Senior Email Template Designer & Educator, September 2020 - Present
Authored and crafted external Knowledge Base Documents, Playbooks and Academy Courses aimed at enhancing email editor resources. Conducted customer training sessions to optimize the editor for various industries. Developed and curated internal troubleshooting guides addressing frequently asked questions and bugs. Provided regular updates to the Product Team on bug reports, common queries, and product modifications. Entrusted with devising and delivering internal training sessions for new product releases, aligning with predefined learning objectives and leveraging technical expertise.
Recognizing customer needs, conducted thorough research, and collaborated effectively to address them. Produced informative FAQ Community posts, published bi-weekly to address prevalent customer design inquiries. Collaborated closely with Community Specialists, SEO Experts, Academy Team Members, and Communication Designers to craft these posts. Ensured clarity and simplicity in the content, making it easily comprehensible.
Co-hosted numerous live customer webinars showcasing Klaviyo's New Email Editor. Presented live demonstrations, tutorials, and addressed participant inquiries. Took ownership of creating scripts and defining learning objectives for these sessions.
Some resources I co-created can be found below: