Manager, Customer Education

About the role

We are seeking a Manager of Customer Education to join our dynamic team. This role is responsible for leading a team of Technical Writers and Learning Consultants who create both internal and customer-facing product documentation and training courses. The ideal candidate will have 5+ years of experience as a Technical Writer or Instructional Designer, 3+ years of proven people management experience, excellent written and verbal communication skills, and experience with Jira, Sharepoint, Salesforce, MadCap Flare, and Videate.

Responsibilities

• Manage the day-to-day operations of a team comprised of Technical Writers and Learning Consultants
• Research and deploy best in class technology tools to ensure the most efficient and highest quality content delivery possible
• Deliver engaging technical documentation and training courses to help our customers successfully use their software
• Ensure content is optimized for both human and AI utilization
• Measure and maximize content’s customer impact
• Coach, mentor and inspire staff with a focus on individual development, employee satisfaction, and retention
• Provide clear individual and team goals, ensuring each team member understands their role, making changes when necessary and proactively addressing performance issues
• Track work across multiple products with dynamic schedules, ensuring on time content delivery
• Collaborate cross-functionally with various stakeholders, including Product Management, Engineering, Customer Success and Services teams

Requirements

This role requires a bachelor’s degree in a relevant field and 5+ years of experience as a Technical Writer or Instructional Designer. Proven people management experience or effectively managing and leading a team of direct reports is preferred. Excellent written and verbal communication skills are essential. Experience with Jira, Sharepoint, Salesforce, MadCap Flare, and Videate is a plus.

Qualifications

Strong problem-solving and organizational skills, strong stakeholder management and project management skills with demonstrated ability to manage multiple projects simultaneously and in a fast-paced environment, and Culture Agility and AI Readiness are highly valued qualities.

Skills

The ideal candidate should be able to connect the dots and tell our story to customers across multiple products. Strong stakeholder management and project management skills with demonstrated ability to manage multiple projects simultaneously and in a fast-paced environment are crucial.

Benefits

Our benefits package includes a competitive starting salary of $125,000 per annum with a 5% MBO. We offer a high-performance culture, a candid and supportive culture, growth that matters, and rewards for results.

Pay

The starting pay for this role is $125,000 per annum with a 5% MBO.

Schedule

This will be a hybrid role.