The Manager of Customer Education oversees the creation and execution of educational strategies, managing a team to provide high-quality training content and improving customer adoption.
The Manager of Customer Education plays a key role in ensuring our customers unlock the most value, aligning Billtrust products and services to their business needs and objectives. The Manager will be responsible for authoring and executing a comprehensive customer education strategy, managing and coaching a team of instructional designers and content specialists, and overseeing the development of high-quality educational content for our customers.
What You'll Do:- Manage our Customer Education roadmap and initiatives, ensuring that our educational offerings continue to exceed the needs of our customers as we evolve and grow our product.
- Lead and manage a team of instructional designers and technical product trainers to create engaging, informative, and high-quality educational content for our customers.
- Ensure delivery of high-quality training programs through various formats (virtual, in-person, on-demand) tailored to different customer segments.
- Partner with Product, Sales, Customer Success, Support, and Professional Services teams to align education efforts with product updates, customer feedback, and business priorities.
- Evaluate and continuously improve current KPIs and initiatives that directly improve customer adoption and time to value.
- Assist in the planning and execution of customer experience programs and initiatives.
- Experience in a SaaS customer organization, working with SMEs, content developers, and internal stakeholders on customer education initiatives
- 7+ years of relevant experience in instructional design or customer education
- Excellent written and verbal communication skills, with the ability to convey complex ideas in a clear and concise manner.
- Deep project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Experience with customer and/or employee facing learning management systems (LMS)
- Demonstrated track record of successfully partnering across multiple teams (Marketing, Product, Engineering, Support and Customer Success).
- Experience conducting needs analysis to identify gaps in the education content portfolio, alongside proposals to optimize those needs.
- Strong analytical skills and the ability to use data to inform decisions.
- Proven results presenting results to senior leaders and cross functional partners to educate and influence decision making.
- Bachelor's degree in Education, Instructional Design, or a related field.
- Strong understanding of adult learning methodologies and principles of learning science.
The expected base salary range for this position is $100,000 - $120,000 annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Billtrust, we celebrate and support diversity and are committed to creating an inclusive environment for all employees. So, if your experience aligns but doesn't exactly match each and every qualification, apply anyway. You may be exactly what we are looking for! What You'll Get:
- Work from Anywhere: Your home, a coffee shop, a company paid WeWork.... you decide!
- A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
- Flexible Working Hours: We support your lifestyle- the results are what count.
- Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
- Sabbatical: A paid leave to reward longevity and commitment to Billtrust.
- Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
- Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
- Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
- Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
- Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
Finance leaders turn to Billtrust to control costs, accelerate cash flow and improve customer satisfaction. As a B2B order-to-cash software and digital payments market leader, we help the world's leading brands get paid faster while transitioning from expensive paper invoicing and check acceptance to efficient electronic billing and payments. With over 2,600 global customers and more than $1 trillion invoice dollars processed, Billtrust delivers business value through deep industry expertise and a culture relentlessly focused on delivering meaningful customer outcomes. #LI-Remote
Top Skills
Learning Management Systems
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