About our Client: Our client is a high growth NYC Saas startup offering performance and engagement solutions that help companies maximize the value of their employees. They leverage employee and customer data to blend real-time performance management with personalized microlearning and advanced gamification, They are currently building out their NYC office and offer fantastic office culture, full benefits, matching 401k, and more. They are well funded and this is an great opportunity to get in early and make an impact!
About the role: Our client is looking for an ambitious Customer Education and Knowledge Manager to join our Customer Success team. You will implement and execute scaled training programs that drive product usage and value for the customers. You will execute the 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.
It is equally important to find the right person to fit into the company and culture, which is all about striving to learn and improve. It is imperative that you are open to new ideas at all levels and have the confidence to try new things. We want someone who is creative and who can adapt quickly in our fast-moving organization. But most importantly, you must share our passion to provide a well-designed education experience that our customers value and that helps them achieve success.
Responsibilities:
- Design and develop training materials such as self-help resources (articles, visuals, videos, courses) for admin users, support materials, and other educational assets (i.e. presentations)
- Develop training tracks and curriculums for various business roles and users of the platform
- Develop and manage the content (videos, help articles, FAQs) on our Support Help Center; work with Product and R&D teams to ensure that content remains updated according to new releases; support the ongoing translation and language maintenance of articles
- Collaborate with Customer Success managers and implementation specialists to identify customer learning needs; design engaging and interactive learning experiences to meet those needs
- Develop expertise in both administrator and end-user areas of the platform
- Drive and be measured against scaled engagement metrics that increase product usage and engagement
- Manage and maintain customer forum and community
- Support the administration of our customer learning platform
Requirements:
- 3+ 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 Spanish and/or Portuguese spoken and written English skills
Benefits: You will be part of a dynamic team and have the privilege to work for a company that is building the infrastructure of the future. They offer a competitive compensation package, which includes: comprehensive health, dental and vision insurance, life insurance, generous PTO, happy hours, parties, and events to insert joy into the workflow, and most importantly, great people, growing market and a real opportunity for success. Role is hybrid office/work from home.
Compensation: competitive base salary, bonus + employee benefits