Dir. Customer Education

Job Description

Dynatrace is seeking a Director of Customer Education, who will be responsible for designing, developing, and executing comprehensive educational programs to empower our customers with the knowledge and skills necessary to maximize their success with our product. The Director of Customer Education will lead a team of enablement program managers, advisors and instructional designers to provide engaging and effective learning channels to customers, partners and internal employees with a variety of preferred learning styles. This role requires a blend of strategic thinking, instructional design expertise, and leadership capabilities to drive impactful learning experiences that contribute to customer satisfaction, retention, and advocacy. The Director of Customer Education will also collaborate closely with cross-functional teams such as go-to-market, product teams, sales and marketing to ensure alignment between educational initiatives and business goals, as well as continuously assessing and improving the effectiveness of our customer education efforts.

Responsibilities 

• Develop a strategic vision and roadmap for customer education initiatives aligned with company objectives, thereby leveraging customer education to drive adoption, retention and growth.
• Spearhead the design and development of educational channels, including online courses, tutorials, webinars, live training and product onboarding offerings while utilizing instructional design best practices.
• Define a learning strategy, combined with a content management strategy to drive development efficiency and quality of learning content.
• Manage a team of enablement program managers, advisors and instructional designers, providing guidance, mentorship, and support to ensure high-quality deliverables and professional growth.
• Collaborate with product management, marketing, customer success, customer support and other departments to identify educational needs and opportunities throughout the customer journey.
• Establish metrics and key performance indicators (KPIs) to measure the effectiveness and impact of customer education programs, regularly analyzing data to drive continuous improvement.
• Engage with customers directly through workshops, seminars, and other events to gather feedback, understand their learning preferences, and promote ongoing learning and skill development.
• Stay informed about industry trends, best practices, and emerging technologies in customer education, integrating relevant innovations into our strategies and approaches.
• Manage budgets, resources, and vendor relationships effectively to optimize the efficiency and scalability of customer education initiatives.
• Act as a thought leader and advocate for customer education internally, promoting its importance and demonstrating its impact on customer satisfaction, retention, and overall business success.

Qualifications

Minimum Requirements

• Bachelor’s degree in Education, Instructional Design, Communications, Technology, Business or related field. Advanced degree preferred.
• Proven experience (5 years) in a leadership role within customer education, with demonstrable results achieved at a SaaS company.

Preferred Requirements

• Strong understanding of instructional design principles, adult learning theory, and educational technologies.
• Excellent communication and presentation skills, with the ability to convey complex concepts clearly and effectively to diverse audiences.
• Demonstrated ability to manage and inspire a team, fostering a culture of collaboration, innovation, and continuous learning.
• Strategic mindset with the ability to translate business goals into actionable educational initiatives and measure their impact.
• Experience working cross-functionally with product, marketing, sales, and support teams to achieve shared objectives.
• Proficiency in learning management systems (LMS), content authoring tools, and other relevant software applications.
• Highly organized with strong project management skills and the ability to prioritize and manage multiple initiatives simultaneously.
• Passion for customer success and a commitment to delivering exceptional learning experiences that drive value and satisfaction.
• Some travel will be required, but will typically be less than 25%.