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Full-Time

Director – Customer Education

Posted on 6/20/2024

Dynatrace

Dynatrace

Senior, Expert

Waltham, MA, USA

Category
Product & UX/UI Design
UI/UX & Design
Required Skills
Communications
Requirements
  • Bachelor's degree in Education, Instructional Design, Communications, Technology, Business or related field
  • Proven experience (5 years) in a leadership role within customer education, with demonstrable results achieved at a SaaS company
Responsibilities
  • Develop a strategic vision and roadmap for customer education initiatives aligned with company objectives
  • 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

Company Stage

N/A

Total Funding

N/A

Headquarters

N/A

Founded

N/A