Work that speaks
for itself.

A customer education team at a B2B SaaS tech org (called MAD) has been receiving requests from customers to “certify” their employees in MAD product skills. The solution is a learning program called MAD Credentials consisting of a credentialing framework paired with the Accredible platform that validates and visually represents MAD product skills. As program manager, I led the team through the pilot, vendor procurement, and launch. Currently I oversee the ongoing execution of MAD Credentials.

These are the results I measured in my first year of program management: 18 credentials offered 1910 credentials issued 1300 credentials claimed (68%), 48% above the industry average 470 credentials shared 1841 unique views 210 LinkedIn posts, 115 LinkedIn profile adds 941 likes and 301 comments on LinkedIn posts 138 referral clicks to MAD website

The Customer Education team at a B2B SaaS company wants more alignment with product. They have been reacting to news from the business rather than proactively planning around upcoming deals and releases. The solution is a quarterly Training/Product Roadmap Alignment meeting. My job is to facilitate these meetings, tell a story of our impact over the last quarter, and create a roadmap of upcoming clients and releases to make sure education and product are in alignment.

I manage the Customer Education training offerings for a product suite of 13 products. To prepare for these meetings with product owners, I analyze our survey scores, course registration/ completion data, qualitative feedback from major client deliveries, and the revenue/sales dashboard. In the last two years of quarterly alignment meetings, I have grown the course catalog by 150%, and educations services sales have increased by 162%. Course survey averages 4.65 out of 5, above our 4.5 goal.

The problem is that the Professional Services team (~2,000 individuals) at a B2B SaaS company has limited internal mobility and high dependency on single-product specialists, creating bottlenecks and long bench times between projects. Leadership wants to increase agility and enable a flexible workforce. The solution I architected is a structured cross-training program with role-based expedited and extended pathways. Delivery via an LMS includes a focused communications plan, eLearning content, exams, credentials, and reporting metrics based on LMS and survey data.

I collaborated with resource management to hand over completion data to inform their staffing decisions, as well as customized reports for managers. I evaluated program success through pathway completions, credentials issued, and engagement metrics. Learners earned more than 3,000 credentials and posted over 600 shares on LinkedIn during the three-month window. Post-course surveys showed strong impact, with an average likelihood-to-recommend score of 7.67/10 and a 4.16/5 rating that the training would help participants be more effective in their roles.