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Work Background
Duck Creek TechnologiesTechnical Communications Senior Manager
Dec. 2020 - Sep. 2024Missouri, United StatesIn this role, I led a globally distributed, high-performing team of Technical Writers, delivering high-quality product and support content to support thousands of internal and external stakeholders while advising senior leadership on workflow improvements to integrate documentation into the agile development process. I managed projects with Information Architects and Web Designers to optimize the customer support website's user experience and created a content intake process for non-Technical Writers to contribute during capacity constraints. Additionally, I played a key role in establishing an online customer community, reducing support costs and ticket submissions, and developed product/feature templates to assist Marketing and Support teams in driving customer upgrades. Collaborating with the Customer Success Team, I refined release notes and processes to improve the Net Promoter Score (NPS) and leveraged Pendo analytics to focus documentation efforts where they had the greatest impact. As a Diversity Council member, I engaged in regular discussions with DE&I leadership to make the company an even greater, more inclusive place to work and organized an involvement fair that engaged over 400 employees in resource groups. Finally, I worked with the Customer Success Onboarding Team to enhance onboarding checklists, ensuring they included critical documentation to support a seamless customer journey.
Accenture Duck CreekTechnical Communications Manager
Sep. 2011 - Dec. 2020As a Technical Communications Manager, I led a globally distributed team of Technical Writers, ensuring the successful delivery of high-quality documentation for an extensive product suite while managing the governance, security, user experience, and feedback mechanisms for a primary knowledge repository with over 250,000 pages serving thousands of users. I managed projects to standardize documentation landing pages, enhancing navigation and creating new revenue opportunities, and managed a major repository upgrade to improve user experience and authoring capabilities. As a senior Engineering leader, I oversaw cross-functional documentation sprints, reduced backlogs via Azure DevOps, and collaborated with IT to develop tools for identifying content gaps. Additionally, I served as a project manager for customer conformance reviews, helping optimize client implementations and contributing to the strategic direction of the department.
Duck Creek TechnologiesSenior Technical Communications Specialist
May. 2007 - Sep. 2011Bolivar, MOIn this role, I collaborated with SMEs to gather critical information for authoring comprehensive documentation across multiple products, ensuring user needs were met. Partnering with Tech Comm Team leadership, I helped define, document, and implement enduring team processes and standards. Additionally, I managed the successful delivery of the company’s first customer-facing product documentation repository, overseeing vendor selection, content migration, implementation, authentication, and UX design to create a robust and user-friendly resource.
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