Software Education Solutions, LLC

Software Education consulting for B2B tech companies supporting admins, users, and other key stakeholders to drive customer adoption, retention, and increase revenue. Specialize in helping fast-growing business-facing SaaS companies engage their customers, drive subscriptions, and accelerate their acquisition funnels through Customer Education.

Strategize and execute Customer Education programs to drive revenue by educating new customers in target markets. Develop organizational strategic planning and Learning and Development budgets. Lead teams to execute customer marketing campaigns centered on education. Manage product marketing campaigns to generate leads and opportunities and drive revenue. Work cross-functionally with Customer Success, Customer Support, Sales, Marketing, and Product teams to align around revenue outcomes.

Created and executed the customer education strategies for leading software companies including Gainsight, acquired by Vista Equity Partners for ($1.1 Billion), Outreach (Raised $490 Million), and ServiceRocket (fast-growing software services company with customers like VMware, Docker, Cisco, and more).

Founder and Principal

CELab

CELab is an industry-leading podcast that focuses on shaping and defining the emergent field of Customer Education. Together with my co-host Adam Avramescu (Ex Slack, currently VP of Customer Education at Personio), we discuss customer education topics at length and interview leaders in the SaaS market who share their perspectives on the  discipline.

Listen to the show in the link: https://customer.education

Co-Founder and Co-Host - CELab: The Customer Education Laboratory

ServiceRocket

As Director of Customer Education for ServiceRocket’s premium Managed and Professional Services, created the world’s leading  “Customer Education as a Service” program for fast-growing technology companies like VMware, Docker, Qantas, and Cisco. Providing global training  for Atlassian products and services to thousands of learners. Delivered  scalable educational and enablement strategies to help customers drive  successful business outcomes such as: Delivering ROI, mitigating churn, driving platform adoption, and creating outstanding customer experiences. Key accomplishments:

• Designed, developed, and delivered Customer Education services to leading software organizations like Docker, Cisco, VMware, and others.
• Created/hosted the “Working Out Loud” podcast  to elevate thought leadership for the Customer Education market.
• Facilitated monthly customer education strategy workshops, both private and public, to a wide range of education professionals
• Developed and owned Customer Education as a Service  GTM Strategy: Concept, pricing and packaging, testing, and execution
• Led Sales and Sales Support efforts for educational products and services
• Redeveloped ServiceRocket’s Atlassian Training Services program, growing the ATP-certified trainer pool and expanding global sales
• Provided Instructional Design services to customers within software, government, retail, and other market verticals.

Director of Customer Education

Outreach

As the Head of Customer Education atOutreach, developed a full-spectrum Customer Education organization, driving customer success, adoption, and retention, while generating top of funnel interest in Outreach’s products and services through education offerings. Strategized and delivered both On-Demand to reach customers at scale and customized learning experiences for Enterprise accounts. Built and scaled the Customer Education team to nine people trainers and instructional designers, developed process and controls to expedite delivery while meeting high quality standards, redeveloped all foundational educational material.  Launched an innovative  Certification program to address the needs of our more technical users. Key accomplishments:
•	Redeveloped and improved Outreach University, with > 200% increase in adoption and a complete rate of over 57%
•	Developed and launched high-stakes Outreach Administrator Certification program
•	Implemented digital credentialing (badging) program, further providing lift to program adoption
•	Rapidly transitioned away from on-site, heavily instructor-led training to Virtual programs during COVID-19
•	Deployed Train-the-Trainer program to help scale live training via partners and customer enablement teams

Head of Customer Education

Azuqua

As Director of  User Enablement, built a Customer Education program to empower Business users to learn how to use, adopt, and become raving fans of Azuqua, a leading platform for Digital Transformation.. Built an extensive thought leadership program with courses, Podcasts, Webinars, and other channels to reach target users

Director - User Enablement [Acquired by Okta]

Gainsight

As Gainsight’s founding Head of Customer Education, built and scaled the Customer Education program to help Customers, Partners, and Team Members successfully adopt and become evangelists for Gainsight. Strategized and built LMS training program, onsite trainings, and virtual training. 

Developed and deployed foundational training curriculum about Gainsight's product. Built  Administrator training to drive customer retention through Admin success.  Spoke on podcasts and at industry conferences including The Business of Customer Education (BOCE), Gainsight Pulse, and others about how to build a world-class Customer Education program. Gainsight was acquired by Vista Equity Partners for $1.1 Billion.

University of Missouri - St. Louis

Teaching as an Adjunct for Video Game Development at The University of Missouri - St. Louis (Information Sciences Department).

Lecturer - Video Game Design

Daugherty Business Solutions

IT Project Manager focused on Enterprise Security. Engaged in multiple projects ranging from software implementation of Identity Management, Single Sign-On, Enterprise-Grade File Sharing Applications, PCI Compliance, and many more initiatives. Successfully executed a knowledge transfer project and inception/elaboration engagement using Daugherty’s proprietary “RPM” methodology at Hudson’s Bay Corporation.

Senior Consultant - Project Manager

Webster University

Taught as an Adjunct at Webster University with primary focus on Video Game Theory and Design.  I believe that the worlds of business and science can learn much from what others have perceived as idle games, and direct and encourage students to recognize video games as a serious profession.

Developed the curriculum for the BA in Games and Game Design, launched in 2015.

Adjunct Professor

Certara

Served in multiple capacities ranging from IT Operations to Computational Chemistry. I lead projects directing corporate website implementation to improving streamlining IT business processes around sales (Salesforce) and financial needs (Epicor). In my role as an Associate Scientist I leveraged WinNonLin and other Certara Products under the Pharsight brand, performing PK/PD analysis and modeling to support preclinical and clinical studies.

Functioned as the DBA for SQL Server 2005 and managed many projects ... from helping to re-architect the Certara Website to implementing new technologies.  In my tenure at Certara I served in multiple capacities ranging from IT Operations to Computational Chemistry. I lead projects directing corporate website implementation to improving streamlining IT business processes around sales (Salesforce) and financial needs (Epicor). In my role as an Associate Scientist I leveraged WinNonLin and other Certara Products under the Pharsight brand, performing PK/PD analysis and modeling to support preclinical and clinical studies. I functioned as the DBA for SQL Server 2005 and managed many projects ... from helping to re-architect the Certara Website to implementing new technologies.

Project Manager / Business Analyst / DBA 

I help B2B SaaS Companies Educate and Enable their Markets at Scale

B2B tech customer education leader, podcast host, and industry innovator experienced in scaling software companies through customer education. Strategize and execute award-winning software education and certification programs that increase customer adoption and retention, and grow revenue. Influencer/Analyst focused on helping businesses understand and confidently go-to-market with products.

Founding Customer Education leader at top companies including Gainsight, the leading Customer Success platform acquired by Vista Equity at a $1.1B valuation; Outreach, a leading Sales Enablement platform relied on by more than 5,500 companies, including Zoom, Siemens, Okta, DocuSign, and McKesson; and Azuqua, a leader in no-code, cloud-based business application integration and workflow automation, acquired by Okta.

Co-founder and co-host of the award-winning Customer Education podcast CELab.

Proven track record helping technology companies grow through building world-class Customer Education programs to reduce churn, engage users, reduce support tickets, increase revenue, and empower their customers, partners, team members, and prospects.

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