Senior Customer Education Specialist

Customer Education Mission

To empower our customers with the knowledge and skills they need to excel while fostering a deep understanding of our product. Our unwavering commitment is to deliver a flawless eLearning experience and act as the crucial bridge connecting our customers with our product team, channeling invaluable insights to drive tangible improvements.

Empowering our customers means more than just teaching them – it's about giving them the tools to succeed while helping them truly understand our product. We're committed to providing seamless eLearning experiences that connect our users with our product team, bringing valuable insights to drive real improvements.

In our quest for customer satisfaction, we follow these guiding principles:

Helping customers find value by emphasising on the details that matter

Creating a flexible program that can grow with our customers, offering personalized training options

Embracing an agile approach to deliver solutions quickly and maintain high quality.

Designing fun and engaging learning experiences that keep users interested.

Being there for our customers when they need us, guiding them to achieve their goals effectively

Customer Education Vision

To be the global benchmark in customer education for the Insider brand, recognized for our unwavering commitment to excellence. We aspire to be the centre of excellence & go-to experts for our business, ensuring customers master its potential. Our eLearning experiences set the gold standard for engagement and effectiveness, while we act as the single source of truth that amplifies customer voices and drives continuous product improvements.

Position Summary

As a Customer Education Specialist, you will play a pivotal role in bringing our mission and vision into reality. 

You will be at the forefront of creating and delivering exceptional eLearning experiences to our valued customers. Additionally, you will serve as the bridge that connects customer insights to our product team, contributing to continuous product enhancements.

Key Responsibilities

• Product Mastery
• Develop an in-depth understanding of our product
• Becoming a subject matter expert by using the product & sourcing product learnings from day-to-day interactions
• Keep up-to-date with product updates and changes by attending product trainings & meeting regularly with Product Managers 
• Assist the Customer Onboarding Team internally in maximizing product utilization for our customers.
• Support the CS team by unlocking their ability to guide customers to success, by developing educational modules that apply to common use cases and user workflows
• Support the operational activities of Insider Academy’s Product Education Team with the aim of complementing Customer Education materials
• Provide internal support to the Product Marketing team by sharing insights gathered from the field.




• E-Learning Excellence:
• Create engaging eLearning content, including courses, documentation, videos, webinars, and other learning interventions.
• Ensure a seamless and effective eLearning experience for customers.
• Act an active role in creating the certification programs creation.




• Customer Engagement:
• Interact directly with customers to understand their needs, answer queries, and address concerns during Live Webinar sessions.
• Evaluate the feedback on eLearning materials and the overall learning experience.




• Single Source of Truth:
• Collaborate closely with the product team and other internal stakeholders to relay customer feedback and insights.
• Play a crucial role in translating customer feedback into actionable product improvements.




• Continuous Improvement:
• Monitor the effectiveness of educational materials and make data-driven improvements through surveys and other customer feedback.
• Keep up with industry best practices and emerging trends in eLearning and customer education.
• Create an industry-leading scenario library that enables experts to harness the full potential of Insider's platform.

Qualifications

• Bachelor's degree in Education, Instructional Design, or a related field (Advanced degrees a plus).
• Min 3 years of experience in SaaS, ideally in Marketing Technology
• Fluent in English
• Exceptional communication and presentation skills.
• Project management and organizational skill sets.
• Experience with Google Workplace
• Proven experience in instructional design, eLearning development, or a related role.
• Strong technical proficiency, especially with eLearning tools and learning management systems such as Intellum, Skilljar, Tovuti, Talent LMS. 
• Strong focus on delivering value quickly to the customer and taking a highly iterative approach to your design.
• A passion for continuous active learning in the B2B SaaS industry.
• High level of flexibility, creativity, and accountability.
• Ability to work collaboratively and bridge the gap between customers and the product team.

We are here to grow and drive growth. Together we are building a progressive culture that inspires us to create our life’s work and a bigger, bolder impact. If you are already feeling the excitement, just imagine yourself here taking part!