CUSTOMER EDUCATION PROGRAM
2023 SUCCESS!
In just one year, this program...
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achieved 18.4% ROI value,
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saved $181,000 annually in process improvement,
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decreased CSM enablement time by 50% YoY (2022-2023),
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increased product adoption 40% within < 30 days post training, and
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surpassed annual benchmarks for LMS adoption and in-depth utilization (compared to national averages of SaaS organizations Customer Education programs).
STRATEGY & ROADMAPPING
Our 2 year enablement plan includes both on-demand and ILT solutions. My contribution includes 25+ video deliverables, dozens of workshops, and 6 certification pathways. We are measuring success through usage metrics in Mixpanel, knowledge validation via skill application through API integration, and course completions in Skilljar.
PROGRAM OVERVIEW & CERTIFICATIONS
The entire curriculum includes two main sections to be developed over the next 2 years. The first section is on-demand and the second section is a series of live workshops to be held with customers. The on-demand curriculum includes videos, guides, articles, practice activities, quizzes, and certifications.
The certifications are granted after a learner has earned an 85% or higher on the quiz and performed a series of exercises in their Bluecore environment, which we will credit via API integration. We use trigger events and webhooks to "talk to" the LMS and notify us when a learner has completed real-life activities successfully. This way, we are able to validate more than just knowledge or memory - we are able to validate actual behavior and skill application.
COURSE DESIGN
I personally design and develop every single deliverable to ensure it's artistically aesthetic. assets are either handmade or sourced from Envato Elements, and deliverables are edited using Adobe Creative Cloud tools. I am also collaborating with internal designers to establish a design system for the learning team that includes thumbnail graphics, bumper intros and outros, music samples, transitions, and more. These elements are repeatable allowing for efficient, consistent, and beautiful designs.