Retooled the mixpanel help center. Integrated KCS workflow to write/update articles identified as content gaps by support team. Conducted UX research study with 9 customers. Defined and continuously monitored KPIs.
Refreshed 16 product tutorial videos, boosted Average Engagement metric by more than 30% over old videos.
Onboarded 22 new Support Engineers and CSMs to deliver the Mixpanel Intro Webinar.
Supported customers on technical issues via email and livechat, exited role with lifetime CSAT (Customer Satisfaction) score of 4.64/5.00.
Overhauled and presented weekly support webinars. Improved Average Interest Rating more than 15% through ongoing improvement.
Analyzed metrics of existing video library (views, play rate, play location). Identified correlation between video engagement and customer retention, published first new feature video.
Executed video strategy for the Optiverse. Scripted, recorded, animated, edited, and published product videos, e-learning clips, and interactive workshops.
Managed the knowledge base by writing, editing, and updating articles. Created visual aids (screenshots, GIFs, videos).
Designed instructionally sound training decks for Solution Architects teaching customers Optimizely Personalization.
Managed over 100 accounts with a total annual spend of $11.6MM. Exceeded quota by 46% for Q2 FY14 with the highest-grossing Retail Business Team worldwide.
Advised Co-founders, C-level executives and Directors of tech startups on procurement, IT management, and repair strategies.
Leveraged internal Finance, Sales Support & Enterprise teams to initiate programs catered to the unique needs of our high-growth customer base.