Job Description
Customer Education Manager
- Remote
- Full Time
- Professional Services
- Experienced
SimpleLegal is looking for an adult education champion to shape our customer learning strategy and build out the customer education function. This person will design, develop and execute on customer learning strategies across the entire customer lifecycle for all customer segments, optimizing customer time to value and adoption.
What success in this role looks like:
- Develop and deploy an efficient, effective and scalable learning program that delivers a best in industry experience to our customers
- Execute on a customer education strategy that drives customer time to value and adoption, makes SimpleLegal easy to do business with and helps our customers view us as a trusted guide in their success
- Personally cultivate and maintain deep knowledge of SimpleLegal’s product and industry to clearly articulate our value proposition (benefits, features, use cases) and deliver consistent messaging to drive ongoing customer value
- Leverage insights from customer interactions to serve as a customer advocate throughout the organization
- Regularly invest in your knowledge of ongoing customer education and learning and development trends and best practices in B2B SaaS
Responsibilities:
- Accelerate SimpleLegal product adoption by creating and delivering thoughtful, scalable, easy to use customer learning experiences through a variety of digital and instructor led methods
- Deliver standard and customized training that is accessible and digestible to a wide variety of audiences to drive product adoption and user engagement with SimpleLegal
- Build and maintain curriculum and learning assets such as videos, webinar scripts, learning guides, etc.
- Own and evolve the SimpleLegal customer education strategy with a focus on scalability and decreasing learner time to value to ensure customers are maximizing the benefits of the SimpleLegal platform
- Track and measure the effectiveness of the customer education program through qualitative and quantitative measurements and leverage that data to improve the customer learning experience and develop new offerings
- Collaborate with Customer Success, Professional Services, Support, Marketing and Product Management to create a high-quality customer learning experience that drives customer engagement and product adoption
Who You Are:
- An adult education expert who loves helping others achieve a “lightbulb moment”
- A quick study and lifetime learner who operates with a high clock speed
- A creative problem solver who thrives on change and operates well in ambiguous situations
- An ambitious self-starter who finds or builds the right tools to be successful
- A team player who brings confidence without attitude
- A complete thinker who is an optimistic realist and highly dependable
- A customer advocate with insistence on high standards
- Passionate about building a customer education function from the ground up
Experience and qualifications:
- 5+ years of experience in customer facing adult education with at least 2 years in a B2B SaaS environment
- Strong communication skills (written, oral and presentation) with demonstrated ability to effectively influence others at all levels in an organization
- Instructional design or curriculum building experience for end users of a SaaS product across a variety of media (webinar, video, articles, in-app walkthroughs, etc.)
- Ability to create strategies, implement them, track performance and achieve set objectives
- Proven track record of creating learning experiences that increase product adoption, drive customer outcomes and result in customer satisfaction
- Ability to multitask, manage multiple priorities, and prioritize appropriately to meet strict deadlines
- Exhibits a collaborative, team-oriented mindset, demonstrates integrity and a commitment to values
- Experience with learning software such as video editing, e-learning authoring, content creation, publishing, digital adoption platforms, learning management systems, etc. preferred
About SimpleLegal SimpleLegal is a legal tech enterprise SaaS startup run by experienced founders, based in Mountain View, CA. We’ve created a software platform to run in-house legal operations. As a well-funded startup with a diversified customer base and meaningful revenue, we are bringing corporate legal teams into the modern age. Sales has Salesforce, Marketing has HubSpot, Legal has SimpleLegal. In May of 2019, SimpleLegal joined the Onit family as of an expansion to offer solutions to the leading companies around the world.
SimpleLegal recently combined with Onit to disrupt the legal operations landscape, with offices in Mountain View, Houston, and Austin. We’re here to build a world-class product that our customers love, that has the best support of any software product they use, in an environment that celebrates company and personal success. We believe that opportunity exists in the legal industry to build that company. We believe that we can build the next great enterprise platform faster and better than anyone else. We offer competitive compensation and benefits in a fun working environment. Dental, medical, catered lunches, game nights to get to know your coworkers, and more.