Customer Education Consultant (SaaS)

Motive

5d•$75,000 - $95,000•Hybrid

About The Position

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. The Motive platform, combined with industry-leading AI, provides complete visibility and control, significantly reducing manual workloads by automating and simplifying tasks. Motive serves nearly 100,000 customers across various industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. As an Education Consultant specializing in Customer Education, you will play a pivotal role in empowering customers to maximize the value of Motive's products and services. This involves 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 tailored to their unique needs and objectives. This highly collaborative role requires extensive partnership with diverse stakeholders, including internal cross-functional teams and Subject Matter Experts (SMEs), to ensure training content is accurate, up-to-date, and aligned with product roadmaps. You will also partner with enablement teams to streamline processes and ensure a cohesive customer experience. The ultimate goal is to ensure every learning experience is engaging, effective, and directly contributes to customer success and satisfaction.

Requirements

A minimum of 3 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 to articulate complex concepts clearly and concisely.
Strong presentation skills for delivering engaging and impactful training.
Superior interpersonal skills 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).
Solid project management skills for effectively planning, executing, and overseeing multiple training initiatives concurrently.
Proficiency with industry-standard eLearning and content authoring tools (e.g., Articulate 360, Captivate).
Ability to write clear, concise, and effective copy, instructional text, and A/V scripts.
Excellent time management and organizational abilities.
Capacity to efficiently prioritize multiple projects, manage competing deadlines, and maintain meticulous attention to detail even under pressure.
Willingness and ability to travel up to 40% for onsite delivery of training, Train-the-Trainer (TTT) programs, and customer workshops.

Nice To Haves

Proficiency in Spanish or French

Responsibilities

Lead the end-to-end process of developing customized and impactful training plans for individual accounts.
Conduct thorough discovery and kickoff calls to understand customer goals, current challenges, target personas, and desired success metrics.
Design structured, standardized training plans that clearly outline learning objectives, content modules, delivery methods, and timelines.
Secure customer buy-in and formal approval for the proposed training plan.
Serve as a primary facilitator for customer-facing training across a variety of formats, including virtual instructor-led training (VILT) sessions, onsite training at customer locations, 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.
Coordinate closely with content production partners to ensure all necessary materials are prepared and ready for each session.
Travel up to 40% for facilitating essential onsite training sessions, conducting in-depth TTT programs, and attending critical customer meetings.
Spearhead in-depth discovery sessions with new and existing customers to define clear business goals, identify target user personas, understand technical or organizational constraints, establish measurable success metrics, and agree upon realistic timelines.
Translate insights gathered from discovery sessions into a comprehensive and formally approved training plan.
Deliver highly effective Virtual Instructor-Led Training (VILT) and onsite training sessions, meticulously aligned to specific customer personas and relevant use cases.
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.
Design and execute robust TTT programs using a proven "see one, do one, teach one" methodology.
Engage in close collaboration with Customer Education Specialists, providing critical input and valuable context based on customer interactions, and ensuring all learning assets (tutorial videos, job aids, SCORM-compliant modules, in-app guides) are perfectly aligned with the overarching training plan and adhere to established quality and branding standards.
Apply 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.
Proactively analyze and refine existing content based on performance data, learner feedback, and feedback loops gathered during training delivery.
Retain full ownership of the entire discovery process, from initial engagement to the finalization of the training plan.
Ensure the successful delivery of all training initiatives, securing formal customer approval for plans and outcomes, and maintaining the overall quality of delivery to the highest standards.
Forge strong partnerships with Customer Education Specialists for the meticulous production and ongoing maintenance of all learning assets, seamless production of webinars, localization of content for diverse audiences, and timely updates of customer content hubs, following defined intake processes and Service Level Agreements (SLAs).