Customer Education Specialist

Customer Education Specialist

Requirements

• 2 years experience in education, copywriting, customer support, communications, or a related field.
• 1 year of professional experience in customer education and training.
• 2+ years working with enterprise software solutions.
• Relevant experience with Pendo or product experience and digital adoption solutions.
• Familiarity with learning management systems and e-learning platforms.
• Proficiency in creating and delivering engaging training materials.
• Excellent communication and presentation skills.
• Strong problem solving and analytical skills.
• Persistence and determination to deliver results.
• Interest in implementing feedback and dedication to the improvement of skills and work.
• A desire to help people and improve the customer experience.
• Relevant experience with HTML, CSS, or javascript.
• Experience in curriculum design.

Responsibilities

• Able to understand and describe all key features of the product to cover the primary use cases for our customers.
• Understands basic requirements, identifies basic risks and sets a timeline for execution for the courses, in-app content, or video content.
• Collaborate with cross-functional teams to identify customer education needs and work with the education manager to map the development of relevant content.
• Completes deliverables consistently and on time.
• Delivers well-written content in a variety of formats that meet style and accuracy expectations, with a minimum of copyediting required.
• Produces screenshots, screen recordings, and other forms of content as needed.
• Effectively manages and communicates change across stakeholders on a project.
• Stay up-to-date with industry trends and advancements to ensure our customer education programs remain relevant and effective.
• Monitor and evaluate the effectiveness of customer education programs through feedback and analytics.
• Contribute to a documentation library of content lifecycle, tools used, and processes followed.
• Manage catalog pages, courses, assets, theming, tags, and groups.
• Has a general understanding of how the product fits into the jobs and roles of our key personas.
• Regularly solicit feedback from Customer Success, Support, Sales, and Product Management for the training and education content.
• Apply learnings from customer feedback in user groups, beta groups, and cases to gain additional insight into perceptions or suggestions for the Help Center.
• Other duties, as assigned.

Preferred Qualifications

No preferred qualifications provided.