Customer Education Manager

Siteimprove is a global leader in digital accessibility, content optimization, and web governance — empowering organizations to deliver inclusive, high-performing digital experiences.With the launch of Siteimprove.ai, the only enterprise platform that unifies content compliance and content performance, we’re leading the way in the AI era where content must perform for both humans and AI. From Accessibility to SEO/AIO, Analytics, and Content Strategy, our Agentic Content Intelligence Platform helps organizations create content that’s compliant, discoverable, and impactful.
We’re seeking a Customer Education Manager to join our growing Professional Services organization and lead learning and enablement initiatives that drive customer success and adoption of the Siteimprove platform. Reporting to the Sr. Director of Professional Services, you will be holistically responsible for developing and delivering product training across our global customer base and internal teams — including marketing, sales, product, customer service, and technical support.
In this role, you will be responsible for developing a training strategy by gathering needs from external and internal customers, collaborating with Customer Education in scaling our 1:many offerings on Frontier, ensuring onboarding is provided in a timely manner to customers, closely work with product leaders to develop new content prior to launch of new features, and accountable for time to value generation through online 1:1 training offerings. 

What you will be doing

• To drive efficiencies, a holistic content creation strategy, that can be leveraged for both customers and employees must also be created. Success in the role will ultimately be defined by: 
• Customer Satisfaction in onboarding offered through various surveys 
• Reduced technical support cases 
• Revenue growth from trainings  
• Position Responsibilities  Develop strategy, training offering model for customer training across all product packages. 
• Lead and strategically partner with key stakeholders including business unitleaders to define onboarding learning needs. 
• Create compelling customer training offerings to drive loyalty and revenue. 
• Lead and development Implementation Learning & Enablement, which includes Sales content creation, process review with Customer Success Executives, Product awareness for training enhancements, and Customer Education collaboration for scalability.  
• Collaborate with Marketing and Customer Education to design innovative training curriculum and content for both customer and employee enablement  
• Develop a content strategy that addresses both product performance and competency. 
• Ensure curriculum alignment to training strategy via robust needs identification, assessment, and learning interventions. 
• Introduce Accelerated & Experiential learning initiatives as necessitated by business requirements and in collaboration with Customer Education. 
• Coordinate the successful delivery of customer enablement across a variety of vehicles   
• Leverage data and analytics to track customer and employee adoption, usage, and consumption of learning offerings. 
• Create and sustain a culture of continuous, self-directed learning. 
• Develop an evaluation framework for instructor led training sessions, leverage for continuous improvement.  
• Supervisory Responsibilities  Build out Siteimprove Implementation Learning & Enablement team across offering management, content creation, training delivery, and learning effectiveness measurement and reporting. 

What we will require of you

• Bachelor’s Degree in a relevant discipline or equivalent related experience required. 
• 5+ years of customer training and development experience. 
• 3+ years of Experience leading a large globally disbursed team. 

What we will love about you

• An ability to think strategically and have a vision for training. 
• A commercial mindset and businesslike approach to training and development. 
• A capacity to make decisions in the face of ambiguity. 
• An ability to lead diverse groups. 
• An ability to lead through complexity and change. 
• Proven track record of delivering results in a matrixed environment. 
• Ability to work effectively in a cross functional environment. 
• Solid presentation and oral and written communication skills with proven ability to influence. 
• Demonstrated ability to deliver on complex situations or problems without guidance or supervision. 
• Ability to foster good relationships, work independently and in collaboration with global team. 

In addition, we hope you will appreciate:

• Rest and relaxation: Open Paid Ti