Cristina S.

I own a portfolio of 35 SaaS and non-SaaS products, making a positive impact on the work of non-technical customers in the People Management industry. Key Accountabilities & Responsibilities

• Analyse year-on-year data to anticipate clients' needs and produce a content roadmap.

• Work closely with different teams to proactively create targeted content to deliver to clients' mailboxes before seasonal events such as Payroll year-end, Holiday season and more.

• Interpret and synthesise developer documentation released on Confluence and JIRA.

• Create and curate release notes, best practice guides, and knowledge base articles for non-technical users.

• Organise and schedule content migration for acquisitions, releasing knowledge base articles prior to the deadline to support successful project delivery.

• Offer continued coaching to the Junior Technical Writers.

I was the only change implementation contact and I was appointed as the first Technical Writer Coach for the entire sub-division (more than 40 members). Together, we achieved maximum case prevention rate, and significantly improved self-serve experience. Key Accountabilities & Responsibilities

• Coach all the technical stakeholders to successfully adopt the content production strategy.

• Perform regular performance assessments to identify development opportunities and address any learning needs.

• Manage a daily newsletter highlighting employees' achievements and encouraging engagement.

• Analyse usage trends and provide the product teams with suggestions and solutions for product improvements.

• Contribute to the Scope of Support playbook creation.

Key Accountabilities & Responsibilities

• Provide high-level customer service via telephone or email allowing them to get the most out of our software in accordance with our Milestones (SLAs).

• Promoting the online Access Customer Success Portal, including helping customers register and navigate the self-service documentation.

• Writing, editing, and maintaining Knowledge Base articles.

• Take initiative and support continuous improvement of our customers' experience by proactively identifying case trends, researching potential challenges, and creating solutions.

• Proactively identify any risks to service and the consequences to Access.

• Ensure that the quality of the support meets The Access Customer Service standards by delivering against and exceeding your objectives.

• Conduct post rollout testing and provide structured feedback to drive product improvements – Access Applause Project, Access HomeWork Project.

• Deliver training and coaching sessions to the team.

• Improve the troubleshooting processes.