Challenge
Customer success professionals managing enterprise cloud engagements lacked a standardized framework for delivering consistent, value-driven outcomes, leading to inconsistent customer experiences and missed opportunities to demonstrate ROI during critical delivery phases.
Approach
Led end-to-end development and publishing of a strategic enablement course that established a repeatable framework for Customer Success Delivery Reviews (CSDR)-the structured process for assessing engagement health, demonstrating progress, and aligning on next steps with enterprise customers.
Content Development:
- Collaborated cross-functionally with content strategists, program managers, and subject matter experts to define learning objectives covering engagement assessment, stakeholder communication, success metrics tracking, and value articulation.
- Produced a comprehensive Rise 360 learning experience that integrated video case studies, interactive decision scenarios, and reference materials for real-world application.
- Ensured accessibility compliance, including closed captioning, keyboard navigation, and screen reader optimization that met Microsoft's inclusive design standards.
Video Production & Integration:
- Created demonstration videos using Adobe Express and Microsoft Stream that showed effective CSDR execution across diverse customer scenarios.
- Produced facilitator guides supporting instructor-led sessions that complemented the self-paced content.
- Designed downloadable templates and job aids enabling immediate application of framework concepts.
Quality Assurance & Iteration:
- Managed iterative updates based on stakeholder feedback, ensuring alignment with evolving business priorities and operational excellence goals.
- Oversaw Policheck reviews, content readiness validation, and publishing workflows for enterprise LMS deployment.
- Contributed to the FY25 course refresh, integrating updated product capabilities and customer engagement patterns.
Outcomes & Evidence of Impact
- Helped standardize delivery review practices across global customer success teams, improving consistency in engagement health assessment and customer communication.
- Enabled scalable knowledge transfer through a self-paced format, reducing dependency on limited expert facilitators for global teams.
- Supported FY25 readiness, ensuring CSDR training remained current and embedded into ongoing readiness and onboarding pathways for customer success roles.
- Achieved enterprise accessibility compliance, ensuring an inclusive learning experience across assistive technologies and learning preferences.
- Informed broader operational excellence initiatives by providing a framework that established patterns for other customer engagement review processes.
Tools & Platforms
Adobe Express, Microsoft Stream, Articulate Rise 360, Microsoft Teams, Seismic Enablement Cloud
Key Capabilities Demonstrated
Strategic enablement course development, video production, cross-functional collaboration, accessibility implementation, stakeholder management, learning experience design