AcuityMD is hiring a
Customer Education and Enablement Manager

Summary

Join our team as the Customer Education and Enablement Manager, where you'll build and execute customer training programs to drive product engagement, improve customer retention, and increase satisfaction.

Requirements

• Bachelor's degree in Education, Instructional Design, or a related area
• Minimum of 2 years’ experience working in a customer education or training role
• Ability to communicate effectively with customers, cross-functional teams, and other stakeholders
• Strong organizational and time management skills
• Proficiency in using Learning Management Systems (LMS), content creation tools, and web conferencing platforms
• Ability to analyze and interpret data to make informed decisions regarding training and educational content
• A strong commitment to continuous learning and skill development
• Experience working with a range of customer demographics, knowledge and understanding of adult learning principles
• Familiarity with Med Devices, Healthcare softwares and sales processes
• Ability to quickly grasp complex technical concepts and make them easily understandable in text and pictures
• Ability to identify and track relevant community metrics (e.g. repeat attendance at training)
• Able to work independently and as part of a team
• Fluent in English with excellent communication skills - both writing and verbal

Responsibilities

• Develop a strategy to build a world-class Customer Education Program (instructor-led classroom-style training, educational email series, online training, in-product journey messaging, online help centers etc)
• Design and develop training programs to improve product knowledge and ultimately enhance the customer experience
• Collaborate with cross-functional teams such as product development, customer support, and sales to gather feedback and incorporate that feedback into the materials used for training customers
• Conduct periodic needs assessments to identify gaps in customer knowledge and develop courses or other educational materials to fill those gaps
• Maintain user manuals, documentation, and other educational materials to ensure these materials remain current and comprehensive
• Monitor and evaluate training programs to ensure they are effective and make appropriate changes or updates as needed
• Create a robust library of self-help content, including but not limited to: e-learning courses, certification programs, webinars, tutorials, and videos
• Create learning paths and learning objectives for customers
• Own and evolve the customer education roadmap
• Conduct surveys and analyze responses to continually improve training content & delivery
• Spearhead the AcuityMD social community (moderate and respond to comments and customer queries, create achievement levels to recognize accomplishments, engage with customers, etc)

Benefits

• Remote work: AcuityMD is committed to supporting full-remote flexibility for employees in the US
• Unlimited vacation: Generous time off and flexible hours give you the freedom to do your best work
• Paid Health and Dental Plans: We offer 100% paid health and dental plans for all employees and 75% paid for our employees' dependents
• Home Office Stipend: $1000 to invest in remote office equipment and WiFi reimbursement
• Learning Budget: Reimbursements for relevant learning and up-skilling opportunities
• Optional Team Retreats: We meet in-person multiple times per year for co-working and social gatherings
• Parental Leave: 6-12 weeks of fully-paid, flexible parental leave