Maggie Stillman
Littleton,CO
Summary
Experienced professional with a strong background in SaaS training, Learning Management Systems (LMS) administration, and customer success management. Adept at developing and delivering impactful training programs, implementing innovative cloud-based solutions, and enhancing customer satisfaction. Proven track record in project management, knowledge management, and operational efficiency, with a commitment to fostering collaborative and inclusive learning environments.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Training Consultant
Cornerstone Ondemand Inc.
05.2021 - Current
- Delivered top-rated virtual and in-person classes for LMS administrators, achieving an average satisfaction rating of 4.79 out of 5
- Authored and continually evolved training offerings and documentation to enhance learning outcomes and system utilization
- Fostered an open and inviting learning environment, encouraging curiosity and participation, contributing to higher engagement and knowledge retention
- Improved team operations by acting as a Project Manager, scoping solutions, and developing a lifecycle for implementation projects, including the successful deployment of Asana
- Worked collaboratively to develop new training programs, incorporating innovative methods and up-to-date adult learning principles
- Conducted data analysis on CSAT scores to identify areas for improvement and drive strategic enhancements to training programs.
Operations Support Analyst
Cornerstone Ondemand Inc.
06.2019 - 05.2021
- Development and management of the implementation of SearchUnify, an AI-driven engine that unified knowledge sources, improving user access and reducing resolution times
- Created, developed, and integrated an API crawl between Saba and SearchUnify, enabling seamless knowledge sharing and enhancing customer support
- Managed ongoing data analysis post-SearchUnify integration to evolve the health of the integration and optimize performance
- Partnered in the implementation of SearchUnify to Cornerstone, streamlining knowledge management and improving customer self-service options
- Played a key role in the creation and deployment of a redesigned customer support portal, enhancing user experience and satisfaction
- Administered Salesforce Service Cloud at the support admin level, ensuring efficient operation and support processes.
Knowledge Base Administrator
Cornerstone Ondemand Inc.
06.2016 - 06.2019
- Created and curated Saba's knowledge base, implementing KCS methodology for support knowledge management, which improved resource availability and user experience
- Integrated two independent knowledge bases into one Salesforce Service Cloud instance, optimizing knowledge management processes and access to information
- Managed the Knowledge Administration team, overseeing the curation and publication of articles to ensure up-to-date and accurate content
- Developed internal knowledge base and process training and coaching programs, enhancing team capabilities and operational efficiency.
Customer Success Manager
Cornerstone Ondemand Inc.
07.2013 - 06.2016
- Served as a customer implementation specialist and primary point of contact, providing post-implementation coaching and best practice guidance
- Developed training assets and curriculum to ramp up new administrators, promoting self-sufficiency and confidence in system usage
- Established and maintained customer relationships to promote retention and loyalty, utilizing follow-ups and check-ins to ensure account health
- Provided high-level technical support, resolving customer pain points and ensuring a positive customer experience.
Education
Master of Arts in Secondary Education and English Education -
University of Phoenix
Denver, COBachelor of Arts in Theatre and Communications -
Metropolitan State University of Denver
Denver, COSkills
- SaaS Training & Development: Expert in creating and delivering top-rated virtual and in-person training for LMS administrators, continually evolving training offerings and documentation to enhance cloud computing capabilities
- Customer Success Management: Skilled in building and maintaining customer relationships, driving adoption of high-value features, improving customer onboarding, and enhancing customer satisfaction and retention
- Project Management: Proficient in scoping solutions, developing project lifecycles, managing digital transformation initiatives, and overseeing implementations, including projects like Asana and SearchUnify
- Knowledge Management: Experienced in KCS methodology, knowledge base creation, and integration of multiple knowledge systems within Salesforce Service Cloud, optimizing digital content management
- Instructional Design & E-Learning: Strong ability to develop training assets and curricula tailored to diverse learning styles, utilizing digital learning platforms to foster engagement and participation
- Data Analysis & Strategic Planning: Competent in analyzing customer satisfaction data to identify areas for improvement and incorporating up-to-date adult learning principles
- SaaS Platforms: Salesforce Service Cloud, Asana, SearchUnify
- Learning Management Systems (LMS): Saba Cloud, Cornerstone OnDemand, EdCast
- Knowledge Management: KCS methodology, Knowledge base creation and integration
- Content Development: E-Learning development, Adobe Creative Cloud, Video Editing (OBS, VSDC)
- Data Analysis: Microsoft Excel, Salesforce Reporting, Data visualization tools
- Project Management Tools: Asana, JIRA, Microsoft Project
- Additional Skills: Microsoft Office Suite, Canva, Parature, Public Speaking, Team Leadership
Certification
Knowledge-Centered Service (KCS) V6.0 Certified
Accomplishments
- High Customer Satisfaction: Achieved an average satisfaction rating of 4.79 out of 5 across training programs, reflecting strong participant engagement and learning outcomes.
- Successful Project Implementations: Led the implementation of Asana and SearchUnify, enhancing project management and knowledge management processes, and improving organizational efficiency.
- Leadership in Knowledge Management: Developed a unified knowledge base using KCS methodology, significantly reducing support inquiries and improving customer self-service capabilities.
- Instructional Excellence: Consistently recognized for delivering clear, engaging, and effective training sessions that drive user adoption and support customer success.
Timeline
Training Consultant
Cornerstone Ondemand Inc.
05.2021 - Current
Operations Support Analyst
Cornerstone Ondemand Inc.
06.2019 - 05.2021
Knowledge Base Administrator
Cornerstone Ondemand Inc.
06.2016 - 06.2019
Customer Success Manager
Cornerstone Ondemand Inc.
07.2013 - 06.2016
Master of Arts in Secondary Education and English Education -
University of Phoenix
Bachelor of Arts in Theatre and Communications -
Metropolitan State University of Denver
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