Your Coaching Copilot: A Toolkit for Program Managers gives customers all the resources they need to get a successful coaching program up and running, including best practice tips, tried and true strategies, and customizable templates. 

This article was created to increase onboarding scalability and decrease workload for Customer Success Managers (who at the time were manually creating custom onboarding resources for each individual customer!), freeing up their bandwidth for more strategic conversations.

Configuring Engagement Features walks users through how to add interactive features to a webinar.

This article was written for a fully self-service software product, so I incorporated GIFs showcasing how each feature works to empower users and decrease support case volume.

The Attendee Hub Virtual Session Guide educates event planners on how to configure, staff and troubleshoot virtual sessions.

This is one of my favorite pieces because it was initially created in the midst of unprecedented uncertainty in the meetings and events industry. With in-person events on hold, planners needed to pivot to virtual events and become video producers overnight. I found the opportunity to collaborate with product managers across multiple organizations and provide event professionals much-needed guidance during that tumultuous time especially rewarding.

The Torch Community Guidelines were created to support the launch of an invite-only collaborative Community for customers. 

In the long-run, a Community geared toward coaches proved to be more successful and the guidelines shifted accordingly to address that audience. This project reinforced an important mantra I always keep with me: content is living, breathing, always evolving, and never done (enjoy the ride!).

• GIF created in Adobe Photoshop

• Tooltip designed and deployed in Pendo

• Designed in Google Slides

• Customizable to allow Customer Success Managers to tailor key program metrics and information to specific accounts as a reengagement tool

• Footage edited in Adobe Premiere Pro

• Video created in Biteable