The role requires a dynamic leader with strategic vision and execution experience. The Team Manager of Product Education will report to the VP of Product Marketing.
As a Product Education Team Manager you will:
Develop and implement a comprehensive customer education strategy aligned with users retention goals and usability goals.
Lead strategically and tactically. Balance strategic contributions with individual contributions to drive functional success.
Develop communication plans and outreach strategies to promote adoption and engagement in the new Academy
Mentor and guide your team while individually contributing to personal projects.
Gain and maintain expert understanding of products and customer personas, use cases, value propositions, positioning & messaging.
Build the right infrastructure, assets, and distribution for a holistic, scalable approach to product education.
Balance and prioritize initiatives and the needs of many stakeholders.
Work with product analytics and marketing ops to create robust reporting on the efficacy of various education initiatives
Ensure delivery of high-quality content that maintains consistency of product voice for different solutions, while still using customer-specific and industry-specific language
Set business requirements for product education for tools and systems
Upskill team members to ensure they stay current with industry trends and best practices. Identify skill gaps and implement training programs to enhance team members' capabilities.
5+ years of experience in B2B SaaS, with at least 3+ years experience leading a high-performing customer education or customer experience team
Ability to create, analyze, and communicate the KPIs associated with performance, with a focus on continuous improvement
Experience developing omni-channel customer education programs and strategies
A portfolio of extraordinary educational content you have produced yourself, along with statistics and metrics that show tangible business results from your work
Expert at turning complex ideas into simple, and easy to understand copy that drives value, activation, and adoption
Technical expertise with education platforms (e.g. Zendesk Guide, various LMSs, Appcues) and authoring tools (e.g. Articulate Storyline, Camtasia, Screenflow)
Native English speaker
Exceptional writing, editing, and presentation skills
Excellent leadership skills and a background of hiring, motivating, developing, and retaining world class talent
