Customer Education Manager (In-App)

Location: Remote

Reports to: Director of Customer Education

About AlphaSense: 

AlphaSense is a market intelligence platform used by the world's leading companies and financial institutions. Since 2011, our AI-based technology has helped professionals make smarter business decisions by delivering insights from an extensive universe of public and private content—including company filings, event transcripts, news, trade journals, and equity research. Our platform is trusted by over 3,500 enterprise customers, including a majority of the S&P 500. Headquartered in New York City, AlphaSense employs over 1,000 people across offices in the U.S., U.K., Finland, and India. For more information, please visit www.alpha-sense.com.

About the Team:

The Customer Education team sits under the Product Marketing organization.  We are currently a scrappy team of 2 that strive to always produce quality work, while prioritizing scale, experimentation, and efficiency to enable user’s success. 

About the Role: 

Be among the early members of the Customer Education team! We wake up each day with a shared definition of success: “Drive value to our users through a best-in-class education program that is user-centered, experimental, and data driven.” 

Working from anywhere you choose, you’ll report to the Director of Customer Education and make crucial contributions to our fun, determined, and hard-working team that’s known for producing quality content that drives results.

Who You Are:

• 3-5 years of experience in customer education, ideally working with in-app guidance/walkthrough/digital experience tool (ex: Pendo, WalkMe, etc)
• Data-driven and focused on scalability, constantly exploring ways to improve existing experiences for our end users and measuring the impact our efforts have on product usage and adoption
• You approach problems with a consultative mindset when assessing project needs and design solutions that solve the core problem at hand
• Customer Education sits at the intersection of many departments, thus you have experience working cross-functionally on projects, ensuring each stakeholder’s needs are addressed and working towards a common goal and measure of success
• You take risks and are not afraid of failure, as that presents an opportunity to learn valuable insights and iterate towards a desired goal

What You’ll Do: 

• Own the administration and continued implementation of our in-app guidance and analytics tool, Pendo
• Build, iterate, and personalize new user, in-product onboarding and adoption flows and expand in-app guidance to individualized core personas and segments across the user journey 
• Document and share key findings, results, and best practices around in-app education and usage behavior
• Execute on educational walkthroughs to support new product releases and workflow enhancements
• Collaborate with Product & Segment Marketing, Customer Marketing, Marketing Operations, Customer Success, and Product to ensure in-app educational experiences are built into the product release process
• Identify areas of improvement within the trial and onboarding periods to improve Revenue organization efficiency and ROI
• Build and integrate educational media (how-to videos, etc) to leverage in-app in order to reduce friction within user experiences

AlphaSense is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.

In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.

 

Base Compensation Range*:  $109,000 - $125,000

Additional Components: You may also be offered a performance-based bonus, equity, and a generous benefits program.

*For base compensation, we set standard ranges for all US-based roles based on function, level and geographic location, benchmarked against similar stage growth co