Resume

Own and operate a global enterprise knowledge base serving customers and internal teams, including governance, lifecycle management, and continuous optimization.

Defined and implemented foundational knowledge management policies, governance workflows, taxonomy, metadata, and style standards to establish a scalable, authoritative knowledge system.

Lead information architecture and content lifecycle management across a global post-sales knowledge ecosystem supporting Support, Customer Success, and customer self-service.

Lead the transformation of Flexera’s knowledge culture by embedding KCS principles, designing contributor enablement and recognition programs, and creating systems that make knowledge creation, curation, and reuse part of everyday workflows.

Enable and govern a global contributor community of 200+ authors through structured processes, tooling, and AI-assisted review and editing workflows.

Partner cross-functionally with Support, Customer Success, Marketing, Enablement, IT, and Product teams to ensure knowledge reflects system behavior, operational reality, and user needs across internal and customer-facing channels.

Use analytics, search behavior, and engagement data across internal and external audiences to prioritize improvements and continuously optimize content quality, accuracy, and findability.

Maintain and evolve content standards to ensure consistency, accessibility, and clarity across customer- and agent-facing channels.

Designed and launched Flexera’s first product-agnostic customer onboarding program, including a self-service onboarding video course, “Getting Started” content, and a standardized onboarding process for all new customers.