Customer Education Specialist

About Us

CipherHealth is an award-winning digital patient engagement company committed to enhancing communication and coordination throughout the care continuum. Since 2009, CipherHealth has helped define the patient engagement category, delivering groundbreaking tools and superior services to help health systems deliver patient-centric, quality care that improves clinical outcomes, drives operational efficiency, and creates sustainable financial value through a full suite of communications solutions.

CipherHealth’s automated, scalable platform empowers healthcare organizations to drive meaningful conversations among patients, provider staff and caregivers, regardless of care setting, thereby achieving new standards for patient care and accelerating the digital transformation of the industry. 

Customer Education Specialist

As a Customer Education Specialist, you will play a pivotal role in ensuring our customers have a successful experience with our products. Your primary responsibility will be to develop and lead ongoing training sessions, develop user-friendly educational materials, provide support to primarily external customers and partner to enable internal teams. You will serve as the bridge between our product and our customers, helping them maximize the value of our software.

Responsibilities:

• Develop & Lead Customer Training Sessions:
  • Develop training sessions and materials, working closely with Product team
  • Conduct regular training sessions for new and existing customers to (re)educate them on our product's features and functionalities
  • Adapt training content to suit different learning styles and levels of expertise
  • Gather feedback from training sessions to continually improve the training program
  • Work closely with Customer Success team to demonstrate impact of training efforts
• Create User Guides and Educational Content:
  • Work closely with the Product team to develop comprehensive user guides, manuals, and documentation that are easy to understand and navigate
  • Create multi-modal content, including videos, tutorials, and interactive materials, to enhance the learning experience
  • Ensure that all educational content aligns with the latest product updates and features and is available on-going to all customers
  • Collaborate with Growth Enablement to ensure consistency across the team
• Support Product Marketing:
  • Collaborate with the product marketing team to communicate product updates and releases to customers
  • Contribute to creating marketing collateral, such as release notes, emails, and webinars, to inform customers about new features and improvements

Requirements:

• Bachelor's degree in a related field (e.g., Education, Communication, Marketing, or Business) or equivalent experience
• 5+ years of experience in customer education, training, or instructional design, preferably in a SaaS or tech environment
• Strong communication skills, both written and verbal
• Proficiency in creating educational content, including written documentation, videos, and presentations
• Ability to adapt to evolving product features and convey complex concepts in a user-friendly manner
• Excellent interpersonal skills to interact with customers and internal teams effectively
• Detail-oriented with a focus on quality and accuracy

Nice-to-Have:

• Familiarity with learning management systems (LMS) and content delivery platforms is a plus

How We Invest In You

• Compensation: Competitive/equitable salary, bonus or commissions, and equity
  • Base salary range: $100,000 - $120,000 annually
• Healthcare that begins on your first day:
  • Generous company-funding of our health, vision, and dental plans (most individual plans are of no cost to you for the monthly premium)
  • HSA/FSA plans
  • Short and Long-Term Disability
  • Life and Personal Accident Insurance
  • $40 monthly wellness stipend you can use towards any wellness, fitness, and wellbeing purchases
  • Weekly virtual yoga classes
  • Employee Assistance Program (EAP)
  • Adoption Assistance
• Retirement: 401(k) at three months of employment — with a match upon enrollment!
• Time away:
  • Discretionary PTO + 13 paid holidays
  • Parenthood: Competitive paid parental leave and flexible return to work policy
• Recognition:
  • Generous Employee Referral Program - earn cash for each employee referral that is hired
  • Yearly Cipher-versary stipend