🔒 Note on confidentiality
The problem-solving approach, methodologies, strategic decisions and resulting percentage improvements accurately reflect the project's success.
Scaling Customer Education for a Global Technology Platform
Role: Product Leader - Learning Platform
Domain: B2B Industrial Technology & IIoT
Timeline: 2020-2023
Scaling Knowledge Across Global Ecosystems
A global industrial technology company faced significant adoption barriers with their complex IIoT platform.
Despite having powerful capabilities, customers struggled to realize value quickly, resulting in:
- Extended time-to-value (60+ days for basic implementation)
- Low feature adoption rates across the platform suite
- High support ticket volume for fundamental use cases
- Customer frustration is impacting renewal conversations
Existing documentation and tutorial videos saw minimal engagement, failing to address the growing complexity-to-usability gap.
Product-Led Customer Education
I spearheaded the creation of a customer education platform treated as a core product, not a support function:
Customer-Centric Learning Architecture
- Conducted journey mapping with 50+ enterprise customers across different technical maturity levels
- Identified critical adoption blockers and knowledge gaps through usage data analysis
- Designed progressive learning paths aligned to specific customer roles and use cases
Data-Informed Curriculum Development
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Analyzed platform usage patterns to identify the most valuable but underutilized features
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Developed practical, scenario-based content focused on immediate ROI
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Implemented feedback loops to continuously refine course effectiveness
Engagement-Driven Platform Experience
- Collaborated with UX to create an intuitive, self-service learning environment
- Integrated gamification and certification to motivate skill development
- Established clear progression metrics to demonstrate customer learning ROI
Education as a Growth Engine
The customer education platform became a strategic driver of product adoption and customer success:
customers enabled
training view / year
increase course completion
decrease in basic support
Testimonials related to this project
"Nicolas brings a wide range of skills in both project management and product strategy, being capable of visualizing the market, understanding user needs, and proposing adapted solutions. In addition to his technical skills, Nicolas possesses remarkable soft skills.
His enthusiasm and talent for explaining and communicating information, combined with his ability to take responsibility, make working with him particularly smooth and enriching. Creative and empathetic, he is skilled at motivating and inspiring others."
— Jean-David E. Former [Head of Information Security] Source: LinkedIn