Customer Education Manager

Job Description

About the company

Remind, the leading communication platform in education, helps educators reach students and parents where they are: their phones. With nearly 30 million active users, we’re one of the fastest-growing companies in education technology, but we have our sights set on something bigger: giving every student the opportunity to succeed.

About this role

The Customer Success organization is the face of Remind to our school and district partners from onboarding, to activation, engagement, and renewal. As Remind's Customer Education Manager, you will be responsible for designing, delivering and expanding the education and training programs for our internal and external end-users. You will create ways for our customers to gain immediate and deep value from our product, and support business objectives through product adoption. In this role, you’ll have the opportunity to own the entire learning and training experience, ensuring our users have the resources needed to be successful. The Customer Education Manager is integral to the overall success of the Customer Success department.

About you:

• You have 2 to 4 years of experience in a customer facing role (Customer Success, Training, Account Management, Sales Development).
• You have designed, created and delivered organized, creative, and engaging learning content, training plans or customer-facing resources.
• You are a self-motivated, proactive team player and you work effectively in a highly collaborative, ambiguous, and ever-changing startup environment.
• You are an excellent verbal and written communicator and can adapt your style to meet diverse customer and internal stakeholder needs while maintaining brand voice.
• You strive for continuous professional growth by learning and implementing new methodologies.

What you'll do:

• Develop training content for all Remind end-users (internal and external), including videos, slide decks, instructor guides, and help center articles.
• Deliver both in-person and virtual training that are highly polished and meet training objectives and learner needs.
• Engage with customers in a one-to-many approach to articulate Remind’s value and drive product adoption through training webinars and scaled resources.
• Manage Remind's Help Center and Learning Center (LMS) for on-demand, self-paced learning to enhance the customer experience and deflect support tickets.
• Partner with Customer Success, Support, Marketing, Product and Sales teams to develop customer-facing collateral pertaining to every stage of the Remind customer journey.
• Travel up to 50% during our back to school season (August through October).

On your first day, you should:

• Have experience in instructional design, learning management systems (Skilljar, Zendesk, etc.), and adult learning theories.
• Be extremely organized and detail-oriented, with a proven ability to manage a number of tactical projects on tight deadlines with a high level of accuracy.
• Be prepared to monitor and measure the effectiveness of Remind’s training programs and identify areas for improvement in process and resources.
• Be passionate for improving education with a strong empathy for customers. You enjoy going the extra mile to make customers happy.

Compensation:

• Competitive salary and equity
• 401K
• 100% health coverage for you and your dependents
• Open vacation policy
• Paid parental leave
• Parking and commuter benefits

Remind is an equal opportunity employer, and we're committed to diversity and inclusion in the workplace. We aim to represent the students, teachers, and parents we serve, and we welcome, support, and empower all the diverse individuals in our community.