Customer Education at Protenus

As the first Customer Education Manager for Protenus, I was tasked with building out the program from scratch. My first order of business was to assess the current state of customer training – how are customers being trained today? What resources are already available to them? What are the most important customer needs that we’re not already addressing? Once I had the answers to those questions, I was able to begin working on a strategy and socialize customer education as a strategic program (not just a series of ad-hoc activities) to other areas of the business.

Vision & Objectives

Faster time to value. The Customer Education Program strategy began with helping our new customers get up and running in the Protenus platform quickly, often on their own time, using high quality training resources.

Operate at scale. Part of being able to operate our Customer Education Program at scale included standing up a self-serve training solution (Protenus Academy), reducing the burden placed on CSMs, et al., who were solely responsible for training customers at activation (and beyond).

Build customer loyalty. In addition, the strategy aimed to deliver continuing education and just-in-time training to existing customers with the ultimate goal of increasing customer retention.

Deliver value. Lastly, a strong education strategy helped further the company’s goal to deliver meaningful value for customers by helping to increase feature adoption.

Metrics

Program Level Metrics

New course enrollments
Assessment scores
# of active users
Course completion rate
Learner satisfaction scores

Business Outcomes

Reduction/impact on support tickets
Decrease in CX operating costs
Increase in average ARR per CSM
Training → NPS correlation
Customer retention/churn rate
# of customer renewals/upsells
Increase in feature adoption within first 30/60/90 days of rollout

Notable Results

Implementation of this program resulted in a 12% reduction in Tier 1 support tickets, a 30 point increase in NPS for users in Academy vs non-Academy, and a 14% reduction in CX operating costs (CSM time saved).

Customer Education for HomeSafe Alliance

HomeSafe Connect Academy with a list of eight learning paths

During my time at Updater, I built and launched HomeSafe Connect Academy, the learning platform for everyone involved with the U.S. Transportation Command’s Global Household Goods Contract (GHC), complete with learning paths and comprehensive assessments for each learner persona who will be working with the various HomeSafe Connect software products.

This was a particularly challenging project due to the condensed timeline to launch a full training program for all involved, including designing and implementing the LMS. The full program covers three software products for various stakeholders (transportation service providers/moving companies, US government personnel, internal and contracted customer support).

Notable Achievements

8 individualized learning paths based on user personas
37 unique courses
Implemented MVP program for government personnel in ~3 weeks to meet government deadline and continued to refine and expand offerings ahead of official launch

Illustration from the Customer Education program at Confirmation

Customer Education at Confirmation

As the Training Manager for Confirmation, I was responsible for the development of a global, scalable training strategy, including the development and implementation of a train-the-trainer certification program.

Impact

This program ultimately reached 1.5 million users at audit firms, banks, law firms, credit firms, and A/R departments across 170 countries.

A major part of developing this program was creating role-based training, both on-demand and 1:many instructor-led training sessions, and making that available to our global audience. The on-demand courses and materials for live training sessions were offered in English, French, Japanese, German, Portuguese, and Spanish.