Case Study: Enterprise Enablement Program

Background:

ACAMS provides regulatory compliance technology to financial institutions worldwide. The platform is highly complex, serving clients of all sizes, across geographies, and under varying regulatory requirements. Successful adoption depends on ensuring that compliance teams can quickly understand and confidently use the software.

Problem:

As the client base grew, the need for in-depth training sessions expanded rapidly. Relying on multiple team members to conduct every onboarding and refresher training created a bottleneck and wasn’t scalable. In addition, compliance teams often required extra support after training sessions because of the volume and complexity of topics covered.

Approach + Methodology:

To improve scalability while preserving the value of personalized training, I took the following steps:

• Took ownership of delivering live customer training, ensuring each client received tailored guidance.
• Identified recurring themes and frequently asked questions during sessions to inform the design of scalable resources.
• Developed a library of video tutorials and written documentation, using industry-standard production tools.
• Positioned the resources as a complement to in-person sessions, providing customers with on-demand support while still offering personalized expertise when needed.

Solution:

I designed and delivered a customer education program combining:

• Live onboarding sessions: In-depth, scenario-based training tailored to each institution’s needs.
• Self-service content library: A structured set of videos, FAQs, and guides addressing the most common use cases and challenges. The hours spent training teams on how to use the tool enabled me to design an effective solution, knowing what content to present, what questions to preemptively address, and where to spend extra time where institutions generally required additional help.
• Recorded and edited the video and audio for each tutorial - to support the team, I developed video production skills using industry-standard tools to deliver high-quality tutorials.
• Ongoing customer support: Reinforcing adoption by making resources easily accessible between training sessions.

Outcomes + Impact:

Throughout my time at ACAMS, I have:

• Delivered 500+ hours of live training to financial institution compliance teams worldwide. This direct interfacing with our clients is critical for ensuring successful product adoption, and for giving users the security of knowing we would be there for them when they needed our support, ultimately driving strong retention rates.
• Reduced training requests by 24% through self-service enablement resources.
• Lightened the load on the customer success team, freeing time for higher-value activities.
• Improved onboarding experience and accelerated adoption for new customers.

Takeaway:

By balancing scalable self-service enablement with tailored customer training, I demonstrated how a lean team can drive adoption, reduce operational burden, and improve customer outcomes.