Customer Education Manager

Summary

Join Datassential, a global food and beverage intelligence platform, as a highly motivated Customer Trainer. You will be responsible for onboarding and educating customers on our platform, ensuring they understand product functionalities and best practices. This role requires 3-5 years of teaching/training experience and a strong understanding of the food and beverage industry. You'll need excellent communication and analytical skills, along with proficiency in various software applications. Datassential offers a competitive salary, benefits including health insurance, 401k matching, unlimited PTO, and a remote stipend. We are a remote-first company that values diversity and inclusion.

Requirements

• 3-5 years of teaching/training experience (traditional or corporate)
• Bachelor’s degree in education, business or similar field
• Minimum of 2 years’ experience working in Datassential SNAP platform or like system
• Minimum of 2 years’ experience for a SaaS company in either customer onboarding, training/education, customer service and support, account management, customer success or similar role
• High emotional intelligence and empathy skills
• Ability to prioritize, multitask, and manage time effectively
• Strong knowledge of screen sharing software, G-Suite, MS Word, Excel, PPT, and Adobe

Responsibilities

• Onboard and educate customers on the Datassential platform, ensuring they understand product functionalities and best practices to achieve their business objectives
• Contribute to the refinement of onboarding programs that drive weekly usage and demonstrate ROI
• Conduct onboarding meetings and training sessions for both new and existing customers
• Implement new employee tool training relevant to their specific needs/role, i.e., Sales vs. Product
• Provide feedback to product based on customers’ education experience
• Adapt education session to suit various learning styles and uses custom narratives to train new users specific to their business challenge
• Collaborate with Support to maintain in-tool customer help and knowledge base
• Implement customer setup progress, documenting advancements in customer health software
• Identify roadblocks in tool adoption and/or training processes and collaborate on solutions that will drive faster adoption and ongoing use
• Provide customers with resources that help them achieve desired outcomes efficiently
• Manage our end-to-end customer onboarding process across the organization
• Understand customer context and business goals, ensuring that all training is tailored to their objectives and personalized by use case, buying center, and segment
• Support updating customer education materials, training videos, scripts, etc
• Be the face of our product, always remaining positive and upbeat
• Assist Customer Support to ensure a smooth onboarding experience
• Funnel relevant/necessary account details back to the CX manager i.e., cross-sell/upsell opportunities, renewal risks, turnover or acquisition news, etc., through customer health software
• Maintain a keen eye for tracking tool usage to identify those in need of training and support
• Find innovative ways to optimize the training experience, enhancing customer engagement, increase speed of adoption, and continual use

Preferred Qualifications

• Video editing capabilities
• Proficiency with CRM, Customer health software, training/coaching software (i.e., Seismic learning), and Help desk tools (i.e., Jira)
• Multi-lingual
• Train-the-trainer courses or similar

Benefits

• Competitive salary and annual bonus eligibility
• Affordable Medical, Dental, and Vision Insurance, including a no cost employee-only plan
• 401K with dollar-for-dollar company match up to 5%
• Unlimited PTO, recharge days, and Christmas through New Year break
• Remote Stipend (non-Chicago residents)
• Wellness Reimbursement or HQ Gym access