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Operationalizing Enterprise Onboarding and Enabling Offshore Handoff Post-Acquisition
Dates:
December 2012 - January 2015
Role:
Client Experience Lead – Adobe Social Integration
Team Composition
1 Manager, 3 Customer-facing Onshore Consultants and 8 Offshore Engineers
Project Type:
Enterprise Onboarding Strategy & Process Transformation
Overview:
When Adobe acquired Context Optional and Efficient Frontier in 2011, I joined as a UX lead to help transition and unify the newly acquired platforms into a cohesive social product suite.
Context
Our earliest customers—Warner Bros, NBC Universal, LiveNation, Nissan, and FordEU—had vastly different campaign structures, expectations, and internal processes. The legacy onboarding process often took up to six months, creating costly delays and limiting the scalability of our customer success efforts.
The Challenge:
The acquisitions left behind a trail of overlapping tools, inconsistent UX patterns, and a lack of standardized onboarding resources. Internal teams were stretched thin, and the onboarding process relied heavily on onshore consultants to guide each customer through setup and training.
My Role:
Partnering closely with customer success and engineering teams, I led efforts to redesign the onboarding experience and empower internal teams with scalable, reusable tools. I:
• Created modular onboarding templates and self-service documentation
• Built internal onboarding roadmaps and enablement resources
• Designed visual presentations and systems to communicate UX value across teams
• Collaborated with cross-functional stakeholders to align onboarding with broader product strategy
Outcome:
We reduced onboarding time from six months to just two weeks and enabled repeatable, efficient adoption paths for enterprise clients. More importantly, we matured the process to the point where onshore consultants were no longer needed. The fully documented system could be handed off to offshore teams, dramatically lowering operational costs and freeing up onshore resources to focus on growth and innovation.
Connect With Me:
Reduced onboarding from six months to two weeks by redesigning the entire support model. I led UX efforts that streamlined processes, empowered offshore teams, and phased out the need for onshore consultants—turning a bottleneck into a blueprint for scale.
