About our Client: Our client is a high growth Gaming SaaS platform for enterprise clients with a focus on change management, learning and training. They are currently building out their NYC office and offer a fun office environment, full benefits, matching 401k, and more. They are well funded and this is an amazing opportunity to get in early and make an impact!
About the role: Our client is seeking a Customer Education Manager to join the Customer Success team. You will implement and execute scaled training programs that drive product usage and value for the customers. You will execute our customer education systems and develop content, both written and visual. You will also contribute to the high-level strategy of customer education.
An ideal candidate will demonstrate a proven ability to build and grow scalable training programs, tools, and processes to drive customers growth and productivity with an effective knowledge base, training materials, enablement programs and community management.
Responsibilities:
- Design and develop custom training materials such as self-help resources (verbal and visual) for admin users, performance support materials, and other education assets (i.e. presentations)
- Develop training tracks and curriculums for various business roles and users of the platform
- Develop and manage the content (verbal and visual) on our Support Help Center; work with Product and R&D teams to ensure that content remains updated according to new releases
- Provide effective software application training using a variety of web-based delivery to maximize use of the software
- Work with the Customer Success managers and implementation specialists to understand customer learning needs and apply to strategy
- Develop expertise in both administrator and end-user areas of the platform
- Develop and manage the internal learning platform
- Develop, maintain and deliver product release notes
- Drive and be measured against scaled engagement metrics that increase product usage and engagement
- Own our “closed doors” customers webinar strategy (the schedule, content, and execution); and funnel our customers through webinars for continued learning
- Managed and maintain customers forum and community
Requirements:
- 4+ years’ experience designing, developing and facilitating web-based training, preferably within a SaaS based environment.
- Demonstrable presentation skills and the ability to lead a positive, productive session in person and/or virtually via web conference
- Customer service orientation – Excellent communication (verbal, written, and presentation) and interpersonal (outgoing and personable) skills
- Ability to learn and become intimately familiar with our product so that you understand the way customers use our platform and can educate/mentor/coach them to achieve what they need using our platform
- Self-motivated, team-oriented, and focused on exceeding customer expectations.
- Strong project management skills including the ability to prioritize and manage time effectively and rigorous attention to details and patterns that lead directly to growth and scale
- Ability to perform well under pressure with time-sensitive projects
- Experience developing customer forums, encouraging self- and peer-based help and growing an active community of adopters – advantage
- Native or bilingual spoken and written English skills
Compensation: competitive base, bonus + competitive employee benefits