Customer Education Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Create customer-focused enablement resources, such as help articles, video guides, and other self-service learning materials.

• Develop and manage an enablement roadmap that aligns with customer success requirements.

• Take ownership of the knowledge base, ensuring documentation remains accurate and corresponds with product updates.

• Collaborate across departments on product releases, feature request communications, and feedback mechanisms.

• Work alongside the Marketing team to enhance customer education and re-engagement initiatives.

• Oversee the support queue using Pylon, prioritizing and addressing customer inquiries.

• Diagnose and replicate issues prior to escalating them to the development team.

• Facilitate issue resolution with the Engineering team and provide customers with timely updates.

• Participate in customer calls to offer product expertise and address optimization inquiries.

• Spot re-engagement opportunities and manage transitions to the Customer Delivery Team.

• Examine support tickets to identify patterns and guide the creation of customer education content.

• Administer Userflow to enhance digital onboarding experiences.

• Manage Beamer for targeted in-app release notifications.

• Formulate account-level re-engagement strategies utilizing digital tools.

• Oversee internal tools for the Implementation team, ensuring scalable workflows, documentation, and processes are in place.

⛳️ Requirements

• At least 3+ years of experience in a role related to education, such as Customer Education, Training & Enablement, Learning & Development, teaching, or a related customer-facing position like Implementation, Account Manager, or Customer Success.

• Understanding of basic technical troubleshooting and terminology, including APIs, login architecture, and the ability to review network errors.

• Strong project management capabilities.

• Experience working collaboratively with subject matter experts (SMEs) for content development and review.

• Skill in conveying technical concepts in a clear and concise manner.

• Keen attention to detail regarding grammar, presentation, and consistency.

• Familiarity with the construction industry is a plus.

• Previous experience in creating a customer education hub is a plus.

🏝️ Benefits

• Competitive salary.

• Various benefit options.

• Equity options available.

• Unlimited vacation policy.

• 4-hour Fridays.

• A collaborative and autonomous work environment.

• A culture that fosters innovation and professional development.

• Accommodations are available throughout all phases of the recruitment process.