Última atualização: 22 de Outubro de 2024
Senior Manager, Product Education
Via Greenhouse
Sobre
Customer.io is looking for a motivated leader who can develop and champion a multi-year vision for product learning at Customer.io. We believe our customers will get the best experience learning to use our platform when all of our education resources are guided by a unifying vision, and we’re looking for someone with the same values to make that a reality.
The right person for this role will be hands-on, opinionated and possess a unique blend of product education, content production and management experience. You’ll have the agency and creative control to develop and execute a plan that will expand our technical writing team to become a center of excellence for product education, including educational video production and curriculum design.
Some things you'll do:
- Talk to customers and develop a deep understanding and empathy for how users understand Customer.io, and how to close the most critical customer knowledge gaps
- Develop strategies and resource requests for product education and manage the deployment of those resources to achieve measurable goals
- Keep up on how the best SaaS companies are teaching their customers, and pushing for a high standard in our content
- Partner with the Brand Studio to develop video training content and kickoff the development of a customer training academy
- Manage the Technical Writing team to continuously improve our product documentation
- Collaborate with CX leadership and Growth teams to make product education a strategic, integrated part of the new customer experience
About you:
- 4+ years of experience in customer education, instructional design, and/or technical writing in a SaaS or technology company
- 1+ years in a people management role, with experience coaching and up-leveling your team
- You have experience developing long-term strategies, including resource planning, goal setting, and KPIs
- You have experience setting up measurement strategies that ensure training content is effective and high quality
- You have experience developing content for customer training academies, learning paths, certification programs or other similar experiences
- You’re comfortable conducting direct customer research and turning insights into actions
What we're looking for:
- Candidates should ideally be located in the Americas
- Time zone preference: 3hr working overlap with the Americas (GMT-5 to GMT-8)
- Familiarity with the needs and practices of marketers and/or growth teams is a significant plus
- A growth mindset and a willingness to receive and provide feedback, and learn from mistakes
- Ability to thrive with autonomy and ownership—you bias toward action, and are comfortable navigating ambiguity
- Comfort communicating asynchronously, including across time zones
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