Skills
Skills: Web scripting, programming, XML-based frameworks, Learning Content Management Systems (LCMS), Learning Management Systems (LMS), Learning Experience Platforms (LXP), learning design principles, online learning standards, pedagogical theories, AI, Retrieval-Augmented Generation (RAG), scripted agents, B2B meetings, presentations, customer relations, communication, empathy, listening skills, data analysis, metrics analysis, English fluency, basic German, web technologies, multimedia packages, programming languages, problem-solving, content development, learning technology architecture, L&D team liaison, customer-focused, innovation, self-starter, remote working, Drupal CMS, curriculum mapping, assessment planning, digital accessibility, instructional evaluation, course design, e-learning development, project management, time management, analytical skills, VLE/MOOC design, multimedia editing, video editing, audio editing.
Roles: Customer Success Manager (CSM), e-Learning Solutions Architect, Web Developer, Web Editor, Customer Representative, Department Trainer, Account Manager, Learning Solutions Consultant.
Experiences: Over 20 years in the learning technology sector, remote working since 2005, working with Fortune 100 customers, onboarding, business reviews, cadence calls, managing customer expectations, handling customer data, developing e-learning solutions, advising on e-learning best practices, research, maintenance and configuration of prototype learning materials, developing web-based applications, working with SaaS subscriptions, achieving high customer retention, working in startup companies, handling high-value accounts, delivering presentations, managing projects, working with product teams, identifying potential churn, creating e-learning content, working with Oil and Gas industry, creating adaptive learning content, transforming legacy e-learning content, working with LRS data, working with APIs, working with Xyleme platform, working with various LMSs (Moodle, Blackboard, SABA, Success Factors, Net Dimensions, SCORM Cloud), working with various LXPs (Degreed, Edcast), worked with Adobe software (Photoshop, Flash, Flex, Director, Dreamweaver, Illustrator, Premier, Captivate) , worked with other software (Camtasia, Articulate, Xyleme Create, Xyleme Syndicate, Visual Studio), created online content for the Shell Open University, knowledge sharing, acting as a voice for the customer, working with senior executive customer stakeholders, product innovation, working with external contracted engineers, creating Statements of Work, API recipes, designing learning experiences, creating active learning activities.
Achievements: Developed XML framework for SCORM e-learning, created transformation algorithm for legacy e-learning content, designed Drupal-based CMS for learning content, contributed to successful startup acquisitions, handled over $1.2M ARR, saved over 1,000 hours in migration/rework, achieved 98% customer re-subscription, expanded user experience, service and licensing, created browser based XML framework, award winning course, Certified Customer Success Manager (CCSM) Level 1 & 2.
Additional: Fluent in English, basic German, experience with AI, including RAG and scripted agents, experience in online education, interested in AI automation, experience working with MOOCs, keen on an upshift in career change.
About
I have over 20 years of experience working within the learning technology sector. My background includes both technical and customer-facing roles. I’ve been working remotely since 2005 and consider myself a self-starter who can self-regulate my priorities without supervision. I’m a very creative, lateral thinker who works outside the box with strong visual, communication and problem-solving skills. I enjoy work like a complex puzzle, and once I start, I find it very difficult to stop until it's resolved.
My skillset is expansive covering learning content development, learning technology architecture and L&D team/customer liaison. I am also mindful of customer needs and actively explore new innovations to present efficiencies and further product stickiness for my customers consideration. I know that presenting clear ideas, good planning and concise shared documentation are a key factor in achieving successful delivery.
I possess a wide range of technical skills including web scripting and programming. I have experience with various multimedia packages and programming languages. I am proficient in creating and using XML-based frameworks.
I have experience with Learning Content Management Systems (LCMS), Learning Management Systems (LMS), and Learning Experience Platforms (LXP). I have worked with a number of LMSs including Moodle, Blackboard, SABA, Success Factors, Net Dimensions and SCORM Cloud. I have also worked with LXPs including Degreed and Edcast.
I have a strong understanding of learning design principles, online learning standards, and pedagogical theories related to technology-enhanced learning.
I have experience with AI, specifically with Retrieval-Augmented Generation (RAG) and scripted agents. I currently develop python RAG applications that utilise CrewAI, ComfyUI & LLMs to develop complete content packages with associated media.
I'm a skilled communicator with experience in B2B meetings and presentations, and customer relations. I have extensive experience in B2B meetings and communications.
I am customer-focused, with empathy and strong listening skills.
I also have experience in data analysis and using metrics to inform decisions.
I am fluent in English and have a basic understanding of German.
I developed a browser-based XML framework for an adaptive SCORM compatible e-learning delivery template, which was used to develop a broad range of courses for the Oil and Gas industry. One of the courses developed using this framework won a Silver eLearning award.
I created a configurable transformation algorithm to convert and migrate legacy e-learning packages (developed in Articulate, Director, Flash and HTML) into HTML5/XML, with meta-tagging and asset linking.
I designed and configured a Drupal-based Content Management System (CMS) to facilitate further taxonomy meta tagging with the perceived reuse of learning content to create new products, with a view to incorporating AI processes.
I've worked in three startup companies, contributing to the success of two that were acquired. In these roles I handled over $1.2M in ARR and created processes that saved over 1,000 hours in migration/rework.
I have consistently achieved high customer retention rates, with over 98% of SaaS customers re-subscribing.
As a Customer Success Manager (CSM), I have been instrumental in expanding user experience, services, and licensing for enterprise-level customers. I also maintain over $1.2M of ARR.
I hold Level 1 and 2 Certified Customer Success Manager (CCSM) certifications.
Previous Job Experiences:
Customer Success Manager: At Madcap Software Inc., I worked directly with several Fortune 100 customers to ensure their continued satisfaction with the implementation of the Xyleme learning platform. I have experience with onboarding, business reviews and regular cadence calls. I acted as a voice for my customers while managing expectations and providing solutions. I have a proven ability to identify potential churn and have consistently achieved high customer retention. My role included working with product teams to implement customer feedback and resolve issues.
e-Learning Solutions Architect: At Atlas – Knowledge to Perform, I was a key software developer in conceptualizing, designing and delivering award-winning e-Learning solutions. My role included advising on e-learning best practices, innovation, research, maintenance and configuration of prototype learning materials. I conceptualized, designed, and delivered learning materials.
Web Developer: At FirstNetOnline, I designed and developed a scalable cyber-cafe intranet system, and I also assisted in the development of a web-based online escrow application.
Other roles: My career began with customer service and web development roles and I have also worked as a web editor. I am comfortable handling inbound and outbound calls and I am also skilled at training and knowledge sharing.
I'm now looking for an exciting change and am keen to advance my skills in AI, particularly within education-based materials. I enjoy working from home and I am comfortable delivering and meeting goals. I'm also interested in the usage of AI in automation. I have a desire for an "upshift change" in my career. I am keen to see examples of where AI has been successfully integrated.
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