Manager of Customer Education

Seattle, WA
Customer Success – Education Services
The Role

The Manager of Customer Education is focused on customer adoption and enablement through  education. This role will be responsible for managing all aspects of the Outreach training program design, development, and delivery. This will include online training, virtual instructor led training, enablement webinars, classroom style training, and single company onsite training that is most effective for various types of learners.  

The person in this role should have a background and experience in education training for software, as well as innovative ideas to enable and educate customers. The focused outcomes of the role will be an increase in weekly active users of the Outreach product and time to value. This person will work closely with Product, Marketing, and all of the Customer Success teams.  

This role reports to the SVP of the Customer Success team and is part of the Customer Success Leadership Team. 

Your Daily Adventures Will Include

    • Planning and strategy of the various methods and content for easy consumption of Outreach training
    • Development of the Outreach University site to provide the most effortless online training experience for our customers
    • Using customer interaction and product data to determine the most effective method of training
    • Managing trainers and instructional designers to effectively create and execute the training strategy and program
    • Work to define and optimize the Training experience of four different segments of customers
    • Analyze the current customer consumption of training and monitor the effectiveness of that training by customer segment
    • Develop and communicate key measures of the team
    • Work with Professional Services to align on the training program to support the onboarding process   
    • Work with Customer Success to define and prioritize the key ongoing customer training opportunities  
    • Work with Finance to develop and monitor financial metrics for spend and analysis as well as key forecasting models and annual budgets
    • Push Customer Success as a key part of the Outreach culture and work to advocate internally for our customers
    • Own education tool stack needs and administration

Basic Qualifications

    • 10+ years managing fast-paced, enterprise Customer Marketing teams
    • Bachelor Degree and/or equivalent, professional training, and/or certifications
    • Experience and examples of building customer lifecycle marketing programs at scale and aligning those programs to other customer activities within the lifecycle
    • Experience in using data to develop programs and measure execution of programs that drive adoption, retention, and expansion
    • Examples of how you’ve developed programs that changed customers' behavior in mass as a part of a lifecycle
    • Experience building reference programs and customer communications/feedback programs
    • Experience using data to define and drive Marketing programs
    • Enthusiastic and fun leadership style, with the ability to grow teams 
    • Problem-solver who loves solving complex problems at scale
    • Strong empathy for customers
    • Ability to grow revenue
    • Excellent communication skills, both written and verbal, as well as excellent organizational skills
    • Effective interdepartmental communication skills
    • Ability to grow, coach, and mentor employees
    • You embody our core values. We are hungry craftspeople, we have grit, we are honest, we take ownership, we have each other’s back no matter what, we’re one with our customers, and we find strength in diversity and inclusion

Preferred Qualifications

    • Knowledge and understanding of Sales as a discipline
    • Aptitude and passion for technology and software products/platforms
    • Other leadership training ideal
Why You’ll Love It Here

• 100% medical, dental, and vision coverage for full-time employees
• Unlimited PTO (and people actually use it!)
• 401k to help you save for the future
• Company-organized and personal paid volunteer days to support the community that supports us
• Fun company and team outings because we play just as hard as we work
• Diversity and inclusion programs that promote employee resource groups like OWN (Outreach Women's Network)
• A parental leave program that includes not just extended time off but options for a paid night nurse, food delivery, gradual return to work, and the Gottman Institute's Bringing Home Baby course for new parents
• Employee referral bonuses to encourage the addition of great new people to the team
• Plus, unlimited snacks and beverages in our kitchen