Director, Client Education & Training

Job Description

REQUIREMENTS

• 5+ years of experience leading education/training teams up to 12 team members
• Proven experience in leading, developing and delivering client education teams and aligning team performance to overall business goals and metrics.
• Experience with websites built via Content Management Systems (“CMS”) like WordPress, Squarespace, Wix, Weebly, Joomla, etc.
• Experience with Learning Management Systems (“LMS”) like Thought Industries, SkillJar, Docebo, etc.
• Experience with Pendo or equivalent product experience platforms to capture and analyze user interactions across Finalsite products.
• Bachelor’s degree preferred, or commensurate experience.

RESPONSIBILITIES

Curriculum Development

• Develop and maintain the training content roadmap in alignment with software releases
• Develop all on-demand and instructor led course materials
• Manage our client’s LMS and client’s overall training experience
• Lead a team of instructional designers and content developers
• Develop and maintain certification programs including exams on each our client’s product.

Training Delivery

• Manage a schedule of virtual and onsite instructor led training engagements
• Lead a team of client education specialists and manage staff utilization, training CSAT, client readiness, course completion rates, and other key metrics
• Lead training events such as our client’s University regional conferences

Product Expertise

• Inspire your team to be product experts and subject matter experts with respect to our client’s products and K-12 persona workflows and use cases

Ownership and Leadership Mindset

• Understand the essential role of education and training in terms of being the tip of the spear on the client value journey, as well as the first impression that new clients have with our client.
• Partner with CSM leaders to evaluate the effectiveness of training in terms of driving client adoption and value
• Partner with Support leaders to ensure that Support is leveraging all training content and resources necessary to maximize the support experience

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