Customer Education Manager
Il y a 7 mois
Our one-of-a-kind product transforms how brands interact with their customers through unified customer conversations, AI automations that resolve up to 60% of support requests, and revenue-generating on-site campaigns.
As a leader in the CX space, Gorgias is committed to transforming customer experiences while fostering a sustainable and equitable workplace as a certified B Corporation.
Join us in our mission to deliver effortless support at every stage of growth.
**About the Scaled Customer Experience Team**:
Our Scaled Customer Experience team drives customer adoption, growth, and retention via scaled, omni-channel lifecycle campaigns, in-product experiments and educational tactics.
Within this, Customer Education is responsible for planning and delivering 1:many content and experiences, including managing the Gorgias Academy, Instructor-Led Webinars, How-To Videos, Community and Help Center.
**About the Role**:
We are seeking a passionate and experienced Customer Education Manager to evolve our Customer Education efforts.
You will work cross-functionally to build upon our extensive self-paced coursework in the Gorgias Academy, as well as develop and deliver high-impact live training programs. You will play the critical role of ensuring customers integrate our products into their operating rhythm and derive high value from them.
**What You’ll Do**:
- ** Serve as editor-in-chief and build best in-class, engaging and interactive content** including written and walkthrough guides, webinars, product trainings, certifications, and more.
- ** Host recurring live training sessions** on various Gorgias features to support our customers and drive activation and feature adoption.
- ** Establish and be held accountable for metrics to measure the effectiveness** and impact of educational programs (e.g. product usage, engagement rate, program CSAT), and continuously iterate to improve results.
- ** Identify and prioritize customer education opportunities** through proactive engagement with customers, and cross-functional feedback to continuously improve the effectiveness of our training offerings.
- ** Ensure alignment of educational initiatives with overall business goals** by collaborating cross-functionally with Product, Marketing, and Customer Success teams.
**Our current tools stack include**:
- Workramp
- Circle
- Wistia
- Camtasia
- Contrast
**Who You Are**:
- ** You have at least 4 years of direct B2B, SaaS experience — preferably in user education, instructional design, customer success, or product marketing.** You can come in and hit the ground running with fluency or proficiency in all the types of content listed above and the operations necessary to produce them.
- ** Exceptional written and verbal communication skills in English**, with the ability to engage and motivate diverse audiences (both external and internal). Highly skilled at **distilling complex concepts** and articulating them clearly and concisely to them.
- Expert project manager and collaborator, that demonstrates **strong follow-through and ability to self-manage** multiple tasks and projects at once whilst meeting deadlines.
- ** Strong analytical mindset**, with the ability to leverage data and insights to inform decision-making and measure the impact of educational initiatives.
- ** Highly adaptable individual** who embraces change and knows how to pivot when confronted with new challenges. A constantly evolving product means changing features, users, and constant challenges to tackle. You should be able to adopt to ambiguous timelines, work cross-functionally, and design processes that help everyone scale.
**Nice to Have**:
- Rudimentary understanding of SQL, HTML, Google Analytics and APIs
- AI industry experience
**Perks and Benefits**
- 5-week vacation
- 13th and 14th salary included in the offer
- Paid sick leave
- 6 weeks full remote/year
- Paid parental leave (16 Weeks)
- MacBook Pro
- €300/month for lunch expenses (you’ll have your own Gorgias credit card)
- Private healthcare covered 100% by Gorgias
- Get up to €700 to set up your workstation at home (working from home should feel breezy)
- Get up to €2000 of learning material and wellness support per year This includes €1500 for learning material (such as books, courses, and individual coaching sessions) directly linked to your job scope, as well as a €500 wellness budget. Take advantage of these resources to grow in your role and prioritize your personal development and wellness.
- Every quarter, we organize an online company-wide summit to discuss where we’re going and strengthen social bonds. Once per year we organize offsite team retreats and company retreats
**Why join us?**:
We're among the fastest-growing startups in the eCommerce ecosystem
We've built an extremely efficient go-to-market engine
Work with a talented team you'll learn a lot from
Join a company where automation and good & clean data are core beliefs shared by all
Her
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