Customer Education Manager

Description

VAST Data is looking for a Customer Education Manager to join our growing team!

This is a great opportunity to be part of one of the fastest-growing infrastructure companies in history, an organization that is in the center of the hurricane being created by the revolution in artificial intelligence.

"VAST's data management vision is the future of the market."- Forbes

VAST Data is the data platform company for the AI era. We are building the enterprise software infrastructure to capture, catalog, refine, enrich, and protect massive datasets and make them available for real-time data analysis and AI training and inference. Designed from the ground up to make AI simple to deploy and manage, VAST takes the cost and complexity out of deploying enterprise and AI infrastructure across data center, edge, and cloud.

Our success has been built through intense innovation, a customer-first mentality and a team of fearless VASTronauts who leverage their skills & experiences to make real market impact. This is an opportunity to be a key contributor at a pivotal time in our company’s growth and at a pivotal point in computing history. We are seeking a strategic leader to join the VAST Training & Enablement team as the Customer Education Manager. As the manager for all customer-facing training, you will be responsible for managing and evolving customer education programs aimed at enhancing our customers' knowledge and skills, driving product adoption, and ensuring a positive customer experience. This role requires a blend of leadership skills, training program expertise, scalable strategy, and a deep understanding of customer needs.

We are seeking a strategic leader to join the VAST Training & Enablement team as the Customer Education Manager. As the manager for all customer-facing training, you will be responsible for managing and evolving customer education programs aimed at enhancing our customers' knowledge and skills, driving product adoption, and ensuring a positive customer experience. This role requires a blend of leadership skills, training program expertise, scalable strategy, and a deep understanding of customer needs.

Strategic Planning:

• Continuously evolve the strategy for customer education aligned with company goals and customer success initiatives.
• Collaborate with cross-functional teams to identify key educational priorities and align them with product roadmaps and customer needs.

Program Development:

• Design and oversee customer education curriculum that addresses various skill levels, learning styles, and customer segments.
• Manage existing on-demand, VILT, and ILT training programs for customers
• Implement best practices in instructional design, e-learning, and adult learning methodologies to create engaging and effective learning experiences.
• Strategically evolve the current programs to meet the changing needs of the business

Content Creation:

• Coordinate with instructional designers, content developers, and subject matter experts to create high-quality, relevant, and up-to-date educational materials.
• Develop multimedia content, including videos, webinars, tutorials, and lab content to support diverse learning preferences.

Delivery and Implementation:

• Manage the customer-facing experience within a learning management system (LMS) to deliver and track educational content, in coordination with an LMS Administrator
• Collaborate with customer success teams to integrate education into onboarding and ongoing customer interactions.

Metrics and Analytics:

• Establish and track key performance indicators (KPIs) to measure the effectiveness of customer education programs.
• Analyze data to identify trends, assess program impact, and make data-driven decisions for continuous improvement.

Stakeholder Collaboration:

• Work closely with technical and product teams to ensure education programs align with product updates and releases.
• Collaborate with sales and customer success teams to identify opportunities for education to enhance customer satisfaction and reduce support inquiries

Requirements

• 5+ years of Customer Education and/or Enablement experience
• Proven experience in developing and managing customer education programs
• Strong understanding of adult learning principles and instructional design
• Ability to create engaging and effective educational content in various formats
• Understanding of e-learning platforms and delivery mechanics
• Travel for several days every 1-2 months to oversee ILT training sessions as needed