Brittany Soinski, otherwise known as the Captain of Onboarding Awesomeness, has served as a trusted advisor to several CS organizations over the last 10 years. She has a special passion for building best-in-class customer onboarding programs from the ground up, which is exactly what she’s busy doing as a Manager of Onboarding at Loom, the video and screen recording software we and probably a lot of our listeners use daily.

At Loom, she takes a consultative approach to onboarding that extends to two distinct groups: the internal CS team and Loom's customers. Notable projects include re-architecting the Sales to CS handoff process, creating a comprehensive change management toolkit, and being emcee and webinar presenter every single week.

In this episode, we discuss:
• internal enablement and why it's the most underrated Operations role
• redesigning customer onboarding programs
• Brittany's framework for human-centered design: empathize, define, ideate, prototype, test
• getting buy-in through feedback loops
• async vs. synchronous communication
• when to use Loom vs. when to use a Tango vs. when to hold a meeting

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