Open to opportunities

Erzhena Soktoeva

@erzhenasoktoeva

Message

Onboarding and customer experience leader creating scalable product adoption.

United States

Message

What I'm looking for

I’m looking for a customer-facing role where I can lead onboarding and enablement at scale—turning ambiguity into repeatable processes, partnering cross-functionally, and using metrics, research, and UX/product fluency to improve adoption outcomes.

I’m a customer-facing onboarding and program leader with 10+ years of experience managing complex, multi-stakeholder product rollouts at scale. I translate customer goals into successful adoption by owning onboarding for enterprise and nonprofit customers, building enablement content, and delivering live and self-serve training.

My track record spans Microsoft, ASU, and independent consulting. At Microsoft, I owned escalation management for 2,000+ enterprise customers, used SQL to diagnose billing issues, and streamlined onboarding for nonprofit and education segments—reducing time-to-value and improving consistency through onboarding guides, reusable templates, and scaled workflows.

Across ASU Decision Theater and my freelance work, I design onboarding UX and lead coaching programs, using user research and analytics (including Google Analytics) to measure success and improve product experience. I’m known for clear communication, cross-functional coordination, and turning ambiguous customer situations into repeatable, scalable processes—supported by Agile/JIRA execution and a strong Figma/UX/product fluency.

Experience

Work history, roles, and key accomplishments

Independent Onboarding Consultant

Independent Technology Consultant

Oct 2024 - May 2026 (1 year 7 months)

Managed end-to-end onboarding of non-technical clients to digital platforms, owning setup, training, and handoff to self-sufficient operation. Created tailored instructional guides and provided consultative support to advise on digital product strategy and best practices.

Customer Onboarding Digital Platform Setup Instructional Design

Onboarding Consultant

Independent Technology Consultant

Oct 2024 - May 2026 (1 year 7 months)

Managed end-to-end onboarding of non-technical clients onto digital platforms by owning setup, training, and handoff to self-sufficient operations. Created customized training guides and provided ongoing advisory support to help clients adopt and apply digital product best practices.

Customer Onboarding Digital Platform Setup Instructional Design Figma

UX & Product Onboarding Lead

ASU Decision Theater

Jan 2017 - Jan 2024 (7 years)

Designed and delivered web-based onboarding UX and product-adoption tools for enterprise, government, and nonprofit customers across healthcare, education, and sustainability. Used surveys, stakeholder interviews, and Google Analytics to identify friction and improve onboarding success, while implementing Agile processes in cross-functional teams via JIRA.

UX Design Product Management Customer Onboarding User Research User Flows Google Analytics Agile Delivery Jira Training & Enablement Cross functional Coordination

Azure Billing Escalation PM

Microsoft

Jan 2013 - Jan 2017 (4 years)

Owned escalation management for 2,000+ enterprise customers, diagnosing complex billing issues and coordinating cross-functional resolution to speed case closure. Led cross-country onboarding efforts for Microsoft Store Online, gathering regional requirements, running UAT, and coordinating customer migration for 40+ countries.

Customer Onboarding Escalation Management Azure Billing Cross Functional Stakeholder Management UAT coordination Process Optimization Requirements Gathering Agile Workflows

Mentor (Student Support)

Global Give Back Circle

Jan 2013 - Jan 2014 (1 year)

Mentored a high school student on educational pathways and economic empowerment, supporting long-term development goals.

Mentorship Economic Empowerment Support Coaching Goal Setting

Program Mentor

Global Give Back Circle

Jan 2013 - Jan 2014 (1 year)

Mentored a student on educational pathways and economic empowerment, supporting long-term goals around access and opportunity.

Mentorship Goal Setting Coaching Community Support Program Follow Through Inclusion & Access Advocacy

Wildlife Rescue Operations Volunteer

Liberty Wildlife

Jan 2020 - Present (6 years 4 months)

Migrated the rescue team’s operations guide to Google Docs/Sheets and onboarded team members to Slack to improve coordination for time-sensitive operations.

Google Docs Google Sheets Team Coordination Process Migration

Wildlife Ops Onboarding Volunteer

Liberty Wildlife

Jan 2020 - Present (6 years 4 months)

Migrated rescue team operations documentation to Google Docs/Sheets and onboarded team members to Slack to improve coordination for mission-critical operations.

Onboarding Google Docs Google Sheets Process Standardization