Manager, Customer Education

Location:
East Coast (Boston, Atlanta, or NY)

 

If you're a customer-focused, results-oriented leader with a passion for education and a track record of developing successful customer education programs, we'd love to hear from you. Apply today and join our team!

 

Productboard is looking for a Manager of Customer Education to lead and drive our customer education initiatives. The Manager will be responsible for authoring and executing a comprehensive customer education strategy, managing and coaching a team of instructional designers and content specialists, and overseeing the development of high-quality educational content for our customers. This role reports to the Sr. Director of Customer Success.

Key Responsibilities:

• Drive our Education roadmap and initiatives, ensuring that our educational offerings continue to exceed the needs of our customers as we evolve and grow our product.
• Lead and manage a team of instructional designers and content specialists to create engaging, informative, and high-quality educational content for our customers.
• Establish and maintain a content management system to ensure timely updates to our educational content library.
• Work cross-functionally with other teams, such as Product Management and Customer Success, to identify customer needs and develop bespoke educational solutions.
• Set clear goals for the team and measure their progress against those goals.
• Developing and maintaining relationships with internal SMEs and technical teams to formalize and sustain our customer education program.

• Proactively sourcing internal content that can be repurposed to drive customer education
• Evaluate and continuously improve current KPIs and initiatives that directly improve customer adoption and time to value.

Requirements:

• Experience in a SaaS customer organization, working with SMEs, content developers, and internal stakeholders on customer education initiatives
•  7+ years of experience in instructional design or customer education, with at least 3 years of experience in a leadership role.
• 4+ years experience leading a team of instructional designers and content specialists, with a servant leadership and results-driven mindset
• Excellent written and verbal communication skills, with the ability to convey complex ideas in a clear and concise manner.
• Deep project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Experience with learning management systems (LMS) and content management systems (CMS).  SkillJar is a strong +
• Demonstrated track record of successfully partnering across multiple teams (Marketing, Product, Eng, Support and Customer Success)

• Experience conducting needs analysis to identify gaps in the education content portfolio, alongside proposals to optimize those needs
• Strong analytical skills and the ability to use data to inform decisions.
• Proven results  presenting results to senior leaders and cross functional partners to educate and influence decision making
• Bachelor's degree in Education, Instructional Design, or a related field. 
• Strong understanding of adult learning methodologies and principles of learning science

You can look forward to the following benefits:

💰 Competitive compensation, stock options, company 401k 

📚 A budget for your professional development and ongoing learning 

🏝 4 weeks of paid vacation and paid sick days

💛 1 Volunteer Day per year for you to help causes close to your heart

🍀 Mental Wellness Program to support your well-being and self-care

🏋 Company contribution to gym and wellness memberships 

🚗 Commuter benefits

🍹 Team events, such as happy hours, off-sites, and retreats abroad 

❤️ Company contribution and access to best-in-class health benefits and your own Headspace membership

About Productboard

Productboard is a customer-centric product management platform that helps organizations get the right products to market, faster. More than 6,000 companies, including Microsoft, Zoom, 1-800-Contacts, and UiPath, use Productboard to understand what users need, prioritize what to build next, and rally everyone around their roadmap.

With offices in San Francisco, Vancouver, Dublin, Brno and Prague, Productboard is backed by leading investors like Tiger Global Management, Dragoneer Investment Group, Index Ventures, Kleiner Perkins, Sequoia Capital, Bessemer Venture Partners, and Credo Ventures. 

In January 2022, we closed our $125M Series D round, which put us into the Unicorn category of companies, with a valuation of $1.7B.

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