Director, Customer Education

Waltham, MA, United States

Dynatrace Director, Customer Education Waltham , Massachusetts Apply Now Dynatrace exists to make software work perfectly. Our platform combines broad and deep observability and continuous runtime application security with advanced AIOps to provide answers and intelligent automation from data. This enables innovators to modernize and automate cloud operations, deliver software faster and more securely, and ensure flawless digital experiences.

Job Description

Dynatrace is seeking a Director of Customer Education, who will be responsible for designing, developing, and executing comprehensive educational programs to empower our customers with the knowledge and skills necessary to maximize their success with our product. The Director of Customer Education will lead a team of enablement program managers, advisors and instructional designers to provide engaging and effective learning channels to customers, partners and internal employees with a variety of preferred learning styles. This role requires a blend of strategic thinking, instructional design expertise, and leadership capabilities to drive impactful learning experiences that contribute to customer satisfaction, retention, and advocacy. The Director of Customer Education will also collaborate closely with cross-functional teams such as go-to-market, product teams, sales and marketing to ensure alignment between educational initiatives and business goals, as well as continuously assessing and improving the effectiveness of our customer education efforts.

Responsibilities

Develop a strategic vision and roadmap for customer education initiatives aligned with company objectives,

thereby leveraging customer education to drive adoption, retention and growth.

Spearhead the design and development of educational channels, including online courses, tutorials, webinars, live

training and product onboarding offerings while utilizing instructional design best practices.

Define a learning strategy, combined with a content management strategy to drive development efficiency and

quality of learning content.

Manage a team of enablement program managers, advisors and instructional designers, providing guidance,

mentorship, and support to ensure high-quality deliverables and professional growth.

Collaborate with product management, marketing, customer success, customer support and other departments

to identify educational needs and opportunities throughout the customer journey.

Establish metrics and key performance indicators (KPIs) to measure the effectiveness and impact of customer

education programs, regularly analyzing data to drive continuous improvement.

Engage with customers directly through workshops, seminars, and other events to gather feedback, understand

their learning preferences, and promote ongoing learning and skill development.

Stay informed about industry trends, best practices, and emerging technologies in customer education,

integrating relevant innovations into our strategies and approaches.

Manage budgets, resources, and vendor relationships effectively to optimize the efficiency and scalability of

Act as a thought leader and advocate for customer education internally, promoting its importance and

demonstrating its impact on customer satisfaction, retention, and overall business success.

Qualifications

Bachelor's degree in Education, Instructional Design, Communications, Technology, Business or related field.

Advanced degree preferred.

Proven experience (5 years) in a leadership role within customer education, with demonstrable results achieved at a SaaS company.

Preferred Requirements

Strong understanding of instructional design principles, adult learning theory, and educational technologies.

Excellent communication and presentation skills, with the ability to convey complex concepts clearly and

effectively to diverse audiences.

Demonstrated ability to manage and inspire a team, fostering a culture of collaboration, innovation, and

continuous learning.

Strategic mindset with the ability to translate business goals into actionable educational initiatives and measure

their impact.

Experience working cross-functionally with product, marketing, sales, and support teams to achieve shared

objectives.

Proficiency in learning management systems (LMS), content authoring tools, and other relevant software

applications.

Highly organized with strong project management skills and the ability to prioritize and manage multiple

initiatives simultaneously.

Passion for customer success and a commitment to delivering exceptional learning experiences that drive value

and satisfaction.

Some travel will be required, but will typically be less than 25%.

Additional Information

DOE, annual salary of $172,000 - 210,000 plus Health, Dental, Life, STD, LTD, 401k, PTO. Total compensation may vary depending on candidate experience, education and location.

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

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

We offer competitive compensation, company-sponsored premium benefits, medical, dental, vacation/holidays, company matching 401(k) Plan, etc. Dynatrace is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, gender identity, religion, national origin, ancestry, citizenship, physical abilities, age, sexual orientation, creed, disability status, veteran status, pregnancy, genetic status, or any other characteristic protected by law. If your disability makes it difficult for you to use this site, please contact [email protected] . Dynatrace participates in E-Verify, participant information in English and Spanish. Right to work information in English and Spanish. EEO is the Law / EEO is the Law Supplement . To be considered for this position, please upload your resume/CV.

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