Summary
Overview
Work history
Education
Skills
Accomplishments
Timeline
Generic

Tacita Bugnath

Sheffield

Summary

Technical writer with a background in customer success and 6 years' experience across Edtech, Filmtech, and Fintech startups. Currently at Vestd, a Fintech/Sharetech equity management platform, producing in-app copy, help centre articles, product newsletters, and user documentation with a focus on clarity, compliance, and usability. Experienced in translating complex concepts into human-first content and leading cross-functional projects in collaboration with stakeholders across the business.

Skilled in HubSpot, Salesforce, Canva, Figma, Miro, Loom, Intercom, Zendesk, Tableau, Google Suite, MS Office, Trello, and Slack.

Overview

4
4
years of professional experience
3
3
years of post-secondary education

Work history

Technical Writer

Vestd
07.2024 - 06.2025
  • Translate complex financial and technical concepts into clear, accessible language for low-knowledge users.
  • Maintain and expand Help Centre, creating new articles and updating existing ones to reflect product changes and customer needs.
  • Collaborate with product managers to develop user-focused copy for new product releases.
  • Create and maintain user documentation in partnership with developers and business teams.
  • Ensure all content is accurate, compliant, and aligned with regulatory standards; regularly liaise with legal and key stakeholders for content review and approval.
  • Review and improve existing documentation to ensure clarity, consistency, and usability.
  • Manage multi-stakeholder documentation projects, ensuring timely delivery and cross-team alignment.
  • Maintain and evolve internal style guides and documentation best practices.
  • Write and edit monthly product updates for customer newsletter.
  • Support Marketing team with ad hoc copywriting tasks and content adaptation for specific markets and channels.
  • Edit content written by colleagues to ensure quality, consistency, and regulatory compliance.
  • Build and maintain strong working relationships across Product, Legal, Marketing, and wider business.

Customer Success Associate & Onboarding Specialist

Vestd
11.2021 - 06.2025
  • Communicating dense topic matter into digestible information according to audience comprehension levels.
  • Producing educational resources and materials, including tutorial videos, guides, and FAQs for internal use and customer-facing.
  • Creating email templates and snippets for different stages of onboarding and various scenarios.
  • Being an expert in the Vestd platform and trusted source of knowledge to guide clients on best practice solutions for their specific use-case, and providing platform demos/tutorials.
  • Leading development and implementation of efficient onboarding process for new service offering, collaborating with other teams, including product, marketing, and legal, to ensure seamless integration and compliance.
  • My efforts also extended to researching and determining optimal pricing.
  • As designated SME, I created internal resources and guides for customer success team and educational materials for client use - contributing significantly to service's successful launch and ongoing customer satisfaction.
  • Developing strong relationships with clients across different seniority levels, of different personality types and adapting communicative methods accordingly.
  • Effective time-management and task prioritisation in fast paced environment as autonomous worker.
  • Capability to collaborate effectively across teams.
  • Devising and executing strategies to improve internal communication channels, streamline workflows and processes, increase operational efficiency, and optimise resource utilisation.
  • Managing onboarding, support and maintenance of 80+ client accounts (clients being startups from different industries and at different stages - pre-seed, seed, early stage, growth stage, expansion stage and exit phase).
  • Acting as bridge between customers and product development teams, conveying feedback, enhancement suggestions, and feature requests to prioritise and implement customer-driven improvements and product updates.
  • Developing strategic onboarding plans to ensure client's goals are achieved.
  • Managing client dissatisfaction by offering solutions to address their concerns, conducting internal investigations to rectify or eliminate root causes, and escalating matters to appropriate teams when necessary.
  • Leading discussions on upselling and cross-selling, identifying avenues for revenue growth and enhancing customer value.
  • Regularly monitoring client accounts for indications of potential churn, such as reduced usage or engagement and proactively engaging with at-risk clients to identify and address their concerns, resolve issues, and reaffirm product's value.

Client Success Representative

KUDO
02.2021 - 10.2021
  • Managing onboarding, support, and maintenance of multiple client accounts ($50,000 - $150,000 annual contract value).
  • Created automated onboarding experience for lower tiered subscription customers.
  • Developed strategic onboarding plans to ensure client's goals are achieved.
  • Served as primary point of contact for clients, offering assistance with technical issues and effectively addressing client concerns.
  • Led discussions on upselling and cross-selling, identifying avenues for revenue growth and enhancing customer value.
  • Providing clients with monthly usage reports that emphasise key insights and offer recommendations for improvement (usage reports via Tableau).
  • Developed educational resources to empower and support clients in their product usage.
  • Collaborated closely with cross-functional teams to continually enhance product and offer valuable feedback and enhancement recommendations.
  • Engaged in efforts to enhance internal communication and optimise operational processes.
  • Overseeing client accounts to preemptively reduce risk of churn.

Education

Bachelor of Arts - Comparative Literature and Linguistics

Queen Mary, University of London
London
01.2013 - 01.2016

Skills

  • Technical writing & documentation
  • Cross-functional collaboration
  • Stakeholder communication
  • Customer education & enablement
  • Process design & optimisation
  • Client relationship management
  • Product knowledge & platform expertise
  • User-centred communication
  • Rapid grasp of new tools, concepts, and workflows

Accomplishments

    Penguin's #Merky Books New Writers' Prize Shortlist 2024/2025

Timeline

Technical Writer

Vestd
07.2024 - 06.2025

Customer Success Associate & Onboarding Specialist

Vestd
11.2021 - 06.2025

Client Success Representative

KUDO
02.2021 - 10.2021

Bachelor of Arts - Comparative Literature and Linguistics

Queen Mary, University of London
01.2013 - 01.2016

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Tacita Bugnath