Shelly Ann Cochran

Program Strategy and Team Leadership

• Lead enterprise-wide initiatives aligned to customer enablement, onboarding, adoption, and product readiness, managing diverse teams across Product, IT, Support, Marketing, and Services.
• Structure and facilitate working groups and cross-functional project teams, tracking timelines, resource allocation, and outcome delivery across key program milestones.

Key initiatives & Impact

New User Onboarding (RENXT & FENXT)

• Design and launch scalable onboarding programs tailored to new users, beginning with solution admins, with a goal to expand by role and platform.
• Led cross-functional coordination for phased rollout, including content development, automation, behavior-based email series, and engagement reporting.
• Drove improvements in early user confidence, platform adoption, and customer satisfaction during onboarding.

Resource Center Development (RENXT and FENXT)

• The project manages the build and launch of digital resource centers, supporting proactive, self-guided learning for core product users.
• Facilitate cross-team alignment on content strategy, UX, and insights; managed toward a structured launch plan targeting September 2025.
• Create a sustainable framework for prioritizing post-launch enhancements and governance.

Customer Adoption Campaigns and Feature Deprecation.

• Coordinate strategic communications and partner engagement for deprecation and adoption campaigns tied to product roadmap changes.
• Drive collaboration between Customer Success, Products, and Enablement to ensure clear messaging, support readiness, and effective segmentation.
• Increased engagement through targeted webinars, email series, and partner enablement efforts.

Cloud Relocation to Azure

• Oversaw regional program execution for cloud migration across the US, Canada, UK, and Australia, tracking over 1,000 customer projects per migration cycle.
• Collaborated with functional managers to align resource plans, identify risks, and ensure timely customer communication.

FE7 to FENXT Upgrade and Support Optimization

• Managed rapid deployment of FENXT upgrades, with a focus on customer satisfaction and process standardization.
• Led support ticket improvement workshops, resulting in a 24% increase in stakeholder engagement, and streamlined issue resolution across teams.

• Delivered high-visibility projects in the higher education vertical across global regions, contributing to increased revenue and satisfaction.
• Mentored new team members, and provided onboarding guidance; supported continuous improvement of delivery methodologies, and internal training.
• Led collaboration across Sales, Success, Ops, and Support, improving client retention.

• Managed multiple database implementation projects, ensuring timely delivery and adherence to scope.
• Created and maintained project plans, monitored risks and schedules, and provided regular status updates to leadership and clients.
• Drove project success by managing cross-functional teams, implementing change management strategies, and maintaining focus on customer goals.