Senior Customer Education Consultant

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

📋 Description

• Create tailored training plans for individual customer accounts through discovery and kickoff discussions.

• Obtain customer commitment and formal endorsement for training strategies.

• Deliver virtual instructor-led training, onsite customer training, public webinars, and Train-the-Trainer initiatives.

• Collaborate with content production partners to develop training resources.

• Conduct customer discovery sessions to outline objectives, personas, constraints, success metrics, and timelines.

• Design and implement Train-the-Trainer programs utilizing the “see one, do one, teach one” approach.

• Work alongside Customer Education Specialists on tutorial videos, job aids, SCORM-compliant modules, and in-app guides.

• Employ instructional design principles to conduct needs analysis, set learning objectives, and create activities and assessments.

• Manage projects and stakeholders throughout the content development lifecycle.

• Evaluate performance data and learner feedback to enhance content and training methodologies.

• Collaborate with cross-functional teams, subject matter experts, and enablement teams to ensure that customer education is accurate, current, and cohesive.

⛳️ Requirements

• A minimum of 3 years of practical instructional design experience, with substantial experience in developing and delivering customer-facing training within a SaaS context.

• Proven experience in facilitating virtual and/or classroom-based training sessions.

• Outstanding communication, presentation, and interpersonal skills.

• Capability to comprehend customers’ businesses, operating models, user roles, and objectives, and translate insights into customized training plans.

• Proficiency in discovery, critical thinking, stakeholder management, and solution design.

• Knowledge of adult learning principles and instructional design models such as ADDIE and SAM.

• Strong project management skills.

• Expertise in eLearning and content authoring tools including Articulate 360 and Captivate.

• Ability to compose clear instructional text, copy, and audio/visual scripts.

• Excellent time management, organizational skills, prioritization, and meticulous attention to detail.

• Fluency in French is required.

• Proficiency in Spanish is a plus.

• Willingness and capability to travel up to 40% of the time.

• Candidates must be authorized to receive and access commodities and technologies regulated under U.S. Export Administration Regulations.

🏝️ Benefits

• Health, pharmacy, optical, and dental care benefits.

• Paid time off.

• Sick leave.

• Short-term and long-term disability coverage.

• Life insurance.

• 401(k) contribution.

• Potential inclusion of restricted stock units in total compensation for specific roles.

• Some interviews or new-hire training may be conducted in person at a global office.