Summary
Overview
Work History
Education
Skills
Needs
Software
Certification
Languages
Timeline
CustomerServiceRepresentative

CAROLYN ELDER

Sr. Tech Program Manager & SaaS Writer
Austin

Summary

Values and vision-driven content creator and senior program manager with more than a decade of experience using my left and right brain. I want to be empowered to solve your product, content and cultural challenges with the support of a tech-focused and heart-led organization willing to let a mindful approach to relationships and work lead.

Overview

4
4
Languages
8
8
Certificates
4
4
years of post-secondary education
16
16
years of professional experience

Work History

Sr. Tech Program Manager, Product Owner

Tethr
2017-12 - Current
  • Championed Agile SCRUM methodology between architecture, UI design and development teams making feature scope and delivery status more traceable and transparent business-wide. This increased team velocity, improved product requirement quality and clarity, improved effort estimate quality and accuracy and improved the ability to plan and communicate delivery dates with confidence.
  • Reduced UI Product Engineering team's time-to-deployment from quarterly/monthly to weekly continuous delivery.
  • Gained cross-organizational stakeholder buy-in between Customer Success, Product R&D and Product Engineering leadership for continuous customer product feature delivery including customer support content through transparency, agile communication methods and establishing rhythms leaders could come to trust and relax into.
  • Host product demo with highest consistent company-wide attendance rate of 45-50%.
  • Introduced and host quarterly product demo feature review. Emailed video recap of this demo (which includes with user stories for top features) has 57% Open rate, 23% reopen rate and 26% CTR.
  • Resolved problems with new feature and enhancement request intake process across teams using an "effortless approach" to serving teams as customers.
  • Improved bug management and status reporting process.

Sr. SaaS Writer, Content Strategist

Tethr
2018-04 - Current
  • Identified gaps in existing content strategy and presented approach to improve our SEO and topical authority in the CX and conversation intelligence and analytics space. We're now competing on Google's first page for differentiating topical themes.
  • Research and write short and long-form SEO-optimized technical pillars and clusters on customer experience, effort, machine learning and AI, conversational analytics and conversation intelligence for Tethr.com that consistently outperform other blog contributor content (and compete with top industry content) by SERP position, time on page, exit rates, page visits and social engagement.
  • Identified risks to the brand in content (including voice, tone, style and POV in the market), presented strategies and tactics to address them and am in process of successfully implementing those.
  • Write and manage production of product-focused technical content for Support.tethr.com in alignment with feature deployment schedules.
  • Contribute to theming and writing product content for customer newsletters.
  • Act as Editorial director for internal Culture and company communications in collaboration with SMEs across organization. Produce Listen & Learn and Tethr'd Together newsletters.
  • Listen & Learn has average overall engagement rate per quarter of 153% | 80.5% open rate | 46% Reopen rate | 28% CTR
  • Tethr'd Together has avgerage overall engagement rate per quarter of 202% | 80% open rate | 89% Reopen rate | 61% CTR

Founder, Writer, Growth Coach

Conscious Content
2017-11 - Current

I believe that in work, in life, and in our growth—there is no separation.

  • As a writer and growth coach, I help my individual clients and teams study their unconscious behaviors, beliefs and stories to become connected leaders and teams who bring their whole selves to their work.
  • As a culture champion and business consultant, I help small businesses and startups define and build cultures that engage us all in the practice of self-reflection, selflessness, mindfulness and ultimately, self-growth for the whole system. So, the system can become a reflection of the wholeness of its parts.
  • Industries: Health & Wellness, Self-development, Coaching & Business Consultation
  • Clients: Ayurvedic products company, SaaS company, historical fiction author and individual coaching clients

Global Project Manager

HeathWallace, Inc.
2016-07 - 2017-12

Sr. Project Manager (contract)

Whole Foods Market
2015-06 - 2016-07

Sr. Digital Producer (contract)

T3 Austin's Innovation Agency
2014-12 - 2016-07

Digital Project Manager, Content Designer

Simantel Group Inc.
2011-09 - 2014-11

Education

Bachelor of Journalism - Magazine Journalism, Advanced Writing, Spanish

University Of Missouri - Columbia
1999-09 - 2003-12

Skills

Agile software product ownership

Product feature prioritization

User story definition

Content design & content strategy

Program & content governance

Culture communications

Technical writing

Editing

Social media strategy

Needs

  • Values and purpose-driven organization
  • Clear, direct and authentic communication
  • Trust and empowerment
  • Freedom to create
  • Depth and curiosity over quick and shallow
  • Space for play (sense of humor)
  • Experimental attitude
  • Growth mindset

Software

Wordpress, Zendesk, Grammarly, GatherContent

Slack, G Suite, MS Office

Figma, Illustrator, Canva, Venngage

SEMRush, Ahrefs, MarketMuse

Google Analytics (incl. Google Trends, Search Console)

Confluence/Jira, Harvest, Asana, Azure DevOps

Certification

Graduate 2-yr Hakomi Mindfulness Somatic Psychotherapy Comprehensive Training

2018-12

Ayurvedic Kitchen Sadhana Consultant Food, Breathe & Sound

2017-12

2 Energy Healing Anatomy & Practice Apprenticeships with Vanessa Stone

2015-03

Mediabistro Content Strategy

2012-09

Shoshin Shiatsu Structural & Energetic Integration Certificate

2012-03

Copy Editing Essentials & Develop Your Online Media Platform

2009-09

Google Professional Certification coursework

2009-01

ActOne Studios Intensive Acting Training, Various acting and voice over training at studios around Chicago

2010-05

Languages

English

Spanish

Emotional intelligence

Tech

Timeline

Graduate 2-yr Hakomi Mindfulness Somatic Psychotherapy Comprehensive Training

2018-12

Sr. SaaS Writer, Content Strategist

Tethr
2018-04 - Current

Sr. Tech Program Manager, Product Owner

Tethr
2017-12 - Current

Ayurvedic Kitchen Sadhana Consultant Food, Breathe & Sound

2017-12

Founder, Writer, Growth Coach

Conscious Content
2017-11 - Current

Global Project Manager

HeathWallace, Inc.
2016-07 - 2017-12

Sr. Project Manager (contract)

Whole Foods Market
2015-06 - 2016-07

2 Energy Healing Anatomy & Practice Apprenticeships with Vanessa Stone

2015-03

Sr. Digital Producer (contract)

T3 Austin's Innovation Agency
2014-12 - 2016-07

Mediabistro Content Strategy

2012-09

Shoshin Shiatsu Structural & Energetic Integration Certificate

2012-03

Digital Project Manager, Content Designer

Simantel Group Inc.
2011-09 - 2014-11

ActOne Studios Intensive Acting Training, Various acting and voice over training at studios around Chicago

2010-05

Copy Editing Essentials & Develop Your Online Media Platform

2009-09

Google Professional Certification coursework

2009-01

Bachelor of Journalism - Magazine Journalism, Advanced Writing, Spanish

University Of Missouri - Columbia
1999-09 - 2003-12
CAROLYN ELDERSr. Tech Program Manager & SaaS Writer