Situation
A high-visibility customer onboarding engagement was already several weeks underway when I joined. The training work had no defined curriculum, clear scope, or agreed ownership. The customer’s cloud-migration timeline was moving ahead while the learning plan remained undefined.
The immediate need was to turn that ambiguity into a deliverable program, with enough clarity for the team to begin producing content and for the customer to understand what would be ready.
How I established the plan
I assessed the learning gaps connected to the implementation and organized the curriculum into two role-based learning paths. The curriculum map defined the sequence, objectives, and scope of the resources we needed to deliver.
I used that map to establish ownership and review responsibilities. It connected the customer’s needs to specific learning deliverables and gave the internal team a basis for assigning work and tracking progress.
What I designed
The program centered on the capabilities each role needed for the migration. Separating the paths by role kept the content relevant to the work different participants would be doing.
I also built a custom LMS landing page and a reporting dashboard for the engagement. The landing page brought the learning together in one place, while reporting supported visibility into the program.
How I managed delivery
I assigned work to two instructional designers, reviewed their deliverables, and created content myself. I coordinated with solutions architects, the customer education delivery team, and the customer to keep the curriculum aligned with the engagement.
Weekly internal and customer updates provided a regular opportunity to review progress and clarify what was coming next. Defined scope, ownership, and review responsibilities turned the engagement into a delivery plan the team could execute.
The work required both program leadership and instructional judgment: deciding what belonged in the curriculum, directing production, reviewing quality, and communicating directly with the customer.
Impact
The team delivered 11 resources across the two learning paths in six weeks. The engagement earned 100% customer CSAT, and training was recognized as a highlight in the onboarding retrospective.
Delivery and customer feedback provided the evidence of success: the agreed learning resources were completed within the six-week window, and the customer positively evaluated the training.