Customer Education Manager (New England Area)

Boston, MA, United States

Company Description

Thought Industries powers the business of learning with our industry-leading learning technology. We were founded in 2013 around the core belief that online learning experiences should be modern, intuitive, engaging, and scalable. Our mission is to transform the way online learning experiences are created, managed, and delivered on a global scale. Our goal is to become the premier enterprise platform for organizations who need to train and engage with their customers.

Job Description

We are seeking a talented and experienced Customer Education Manager to manage and improve our customer education initiatives. The Customer Education Manager will be responsible for developing and implementing comprehensive education programs, creating engaging educational content, and delivering effective training sessions to our customers.

Priority Responsibilities:

Contextual Education Optimisation

Objective: Develop, execute, and maintain our education strategy focused on in-platform contextual education, ensuring continuous improvement and positive user engagement with our in-house AI tool.

This strategy is an ongoing priority project that involves the following:

Data Analysis: Analyze ongoing interactions with our AI tool to optimize user consumption of educational content.

Content Review and Updates: Regularly update content based on analytics and deep-dive tactics to enhance engagement.

Content Creation: Develop new content avenues to bolster in-platform contextual education, thereby reducing overall resource needs.

Expert Resource: Serve as an educational strategist and expert on contextual education, providing insights from pre-sales to customer success.

Collaboration with Product Team: Use data-driven insights to work with the Product team to enhance the capabilities of our in-house AI.

Customer Community Management

Objective: Develop, execute, and maintain our education strategy within the Thought Industries Customer Community to drive engagement and optimize resource utilization.

Key Responsibilities::

Process Creation: Develop processes to meet engagement metrics and promote future consumption of community features by our clients.

Platform Administration: Manage the community platform to ensure a streamlined, user-friendly experience, including resource management, analytical updates, and communication facilitation.

Community Engagement: Run campaigns to encourage community interaction, actively engaging with members to foster successful conversations.

Customer Interaction: Handle all customer inquiries, feedback, and product suggestions, thereby reducing resource needs across the company.

Internal Collaboration: Work with Customer Success, Support Teams, and Product to advance ongoing projects and enhance client-focused outcomes.

Digital CSM Model: Play a critical role in the digital Customer Success Management model, contributing to decreased resource requirements company-wide.

Core Responsibilities Leadership and Strategy: Support and execute the customer education strategy to meet the needs of our diverse customer base.

Software Management: Maintain a number of tools and software used in customer education to offer the best services to our customers.

Internal Database management for all of Customer Experience

Optimize our unified search engine to increase ticket deflection.

Manage notification of new release functionality to customers within platform software.

Content Management: Create and maintain a library of educational materials, including guides, tutorials, videos, webinars, and other resources.

Training: Design and deliver training sessions, workshops, and webinars to educate customers on product features, best practices, and industry trends.

Collaboration: Collaborate with cross-functional teams, including product development, marketing, and customer success, to ensure alignment of education initiatives with company goals and objectives. Work closely with customer success managers to identify training needs and develop customized education plans for individual customers.

Analytics: Monitor and evaluate the effectiveness of education programs through feedback, surveys, and other metrics, and make adjustments as necessary.

Product Knowledge: Stay informed about product updates and changes and incorporate them into educational materials and training sessions.

Industry Standards: Keep abreast of industry trends and best practices in customer education and incorporate them into our programs.

Qualifications At least 2 years of experience in customer education, training, or instructional design, preferably in a technology or software company.

Strong instructional design skills and the ability to create engaging and effective educational content.

Excellent presentation and communication skills, with the ability to convey complex information in a clear and concise manner.

Experience with learning management systems (LMS), webinar platforms, and other educational technologies.

Strong project management skills and the ability to manage multiple projects simultaneously.

Customer-focused mindset with a passion for helping others learn and succeed.

Experience working with cross-functional teams and stakeholders to achieve common goals.

Certifications in education, training, or instructional design are a plus.

Familiarity with HTML and CSS a Plus.

Additional Information

Applicants must be authorized to work for any employer in the U.S.

All your information will be kept confidential according to EEO guidelines.

Thought Industries does not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law. Employment decisions at Thought Industries are based on merit, qualifications, and abilities.