Customer Education Manager

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Requirements:

• 5+ years of experience in customer training within a SaaS environment
• Experience directly overseeing a team
• Ability to simplify complex software concepts to various audiences
• Experience in instructional design and content development
• Strong communication and presentation skills
• Customer-centric approach
• Strategic mindset with a proactive approach to identifying opportunities and challenges
• Readiness to work in a highly intense startup environment requiring extreme focus, a strong sense of ownership, and persistence to breakthrough
• Openness to constructive feedback and the opinions and ideas of others

Responsibilities:

• Develop and execute a best-in-class customer training program for enterprise level clients to educate them on Smartcat’s platform capabilities and optimize adoption of best practices
• Design digital onboarding and enablement programs tailored for new users, focusing on streamlining the setup process, emphasizing high impact use cases and workflows, with measurable increases in NSM within the first 90 days of registration
• Partner closely with Customer Success team to refine and execute client deployment strategy based on customer’s desired business outcomes
• Manage Smartcat Academy and certification program for all Smartcat use cases
• Drive the creation of educational onboarding content to improve customer adoption and retention rates, and reducing time-to-value
• Maintains a current, in-depth knowledge of Smartcat’s functions and technology to be able to effectively transfer this knowledge to a wide range of users
• Track the effectiveness of of training programs and adjust content and delivery methods based on feedback and training outcomes
• Gather feedback from customers on their training needs, desired features, and Smartcat usability and share insights with internal team to help promote continuous improvement
• Cultivate and maintain a clear understanding of our customer learning needs and ensure that our programs evolve alongside our product and positioning over time.
• Lead, update, and maintain our user community to drive customer engagement and gain valuable insights from customers
• Make data driven decisions and leverage data to determine learning gaps and use that information to iterate and improve
• Pitch new programs and content ideas. You’ll understand the needs and challenges of our customers and contribute ideas for high-quality content