Customer Education Manager

The Opportunity

Seamless is seeking an experienced Customer Education Manager to lead the efforts of ensuring our customers have the knowledge and skills to effectively utilize Seamless products and services.

This person will be responsible for designing and managing all customer training material post onboarding through live webinars, knowledge management articles, on-demand recordings and training courses, as well as creating new training curriculum.

Additionally, this person will actively seek and incorporate customer feedback to continuously improve our training programs and educational materials.

This role will play a critical role in shaping our customer training program. This role reports directly to the VP of Customer Success and will partner closely with cross-functional internal teams.

About the Role

Customer Training | Content Creation | Curriculum Development | Live Webinars | Customer Education

This role is focused on creating and managing customer education programs and materials after onboarding. The Customer Education Manager will be responsible for developing on-demand and live training experiences, creating curriculum, maintaining educational resources, collecting customer feedback, and helping improve the effectiveness of Seamless customer training programs.

What You'll Work On

Create high-quality, engaging on-demand training materials, such as video tutorials, user guides, and interactive modules to cater to diverse customer learning needs.
Plan, host, and facilitate live customer webinars focused on product education, feature adoption, and best practices to help customers maximize the product value.
Develop and implement a comprehensive training curriculum that maximizes customer adoption, product usage, and retention rates.
Collaborate closely with cross-functional teams, including Product Management, Marketing, Sales, and Customer Success to ensure training programs align with product updates, launches, and customer needs, as well as changing market trends.
Collect and analyze customer feedback regarding training effectiveness and incorporate insights to enhance one-to-many training programs and education.
Stay up to date with industry trends, best practices, and training methodologies to continuously improve the training materials and delivery methods.
Identify training gaps and work with relevant stakeholders to develop new training content and resources.
Maintain accurate records of training activities, customer participation, and performance metrics.
Develop plans to improve CSAT / NPS / Scores of training programs over time.
Customize training content to meet the specific needs of different customer segments or industries.

Required Skills

Experience Level

2 to 5 years of on-demand customer based training experience.
2 to 5 years of content creation and curriculum development experience.
Proven experience in designing customer training programs, preferably in a SaaS, software, or technology company.
Bachelor's degree in Education, Instructional Design, Communications, or a related field preferred.

Customer Training & Content Development

Experience with creating on-demand training materials, such as user guides, and interactive modules.
Familiarity with instructional design principles and adult learning theories.
Familiarity with multimedia tools and software used to develop e-learning resources.
Ability to adapt quickly to new technologies and tools used for training purposes.
Experience with a Learning Management System (LMS) or similar training platforms, Loom, Notion, Zoom Video or a comparable platform for user-guided video recordings.

Project Management & Collaboration

Excellent organizational and project management skills, with the ability to manage multiple projects simultaneously.
Collaborative mindset and ability to work effectively with cross-functional teams.
Demonstrated passion for delivering exceptional customer experiences and driving customer success through product/customer education.

Customer Feedback & Training Analytics

Analytical mindset, with the ability to assess training program effectiveness and make data-driven improvements.
Strong analytical skills to collect and interpret customer feedback and training metrics.

Nice to Have

Experience in the sales field and understanding of the sales process is preferred.

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