Experienced Customer Education Manager – Remote Opportunity to Drive Product Adoption and Customer Success through Innovative Training and Education Strategies

Introduction to PeopleGrove and the Role

PeopleGrove is a pioneering company in the ed-tech industry, dedicated to empowering institutions and organizations to foster meaningful connections and drive success through its innovative platform. As a member of our Customer Support and Education team, the Customer Education Manager will play a pivotal role in shaping the customer education strategy, developing, and delivering product education and training content that supports the successful adoption and growth of the PeopleGrove platform. This is a unique opportunity for a passionate and experienced education professional to join a dynamic team and make a significant impact on customer success.

Scope of the Role and Core Responsibilities

The Customer Education Manager will be responsible for designing, developing, and delivering interactive training content that is engaging, informative, and tailored to meet the diverse needs of our customers. This will include creating videos, in-app tutorials, webinars, and course modules that are concise, impactful, and easy to digest. The successful candidate will also manage and expand PeopleGrove's Knowledge Base and other self-directed learning channels, ensuring that customers have access to the resources they need to excel.

• Independently design, develop, and deliver various forms of interactive training content, including videos, in-app tutorials, webinars, and course modules.
• Manage and expand PeopleGrove's Knowledge Base and other channels of self-directed learning, ensuring that customers have access to the resources they need to succeed.
• Become a product expert with a deep understanding of how the platform functions and how customers can best utilize it to meet their goals.
• Demonstrate the efficacy of various customer education initiatives through assessments, surveys, feedback, and defined success metrics that achieve customer satisfaction and engagement targets.
• Seek and maintain knowledge of the latest trends in training and development, contributing meaningfully to the overall customer education strategy and staying up-to-date with industry best practices.
• Utilize and contribute content to the PeopleGrove Admin Community to support education initiatives and foster a sense of community among customers and internal stakeholders.
• Work in partnership with the Support team to organize and develop training resources that equip internal teams with the product knowledge necessary to excel in their functions.
• Collaborate with Support team members to prioritize education content, reduce customer support ticket backlog, and improve product adoption, ensuring that customers receive the support they need to succeed.
• Field inbound customer and internal product queries as needed, providing timely and effective support to ensure customer satisfaction and success.

Essential and Preferred Qualifications

The ideal candidate will have a minimum of 3 years of experience designing and executing customer education content and tactics that align with overall customer success strategies and goals in a B2B SaaS organization. They will have a proven track record of success partnering cross-functionally with Customer Success Managers, Services, Support, Marketing, and Product teams to identify knowledge gaps and inform overall strategy and education roadmap.

• 3+ years of experience in customer education, training, or a related field, with a focus on B2B SaaS organizations.
• Demonstrated success in designing and delivering customer education content that drives product adoption, customer satisfaction, and revenue growth.
• Exceptional verbal, written, and interpersonal skills, including the ability to confidently lead one-to-many trainings for customers and internal stakeholders.
• Self-starter with strong organizational skills, able to manage competing projects and priorities in a fast-paced environment.
• Experience in customer-facing roles in B2B organizations, with a strong understanding of customer needs and preferences.
• Experience with Learning Management Systems (LMS) or building course material, with a focus on creating engaging and effective learning experiences.
• Previous or current PeopleGrove platform experience and/or background in higher education or ed-tech, with a deep understanding of the industry and its challenges.

Skills and Competencies Required for Success

The successful candidate will possess a unique blend of skills and competencies, including:

• Strategic thinking: ability to develop and execute a customer education strategy that aligns with overall business goals and objectives.
• Communication skills: exceptional verbal, written, and interpersonal skills, with the ability to communicate complex concepts in a clear and concise manner.
• Project management: ability to manage multiple projects and priorities, with a focus on delivering high-quality results in a fast-paced environment.
• Collaboration and teamwork: ability to work effectively with cross-functional teams, including Customer Success, Support, Marketing, and Product.
• Adaptability and flexibility: ability to adapt to changing priorities and deadlines, with a focus on delivering results in a dynamic environment.
• Technical skills: experience with Learning Management Systems (LMS), content creation tools, and other technologies relevant to customer education and training.

Career Growth Opportunities and Learning Benefits

At PeopleGrove, we are committed to the growth and development of our employees, providing opportunities for career advancement, professional development, and continuous learning. As a Customer Education Manager, you will have the opportunity to:

• Develop and execute a customer education strategy that aligns with overall business goals and objectives.
• Collaborate with cross-functional teams to identify knowledge gaps and inform overall strategy and education roadmap.
• Stay up-to-date with industry trends and best practices in customer education and training.
• Develop and deliver training content that drives product adoption, customer satisfaction, and revenue growth.
• Participate in professional development opportunities, including conferences, workshops, and training sessions.

Work Environment and Company Culture

At PeopleGrove, we celebrate diversity and inclusivity, fostering a work environment that is collaborative, dynamic, and supportive. Our company culture is built on the values of:

• Empathy and understanding: we prioritize the needs and perspectives of our customers, employees, and partners.
• Innovation and creativity: we encourage experimentation, innovation, and creativity in all aspects of our work.
• Collaboration and teamwork: we work together to achieve common goals, sharing knowledge, expertise, and resources.
• Continuous learning and growth: we prioritize professional development, providing opportunities for continuous learning and growth.
• Diversity and inclusivity: we celebrate diversity and inclusivity, fostering a work environment that is welcoming and supportive.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary range that is commensurate with experience, as well as a range of perks and benefits, including:

• Flexible work arrangements: we offer flexible work arrangements, including remote work options and flexible hours.
• Professional development opportunities: we prioritize professional development, providing opportunities for continuous learning and growth.
• Comprehensive benefits package: we offer a comprehensive benefits package, including health, dental, and vision insurance, as well as retirement savings and other perks.
• Recognition and rewards: we recognize and reward outstanding performance, providing opportunities for career advancement and professional growth.

Conclusion and Call to Action

If you are a passionate and experienced education professional looking for a new challenge, we encourage you to apply for the Customer Education Manager role at PeopleGrove. This is a unique opportunity to join a dynamic team and make a significant impact on customer success, driving product adoption and revenue growth through innovative training and education strategies. Please submit your application, including a cover letter and resume, to be considered for this exciting opportunity.