Things I’ve Done

Stream: November 2022 — Present

Stark: June 2021 — August 2022 [impacted by layoffs]

Oversaw our support documentation, created new content as tools were developed, and maintained existing resources. Built out educational content focused on accessibility fundamentals.
Collaborated with Marketing to create blog posts, case studies, and social media content that highlighted accessibility resources and demonstrated ways to incorporate Stark into their workflow.
Developed an onboarding journey for new users to provide them with resources and support, that increased 30 day retention by 17%.
Created and led our beta testing program. Onboarded and supported over 500 users. Released weekly builds and hosted monthly feedback sessions. Integrated feedback collected into sprint planning and roadmap development.
Led the integration and setup of HubSpot, Zapier, Strapi, and Delighted to automate processes, and built workflows for the entire company.

WP Engine: May 2019 — June 2021
Flywheel was acquired by WP Engine in 2019

Onboarded 50+ customers each month to the Flywheel hosting platform with an average MRR of $135, worked 1:1 to guide them through website creation, migrations, and launch. Provided resources and documentation to enable agencies to best incorporate our platform into their workflows.
Assisted new customers with setting up our white-labeled billing solution. Trained customers to grow their agencies by creating managed hosting plans and optimizing their service offerings.
Served as a stakeholder on multiple product teams and acted as a voice for our customers. Provided customer insights for product bugs and feature requests that resulted in the creation of new products and service offerings.
Managed and organized Net Promoter Score (NPS) feedback and created monthly and on-demand reports on the data that were reviewed by the C-Suite and other company leaders.
Performed migrations from Digital Ocean to Google Cloud for WordPress websites and responded to technical hosting questions during quarterly retreats to support 24/7 timezone coverage.

Union College — Lincoln, NE
Emphasis in Emerging Media; Minor in Marketing