Steven Arsenault
Portland,ME
Summary
Leader in AI-driven knowledge content strategy with expertise in process optimization and team management. Demonstrated success in fostering team trust, increasing user engagement, and improving operational efficiency through data-driven decisions. Committed to continuous improvement and active listening to enhance content engagement experiences.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Sr. Manager, Knowledge Content Management
Toast
Remote, ME
08.2021 - Current
- Increased user engagement to 1 million views and over 100,000 unique users per month across more than 7 AI and search surfaces. Toastipedia reached the #1 spot in a self-service survey, with over 70% CTR and a 2.2 average click rank.
- Unified multiple teams under an AI-first content strategy, growing deflection from 30% to 70%, while modernizing 2,400 legacy articles and increasing the library to 4,000.
- Designed and launched pilot (Slack Mining) focused on critical Care pain point, achieving consensus for inclusion in 2026 operational agenda.
- Enhanced article feedback intake by over 400% through operational standardization, facilitating closure of 4195 requests within SLA and boosting user trust and engagement.
- Led content creation projects using broad subject matter expertise to ramp up quickly, ask critical questions, and create effective documentation.
- Built team trust through three Toast reorganizations amidst competing AI-related stakeholder requests by focusing on the highest impact work, creating SOPs, and leading change management.
- Regular consultation across Toast Education on inputs and outputs, due to a deep understanding of company priorities and content data monitoring.
Onboarding Technical Consultant (OTC)
Toast
Remote, ME
08.2020 - 08.2021
- Created standard troubleshooting documentation by handling 10+ onboarding escalations per day and identifying repetitive questions.
- Utilized intake data to create new hire training, and ongoing upskilling.
Senior Onboarding Consultant
Toast
Remote, ME
11.2019 - 08.2020
- Standardized remote onboarding and created documentation that can still be felt today on the Onboarding team.
- Guided over 500 customers through onboarding, leading to extensive product knowledge and customer understanding.
Skills
- Content strategy that balances AI tools with human consumption
- Salesforce Knowledge configuration
- Intercom deflection tools
- Coveo configuration (search that powers Toast Central & Toastipedia)
- Cross functional project planning & strategy
- Data analysis across knowledge tech stack (Salesforce, Coveo, Intercom, Heap, etc)
- Using metadata to optimize LMs and SEO
- Talent development & resource allocation
- Active listening to understand complex topics
- Decision-making using key data insights
- Attention to detail to create effective SOPs
Certification
KCS Certified via Consortium for Service Innovation
Timeline
Sr. Manager, Knowledge Content Management
Toast
08.2021 - Current
Onboarding Technical Consultant (OTC)
Toast
08.2020 - 08.2021
Senior Onboarding Consultant
Toast
11.2019 - 08.2020