Pat McKinnon

About Pat McKinnon

Strategic Customer Enablement leader with 10+ years of experience bridging the gap betweenplatform implementation and long-term product mastery. Expert in designing outcome-drivenlearning programs that decrease time-to-value and increase retention for complex SaaSenvironments. Proven track record of partnering with cross-functional teams to translate complextechnical functionality into structured, scalable customer education strategies.Areas of Expertise• Results-oriented Customer Success leader with a background in managing high-touchstakeholder relationships and driving adoption of data-driven digital platforms.• Experienced in owning a portfolio of high-touch clients, serving as a trusted partner toalign technology solutions with institutional business goals.• Coordinated international education initiatives and academic partnerships with globalstakeholders, advising on cross-cultural communication and multi-national contracts.• Spearheaded the design and delivery of scalable programs to improve educational qualityand technology adoption across 20+ institutions.• Adept at navigating ambiguity to build structured engagement models, deliver tailoredonboarding, and advocate for client needs in fast-paced, high-growth environments.

Experience

1. Training Manager

   Excellus BCBS

   Jan 2023 — Present · Syracuse, NY, US

   Partner with senior leaders, business stakeholders, and SMEs to identify workforce capabilityneeds and ensure successful adoption of enterprise learning solutions aligned withorganizational goals.• Architect structured learning journeys during the critical onboarding phase, significantlyreducing time-to-proficiency for internal stakeholders.• Lead the design and delivery of digital and instructor-led learning initiatives, ensuringemployees successfully adopt new processes, tools, and technologies.• Facilitate ongoing engagement with stakeholders to review training effectiveness, identifychallenges, and recommend solutions that improve program impact and user adoption.• Oversee learning operations and LMS administration including course deployment,reporting, compliance tracking, and analytics to support leadership decision-making.• Develop train-the-trainer programs and rollout strategies to support large-scale learninginitiatives across multiple departments.• Selected as a member of the Microsoft 365 Copilot pilot program to evaluate emerging AItechnologies and explore opportunities to improve workflows and learning solutions.

Education

• Syracuse University

  Master of Education - MEd, Teaching English as a Second or Foreign Language/ESL Language Instructor

  2017 — 2018

• Oakland University

  Bachelor of Arts - BA, Communication and Media Studies

• Syracuse University

  Instructional Design, Development, and Evaluation, M.S.

Skills

• China Business Development
• Public Speaking
• Event Planning
• Teaching English as a Foreign Language
• Community Outreach
• U.s.-China Relations
• Public Relations
• Fundraising