and added a lot of the CSS customizations that are still used today. I built out a ticket deflection tracker (https://support.procore.com/references/contact-support) to track our success over time. I am most proud of hiring and mentoring each team member to challenge themselves and pursue excellence. Several team members have also transitioned into other roles in the company and are thriving in their respective roles, which I would consider positive attrition. Strategic Projects:- Launched Procore's Certification program (https://learn.procore.com) in less than one month. In less than 14 months the program offered five new role-based certification courses. Over 10k users became Procore certified in the first year. Our LinkedIn integration lets users add certificates to their profile.- Launched Procore's API Documentation site (https://developers.procore.com) in less than a month.- Built a metric-based Support Ticket Deflection Tracker by using a dynamic search, trackable string, and Google Analytics. (~75 tickets deflected/mo.)- Launched Procore's first end user community in LinkedIn called the Procore Certified User Group. 2400+ members as of Dec-19. Show less

Technical Publications Manager

• Mar 2014 - Jun 2014

Responsible for all aspects of the Technical Publications department. Key documentation projects included RightScale's Self-Service Portal, Cloud Appliance for VMware vSphere, and the most recent (v14) ServerTemplate release. In addition to delivering the expected deliverables such as release notes, product documentation, and custom documentation for Professional Services engagements, I also completed several self-driven projects. For example, I authored and published RightScale's Administrators Guide, which is a comprehensive manual that explains how to properly set up an Enterprise-class account that follows RightScale and cloud best practices. I also designed and launched RightScale's 'Reference' account, which showcases the full depth and breadth of the RightScale cloud management platform featuring over 25 fully configured cloud reference architectures demonstrating various 3-tier software stacks across all eight of the supported public and private clouds. It serves as a great training tool for new users as well as serves as an inbound lead generation tool. Show less

Senior Technical Writer

• May 2012 - Mar 2014

Key contributor of technical content to RightScale's support website (support.rightscale.com). Contributed 1000+ documents and hundreds of technical graphics. Work closely with software engineers and other SMEs to develop strategic pieces of documentation that cover advanced topics and best practices. Help develop training materials for instructor lead training classes. I also lead a strategic cross-functional team focused on increasing customer adoption of a key product. Occasionally I also serve as a Technical Trainer where I teach customers how to use the RightScale dashboard to launch and manage their web architectures in cloud infrastructures such as Amazon EC2. Although most training engagements involve on-site training, I have taught some sessions virtually as well. I've trained both start-ups and enterprise companies both in the United States as well as internationally, including a few Fortune 500 companies such as Amazon Web Services (Japan) and Hewlett Packard. Show less

Communications Manager

• Feb 2008 - May 2012

When you join a small start-up company you must be willing to wear many hats. In the early days of RightScale there was no marketing department or documentation team so I redesigned the marketing website (www.rightscale.com), company blog (blog.rightscale.com), and set up the technical support website (support.rightscale.com). I also wrote marketing collateral, designed trade show banners, and set up social media marketing outlets such as the RightScale LinkedIn group and YouTube channel. Although my primary focus throughout that time was to build a "best in class" support site complete with tutorials, reference information, user guides, FAQs, release notes, and more. Show less

Owner

• Jan 2006 - Jun 2012

Communications Manager

• Mar 2007 - Feb 2008

In charge of producing marketing communications materials for SynqNet Technology. Produced product datasheets, white papers, designed and managed www.synqnet.org website. I also managed the Technical Publications department where I oversaw the development of the support documentation for the software and hardware products of our motion controllers (support.motioneng.com). In charge of producing marketing communications materials for SynqNet Technology. Produced product datasheets, white papers, designed and managed www.synqnet.org website. I also managed the Technical Publications department where I oversaw the development of the support documentation for the software and hardware products of our motion controllers (support.motioneng.com).

Senior Technical Writer

• Sep 2000 - Feb 2006