Education Manager
Il y a 7 mois
Are you looking to have an impact on the daily life of millions of entrepreneurs in France and Europe?
Do you thrive in a trustful, fast-paced environment?
Are you able to communicate in both French and English ?
Then Pennylane might be the right place for you — and you, might be the perfect fit for this role
**Our vision**
We aim to become the most beloved financial Operating System of European SMEs.
We help business owners get rid of the time consuming hassle of handling accounting and finance, while giving them access to key information that they can use to make better decisions.
Meanwhile, we’re helping accountants. By using Pennylane, rather than doing manual and repetitive tasks, they can spend more time advising and guiding their clients.
**About us
Pennylane is one of the fastest growing Fintechs in France (and soon to be in Europe)
In 3 years of existence, we’ve managed to:
Make ourselves known as a groundbreaking accounting and financial software for small businesses and their accountants
Raise a total of €84 millions, including from Sequoia, the famous fund from the Silicon Valley who invested early in companies like Google, Facebook, Airbnb, Stripe, Paypal and much more...
Grow from 7 cofounders to 350 happy Pennylaners : we’re now recognized as one of the greatest places to work in France (but also remotely), with a 4,9/5 rating on Glassdoor and an e-NPS of 94.
Build an international environment with more than 26 nationalities, with a strong remote-friendly culture, where 30% of the employees are already working from all parts of Europe
Earn the trust of more than 50 000 companies and accounting firms and obtain outstanding ratings
**How you will contribute to the company as a Customer Education Manager ?
You are on the driving seat of helping our SME clients use Pennylane in full autonomy.
What does that mean exactly?
As part of the Education team, you
**own the self-serve Educational experience for users in our small-and-medium enterprises** cohort.
You will design self-serve learning experiences and content to teach our users how to use every functionality they need to answer their specific challenges. You will become an expert of the Pennylane app and will closely work with the Product, Marketing and Customer Success teams. With your natural leadership skills, you know how to share ideas, work in full collaboration, and communicate with ease.
You know the customers and their business needs which helps you build and deliver the content at exactly the right moment when they need it. You manipulate all our tools for production and delivery to achieve the ultimate business goals: operational efficiency and revenue maximisation. Closely monitoring the performance of educational activities for your population, you put in action various strategies cross-functionally to achieve user autonomy.
As Customer Education is a new field, we have numerous options to improve the experience every day, no day resembles the other. We thrive in a dynamic and changing environment that is defined by autonomy but also uncertainty.
**_
Drive SME users’_**:
- self-serve experiences (40%)_**
> Drive content & experience projects from A to Z to help SME customers use Pennylane in autonomy.
> Breathe and live the customer life - stay customer focused to understand use cases, experience with Pennylane and deeply understand client needs.
> Collaborate with cross-functional teams (Product, PMM, PS, Sales, CS) to understand customer needs, product functionalities, and updates to be translated into educational resources.
> Reduce inbound support questions: analyse recurrent inbound questions and propose self-serve content to answer them proactively (via chatbot, Help Center, Academy, in-app, or other channels).
> Collaborate with product teams to embed education in the experience flow.
> Monitor self-serve content impact, recommend & implement actions to sustain efficiency.
**_
Product expertise & content production(40%)_**
> Design self-serve experiences (Academy, in-app, community) to close knowledge gaps and boost product adoption.
> Produce self-serve content: articles, training videos, macros, chatbot answers, product guides.
> Master “Pennylane Gestion” to be able to offer personalised experiences for every cohort and functionality.
> Make sure the content & Education experiences for your target population (SMEs) is up to date, complete, and impactful.
**_
Communication_**
**(20%)**
> Partner cross-functionally to get a full picture of the business needs.
> Regularly communicate about the needs, experiences, and evolutions of Education experiences to internal and external audiences.
**Skill requirements**
> This role is suitable for someone who is an excellent writer with a customer-first mindset, digital projects experience, and has a passion for education and learning. In more details:
> Proven experience in a role in Education, Operations, Consulting
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