Customer Onboarding & Enablement.
Rebuilt customer onboarding with automation, health scoring, and alerts — cutting it from 60 to 40 days with a smaller team — and launched a LearnWorlds academy that reached 1,000+ learners in six months.
Created new process for customer onboarding that incorporated automations, health scoring, and alerts. Along with updated collateral, this reduced onboarding from 60 to 40 days and with a smaller team.
Tech Stack: Salesforce -> Churnzero -> Jira, utilizing secondary tools like Calendly, Survey Monkey and Google Slides to pull it all together.
My role: From creating v1 of Workable onboarding, to continuous refinement across customer segments, and finally designing a white glove experience for a new product from the ground up. I solicited input from sales and account management teams, piloted the process with customers, and created ongoing monitoring and reporting.
Challenge and how we succeeded: We needed to deliver an onboarding process at scale (dozens of new customers per week) without being totally hands-off. I looked for every opportunity to automate and simplify repetitive tasks: the handoff and welcome email was automated to provide customers a fast update, we utilized a questionnaire for some accounts that collected basic information and allowed us to immediately deliver value in the kickoff call instead of running through questions like “what is your role?” Combining this process with the customer training academy saved hours on every account, and let team members stay involved in areas that were more consequential.
Customer training academy
Launched a training academy on Learnworlds LMS with persona-based courses, including “getting started”, to help scale customer onboarding and reduce support volume.
This approach replaced most live and on-demand webinars, and was complemented by targeted in-app notifications for new product releases and customers showing low adoption.
Outcomes included over 1000 learners in the first 6 months, 90 minutes saved from each new onboarding engagement, and supported the reduction in overall support contact rate.
My role was strategic in defining the vision and goals for the project, provided operational support in selecting the tool and overseeing the technical setup, and reviewed the learning materials. Content creation was led by my team.
Key CX considerations were creating smooth login and navigation, providing segmented paths to accommodate different types of users (everyday admins vs. occasional users, as well as different product types), and ensuring data synced from Learnworlds back to Churnzero & Zendesk for team visibility, reporting, and accurate customer comms.
