Customer Education Manager

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📅  Posted 16 days ago 📍 United States 💵 141,050-$175,000
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Job Description

Your impact

We’re looking for a Customer Education Manager to join our Employer Customer Experience team - working to manage and evolve our Handshake Pathfinders program. You will play an influential role in shaping the customer education strategy for employers and will successfully execute concise, impactful training content in one-to-many, self-service and automated channels. You will create learning experiences that deliver delight and value at scale. 

Your role

  • Design and deliver self-paced digital learning experiences including videos, in-app tutorials, webinars, office hours and online curriculums
  • Become a product expert with a deep understanding of Handshake and how customers can best utilize it to meet their goals
  • Build and optimize our LMS (currently Skilljar) to deliver a best-in-class customer learning experience
  • Define success metrics to analyze the effectiveness of our educational offerings and continuously improve our customers’ learning experience 
  • Seek and maintain knowledge of the latest trends in training and development and meaningfully contribute to customer education strategy
  • Work closely with cross-functional teams such as Product, Marketing, Sales, Success and Support teams
  • Curate and create content in direct response to the most frequently submitted questions, concerns and objections from customers
  • Build and maintain a webinar program that can scale across segments and measurable customer value

Your experience

  • 5+ years in B2B SaaS in instructional design, video production and/or eLearning development  
  • Experience in content design with a learning management software (LMS)
  • Knowledge of instructional design theory and learning principles 
  • Strong track record of success with cross-functional collaboration across multiple and diverse teams 
  • Excellent communication skills including verbal, written and interpersonal
  • Experience using a data-driven approach to evaluate success and drive results 
  • Self-starter who exhibits accountability and strong organizational skills
  • You thrive in a fast paced environment, appreciate and demonstrate flexibility as needed
  • You’re a do-er with a bias towards action and creative problem-solving

Must reside in San Francisco or NYC and be willing to working a hybrid work schedule

Compensation range

  • $141,050-$175,000