Senior Customer Education Consultant

As an Education Consultant specializing in Customer Education, you will play a pivotal role in empowering our customers to maximize the value of our products and services. This involves a dynamic blend of strategic planning, expert delivery, and continuous improvement, all grounded in sound instructional design principles and a keen focus on achieving measurable business outcomes. You will act as a trusted advisor, guiding customers through comprehensive learning journeys that are tailored to their unique needs and objectives.

This highly collaborative role requires extensive partnership with a diverse range of stakeholders. You will work closely with internal cross-functional teams, leveraging their expertise to ensure our training content is accurate, up-to-date, and aligned with product roadmaps. Collaboration with Subject Matter Experts (SMEs) will be crucial for deep dives into specific functionalities and use cases, ensuring the technical accuracy and practical relevance of all training materials. Furthermore, you will partner with enablement teams to streamline processes, share best practices, and ensure a cohesive customer experience across all touchpoints. Your ultimate goal is to ensure that every learning experience is not only engaging and effective but also directly contributes to our customers' success and satisfaction. Your daily activities as an Education Consultant will be dynamic and multifaceted, spanning strategic planning, hands-on delivery, and continuous improvement.

What You'll Do:

• Training Plan Development: Lead the end-to-end process of developing customized and impactful training plans for individual accounts. This begins with conducting thorough discovery and kickoff calls to understand customer goals, current challenges, target personas, and desired success metrics. Based on this understanding, you will design structured, standardized training plans that clearly outline learning objectives, content modules, delivery methods, and timelines. A critical aspect of this responsibility is securing customer buy-in and formal approval for the proposed plan, ensuring alignment and commitment from the outset.
• Training Delivery: Serve as a primary facilitator for customer-facing training across a variety of formats. This includes expertly leading engaging virtual instructor-led training (VILT) sessions, delivering impactful onsite training at customer locations, and hosting public webinars that showcase our product capabilities to a wider audience. You will also be instrumental in running comprehensive Train-the-Trainer (TTT) programs, equipping customer teams with the skills and knowledge to effectively train their own end-users. Successful delivery requires close coordination with content production partners to ensure all necessary materials are prepared and ready for each session.
• Travel: This role requires a flexible approach to travel, with the potential for up to 40% travel. This travel will primarily be for facilitating essential onsite training sessions, conducting in-depth TTT programs, and attending critical customer meetings. The specific travel requirements will be dictated by evolving customer needs, project timelines, and the various phases of product rollouts.
• Customer Discovery & Planning: Spearhead in-depth discovery sessions with new and existing customers. These sessions are crucial for defining clear business goals, identifying target user personas, understanding any technical or organizational constraints, establishing measurable success metrics, and agreeing upon realistic timelines. The insights gathered from these sessions will be meticulously translated into a comprehensive and formally approved training plan that serves as the blueprint for all subsequent activities.
• Training Facilitation: Deliver highly effective Virtual Instructor-Led Training (VILT) and onsite training sessions. Each session will be meticulously aligned to specific customer personas and relevant use cases, ensuring the content resonates directly with the audience and addresses their practical needs. Additionally, you will confidently lead public webinars, engaging a broader audience with compelling presentations, and expertly leveraging the support of moderators to manage Q&A and technical aspects.
• Train-the-Trainer (TTT) Programs: Design and execute robust TTT programs using a proven "see one, do one, teach one" methodology. This immersive approach empowers customer trainers to not only understand the content but also to effectively deliver it to their own teams, ensuring sustainable knowledge transfer and widespread adoption within the customer organization.
• Collaboration on Assets: Engage in close collaboration with our dedicated Customer Education Specialists. These specialists are responsible for the development and ongoing maintenance of all learning assets, such as engaging tutorial videos, practical job aids, SCORM-compliant modules, and intuitive in-app guides. Your role will involve providing critical input, offering valuable context based on customer interactions, and ensuring that all assets are perfectly aligned with the overarching training plan and adhere to established quality and branding standards.
• Instructional Design & Project Management: Apply your expertise in instructional design to conduct thorough needs analyses, clearly define measurable learning objectives, design engaging activities and assessments that reinforce learning, and meticulously manage projects and stakeholders throughout the entire content lifecycle, from inception to delivery and ongoing iteration.
• Content Improvement: Proactively analyze and refine existing content based on performance data, learner feedback, and feedback loops gathered during training delivery. This iterative approach ensures the continuous improvement of all learning assets and training approaches, keeping them current, effective, and impactful.

What We're Looking For:

• A minimum of 3 years of hands-on instructional design experience is essential, with a significant emphasis on developing and delivering customer-facing training within a Software-as-a-Service (SaaS) environment. This experience should demonstrate a clear understanding of the unique challenges and opportunities in training external stakeholders on complex software solutions.
• Proven and demonstrable experience in facilitating both virtual and/or classroom-based training sessions. This must be coupled with exceptional communication skills, allowing you to articulate complex concepts clearly and concisely. Strong presentation skills are paramount for delivering engaging and impactful training, and superior interpersonal skills are crucial for building rapport with customers and fostering a positive learning environment.
• A strong ability to understand the customer’s business, operating model, user roles, and unique goals is required. The ability to translate those insights into a tailored training plan based on the customer’s business type, workflows, role-specific responsibilities, and learning needs is essential. Additionally, strong discovery, critical thinking, stakeholder management, and solution-design skills are necessary for developing practical training strategies that support adoption and deliver measurable outcomes.
• A strong theoretical and practical understanding of various learning theories (e.g., adult learning principles) and instructional design models (e.g., ADDIE, SAM) is required. Additionally, solid project management skills are essential for effectively planning, executing, and overseeing multiple training initiatives concurrently.
• Proficiency with industry-standard eLearning and content authoring tools (e.g., Articulate 360, Captivate) is expected. The ability to write clear, concise, and effective copy, instructional text, and A/V scripts is also critical for developing high-quality learning materials.
• Excellent time management and organizational abilities are non-negotiable. You must possess the capacity to efficiently prioritize multiple projects, manage competing deadlines, and maintain meticulous attention to detail even under pressure.
• Fluency in French is required, while proficiency in Spanish is a significant advantage, as it will enable you to effectively serve a broader customer base and contribute to our global expansion efforts.
• A willingness and ability to travel up to 40% for onsite delivery of training, Train-the-Trainer (TTT) programs, and customer workshops is a core requirement of this role.