Senior Customer Education Program Manager

Summary

Join Deel, a rapidly growing SaaS company, as a Senior GTM Enablement Manager to lead key initiatives for our Customer Education Program. You will be responsible for creating, building, and managing a customer certification program designed to elevate our customers' product knowledge and skills. This program will empower our users to become proficient with Deel’s platform while providing formal recognition of their expertise. You will design and build self-paced online courses, develop engaging certification exams, and proactively communicate program benefits to customers. Collaboration with Product, Customer Success, and Marketing teams is crucial to ensure content accuracy and alignment with product updates. You will also establish and track key metrics to evaluate program success and continuously refine and update certification content. This role requires a strong understanding of instructional design and experience with Learning Management Systems (LMS).

Requirements

• Proven experience (5+ years) in customer education, learning management, or similar roles, with a focus on building and managing certification programs
• Strong understanding of instructional design principles and experience creating self-paced online courses and certifications
• Ability to create clear, engaging, and effective educational content for a diverse customer base
• Experience with Learning Management Systems (LMS), digital adoption platforms, and certification tools
• Strong communication skills, with the ability to explain complex topics in an easy-to-understand and engaging manner
• Analytical mindset with the ability to measure and optimize program success based on data and customer feedback
• Experience developing detailed project plans including timelines, milestones, budgets, resource allocation, and risk assessments
• Can successfully manage stakeholder expectations, addressing concerns, and building strong relationships
• Can work independently as a thought leader with a high level of situational awareness, uses own initiative to identify and solve problem
• Results-driven and entrepreneurial with a consistent track record of 'getting it done' in a dynamic environment
• Extensive experience working in the fast-paced technology sector

Responsibilities

• Certification Program Design : Lead the creation of comprehensive customer certification programs, including course content, structure, and assessment criteria. Develop certification tracks that are aligned with key product features, user goals, and company goals
• Self-Serve Learning Paths : Design and build self-paced online courses that allow customers to learn at their own speed, with clear progression from beginner to advanced levels
• Develop Certification Exams : Create interactive, engaging certification exams that validate customers' skills and knowledge of the product
• Program Communication : Proactively communicate program benefits and new certification opportunities to customers, encouraging participation and fostering a sense of accomplishment
• Cross-Department Collaboration : Work closely with Product teams, Customer Success, and Marketing to ensure content accuracy and alignment with product updates and goals. Ensure smooth coordination across departments to promote and sustain the certification program
• Metrics and Reporting : Establish and track key metrics to evaluate program success, such as certification completion rates, customer satisfaction, and the impact on customer engagement and product adoption
• Content Updates : Continuously refine and update certification content to keep it relevant with product changes, customer feedback, and industry trends
• Customer Engagement : Build strategies to engage customers and encourage certification program participation, leveraging targeted campaigns and rewards for those who achieve certification

Benefits

• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including optional WeWork access