Customer Education Academy Transformation | Brightcove
As Head of Brightcove Academy, I owned all customer and employee product training strategy, delivering cutting-edge, video-based education with premium style and technical precision.
I collaborated closely with onboarding department leads, engineers, and sales teams to deeply understand processes, common roadblocks, and customer needs. This informed dynamic, relevant, and timely experiences—including a comprehensive on-demand onboarding program and a first-of-its-kind microlearning video podcast series—that reduced manual efforts and empowered self-paced learning.
Designed on-demand customer onboarding curriculum, significantly reducing manual processes and saving 4–6 hours per new customer (~100/year) by addressing pain points and enabling autonomous exploration of the full product suite.
Launched "Player Series" video podcast/microlearning focused on Brightcove's flagship Player product; highlighted strengths, customer-requested features, and best practices to drive engagement, sales opportunities, and super-user advocacy.
