Customer Education Consultant

Motive

2d•Hybrid

About The Position

As a Customer 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.

Requirements

A minimum of 5 years of hands-on instructional design experience, with a significant emphasis on developing and delivering customer-facing training within a Software-as-a-Service (SaaS) environment.
Proven and demonstrable experience in facilitating both virtual and/or classroom-based training sessions.
Exceptional communication skills, allowing you to articulate complex concepts clearly and concisely.
Strong presentation skills are paramount for delivering engaging and impactful training.
Superior interpersonal skills are crucial for building rapport with customers and fostering a positive learning environment.
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.
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.
The capacity to efficiently prioritize multiple projects, manage competing deadlines, and maintain meticulous attention to detail even under pressure.
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.
The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations.

Nice To Haves

Proficiency in Spanish or French is a significant advantage.

Responsibilities

Lead the end-to-end process of developing customized and impactful training plans for individual accounts, including conducting discovery and kickoff calls, designing structured training plans, and securing customer buy-in.
Serve as a primary facilitator for customer-facing training across a variety of formats, including virtual instructor-led training (VILT), onsite training, and public webinars.
Run comprehensive Train-the-Trainer (TTT) programs, equipping customer teams with the skills and knowledge to effectively train their own end-users.
Spearhead in-depth discovery sessions with new and existing customers to define business goals, identify target user personas, understand constraints, establish success metrics, and agree upon timelines.
Deliver highly effective Virtual Instructor-Led Training (VILT) and onsite training sessions aligned to specific customer personas and relevant use cases.
Lead public webinars, engaging a broader audience with compelling presentations, and leveraging moderators.
Design and execute robust TTT programs using a proven "see one, do one, teach one" methodology.
Engage in close collaboration with Customer Education Specialists to provide input and context for the development and maintenance of learning assets.
Apply expertise in instructional design to conduct needs analyses, define learning objectives, design activities and assessments, and manage projects throughout the content lifecycle.
Proactively analyze and refine existing content based on performance data, learner feedback, and feedback loops gathered during training delivery.