DANIELLE DANNENBERG
Wheat Ridge,Colorado
Summary
Technical Writer with 8 years of experience creating and editing content. Skilled in cross-functional coordination and organization. Creates systems that make content updates, scaling, and process changes easy.
Overview
8
8
years of professional experience
Work History
Technical Success Manager
Thought Industries - Remote
Denver, Colorado
05.2022 - 08.2022
- Trained customer success team of 11 on how to best explain and configure platform features and user flows based on client monetization, user experience, and training goals
- Consulted with customer base of 120 institutions on content, reporting, registration, purchase flow and licensing build for their business case.
- Scaled documentation and how-to video libraries for clients and internal staff on existing and new product features, partner integrations, custom code capabilities and APIs.
- Worked cross-functionally with Professional Services, Customer Support, Customer Success and Development to triage client request and incorporate client feedback
- Trained clients on system features and best practices
- Tracked tickets in Zendesk and issues in Jira.
Senior Technical Customer Success Manager
Thought Industries - Remote
Denver, CO
11.2021 - 05.2022
- Created and published how-to documentation for customer success team and customers
- Account managed and advised 37 B2B and B2C training organizations on best practices opportunities for instructional design in Thought Industries' platform
- Identified training gaps interdepartmentally and collaborated with leaders across teams to upskill staff and to create and/or update associated help documentation
- Tracked tickets in Zendesk and issues in Jira.
Technical Customer Success Manager
Thought Industries
Denver, CO
03.2021 - 10.2021
- Account managed and advised 37 B2B and B2C training organizations on best practices opportunities for instructional design in Thought Industries' platform
- Tracked tickets in Zendesk and issues in Jira.
Strategic Customer Success Manager
VERTAFORE
DENVER, CO
08.2019 - 03.2021
- Managed and completed merger and acquisition, agency management, document management, rating, and data analytics projects with 25 enterprise insurance agencies and carriers
- Mentored, trained and created how-to documentation for customer success team of 20
- Created and refined help documentation for non-technical agency managers and agents
Customer Success Manager
Vertafore
Denver, CO
07.2018 - 08.2019
- Account managed 40 Carrier, Agency and MGA clients and broke down how to utilize suite of product features to reach their quarterly and yearly business goals with informational documentation and project trackers
- Mentored and trained customer success team of 25 customer relationship management tools and methodologies
- Wrote and edited customer bulletins tied to critical updates, outages and security notices
Boost Training Consultant
Mayo Clinic Health System
Rochester, MN
10.2017 - 02.2018
- Collaborated with Mayo Training and Change Management teams to write training materials for providers, nurses, clinicians, and registrars
- Assisted with application build for training environments
- Worked with training team and specialists to create workflow practice exercises for providers in 35 specialties
- Configured reporting and informational dashboards
- Hosted in-person trainings for Inpatient, ED and Outpatient providers on software
- Reviewed training materials for quality and improvement
Quality Assurance Manager
Epic Systems Corporation
Verona, WI
10.2015 - 09.2017
- Wrote and revised product release notes, inline help text, and back-end settings
- Organized, vetted and created content for monthly all-hands for 10,000 employees
- Managed product quality for three healthcare software application teams, ensuring critical issues were resolved within 10 business days
- Worked with 9 direct reports to improve output and user experience
- Composed, revised, and analyzed usability tests results
- Managed foundation code migration, impacting 14 app teams, and company-wide UI changes
- Developed risk management process for quality assurance division
Quality Assurance Tester
Epic Systems Corporation
Verona, WI
07.2014 - 10.2015
- Wrote and revised product release notes, inline help text, and back-end settings
- Tested product quality and translation of all medical results and orders develop
- Created and maintained team, feature and best practice system wikis
- Reviewed and revised software design plans with UX designers and developers to define project milestones and identify considerations and dependencies
- Wrote and edited usability tests for new inpatient application features
- Documented and tracked product issues in home-grown issue tracking system.
Education
Bachelor of Science - Communication Arts And Graphic Design
University of Wisconsin - Madison
Madison, WI05.2009
Skills
- Help guide creation and editing
- Cross-functional collaboration and coordination
- Coaching and mentoring
- SaaS customer success and business planning
- User experience
- Working in HTML and CSS
- Operational change management and innovation
- Project management
- Product management and bug-tracking
- Strategic marketing and selling
Accomplishments
- Running Efficient Meetings Conducting Effective Negotiations Family and Individual Counseling Techniques
Timeline
Technical Success Manager
Thought Industries - Remote
05.2022 - 08.2022
Senior Technical Customer Success Manager
Thought Industries - Remote
11.2021 - 05.2022
Technical Customer Success Manager
Thought Industries
03.2021 - 10.2021
Strategic Customer Success Manager
VERTAFORE
08.2019 - 03.2021
Customer Success Manager
Vertafore
07.2018 - 08.2019
Boost Training Consultant
Mayo Clinic Health System
10.2017 - 02.2018
Quality Assurance Manager
Epic Systems Corporation
10.2015 - 09.2017
Quality Assurance Tester
Epic Systems Corporation
07.2014 - 10.2015
Bachelor of Science - Communication Arts And Graphic Design
University of Wisconsin - Madison
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