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CUSTOMER EDUCATION MANAGER (CE)
Mo's training goes beyond software, teaching the hard and soft skills needed to succeed in the tech industry.
Mo's training goes beyond software, teaching the hard and soft skills needed to succeed in the tech industry.
Training that turns "lightbulb moments" into lasting skills
Training that turns "lightbulb moments" into lasting skills
Mo's performance-driven, evidence-based, and action-first training makes learning stick in ways that are engaging, impactful, and memorable. Drawing on his background in teaching, graphic design, user experience, and psychology, I design custom, blended training solutions that boost learner performance. Mo takes a strategic approach to empower customers with the knowledge and skills they need to succeed with a product or service, ultimately leading to increased product adoption, engagement, and retention.
Work Samples
Work Samples
Software Academy Revamp
Software Academy Revamp
🏢 COMPANY
UserZoom
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📄 SUMMARY
UserZoom Academy (now UserTesting University) trains UX researchers, designers, and PMs on the UserZoom platform via courses and certifications. Business goals include reducing churn and boosting adoption; training goals focus on learner confidence, research quality, and faster application. Research evaluates Kirkpatrick Levels 1 & 2 — learner reaction and learning.
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🔎 AREAS OF FOCUS
training needs analysis (TNA), rubric writing, site audit, badges, credentials, certifications, and gamification, and course feedback form design
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☑️ RESULTS
Business and Company - User focus
Increased customer renewals
Increased user adoption of the platform and its features
Increased the number of users who are self-reliant and self-directed when it comes to research
Reduced the reliance on Research Partners (RPs)
Training - Learner focus
Increased the quality of research (outcomes and output) that learners conduct.
Increased learner confidence in applying key UX methods on the job
Increased the efficacy and usability of the Academy
Reduced the time learners take to apply what they’ve learned
Social Signals Walkthrough
Social Signals Walkthrough
🏢 COMPANY
Hearsay Social (now known as Hearsay Systems)
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📄 SUMMARY
This video provides an overview of Social Signals, a feature set designed for salespeople in the financial services and insurance industries to help maintain client relationships, stay top-of-mind, and identify opportune moments to sell products.
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🔎 AREAS OF FOCUS
webinars, onboarding, walkthroughts, ILT
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☑️ RESULTS
Increased user adoption
Increased user satisfaction
Decreased the learning curve (time)
User Onboarding Documentation
User Onboarding Documentation
🏢 COMPANY
Illnios Institute of Technology - Institute of Design
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📄 SUMMARY
This document serves as the primary means of self-directed asynchrous onboarding training for the Alumni Network of IIT ID.
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🔎 AREAS OF FOCUS
software documentation
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☑️ RESULTS
Increased user adoption
Increased user activation
Increased user referrals
Decreased user time to first value
Podcast
Podcast
🏢 COMPANY
Theory and Practice Skills Training
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📄 SUMMARY
New and aspiring Learning Experience Designers can listen to episodes about core hard and soft skills needed to succeed as educators and trainers. Updated monthly.
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🔎 AREAS OF FOCUS
Thought leadership
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☑️ RESULTS
Share knowledge, tips, and tricks
Other Areas of Mo's Past Work (ask Mo about it):
Other Areas of Mo's Past Work (ask Mo about it):
Documentation (knowledge bases, help centers, developer documentation) [UserTesting]
Instructor-led Training (in classroom or virtual) [The Flatiron School]
Self-paced Training (eLearning or videos) [UserZoom]
Academies (universities or learning centers) [UserZoom]
Certifications (assessments) [UserZoom]
Communities (online learning forums, or in-person meetups) [IIT ID]
In-Product Education (IPE) [Hearsay Social and Salesforce]
About Mo
About Mo
PAST CLIENTS AND EMPLOYERS
THE MANY PARTS OF MO
Who is Mo?
Who is Mo?
My superpower? Taking complex topics, stripping them down to what actually matters, and making them click for others. I thrive at the intersection of ideas - finding unexpected connections, untangling problems, and building the tools and processes that make work feel less like work.
I'm curious, playful, and relentlessly optimistic. I bring energy, creativity, and a healthy dose of humor to everything I touch. My colleagues would call me determined, proactive, and hard to slow down - and they wouldn't be wrong.
I'm always looking for a better way. Whether it's a workflow, a system, or an approach to collaboration, I can't help but ask "what if we did this differently?" When new ideas take shape, I prefer to bring people along for the ride - building consensus, earning buy-in, and moving forward together rather than alone. Orchestrating people and efforts is where I genuinely shine.
As an intrapreneur, I've helped organizations work smarter, collaborate more effectively, and raise the bar on their learning experience design (LXD) maturity. I feel genuinely lucky to work in a field that aligns with my interests, skills, values, and sense of purpose - LXD isn't just my job, it's my ikigai.
Outside of work, you'll find me lost in a good story, planning an event, writing, or making people laugh through improv comedy.
Types of Roles Mo is Looking For
Types of Roles Mo is Looking For
Customer Education is the clearest shorthand for what Mo does - but the industry hasn't settled on a single name for it. You might also see it called Customer Enablement, Technical Training, Training Content Development, or Community Education. The titles shift; the work doesn't.
What matters more than the label is how a role is structured. When Mo evaluates a position, he's looking at a few key dimensions:
Reactive vs. Proactive. Mo builds things before the fire starts, not in response to it. He's looking for organizations that treat education as a growth strategy, not a support patch.
Strategic vs. Tactical. He operates best when strategy sets the direction and tactics execute it - moving fluidly between the two, but always with the bigger picture as the anchor.
Internal vs. External. Mo wants to be customer-facing - the recognizable voice and presence behind a company's training program, not a behind-the-scenes content producer.
Who He'd Partner With and Report To. His best work happens in proximity to Product, Marketing, and Customer Success - teams that think about adoption, retention, and the customer journey the same way he does.
More than any title, Mo is looking for the overlap between what he emphasizes and what an employer actually prioritizes. When that alignment is there, the role name is almost beside the point.
Testimonials
Testimonials
Mo has the true soul of a learning experience design professional, neither content to stop at a surface-level evaluation or just solve for low hanging fruit. He pursues the vision of a better product or process with tenacity and most importantly, is a kind caring person.
Douglas Bantz
Creative Director & Lead Instructor at The Flatiron School
I rarely come across real talents who stand out like Mo. Mo’s attention to detail and thoughtfulness was unlike any I’ve seen before and made a dramatic increase in the quality of workshops we conducted as well as the thought leadership we published for our organization internally. No matter how tense a project or meeting, Mo made sure everyone left with a smile.
Dujon C. Smith
Principal at Accenture Ventures
Working with Mo was wonderful. Mo has the ability to quickly adapt to changing project constraints all while maintaining a collaborative team environment. Working with him was a great experience.
Andrew Russell
Design Researcher at Sylver Consulting
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