Customer Education Specialist

Handshake•San Francisco, CA

5d•Remote

About The Position

As a Customer Education Specialist, you will play a crucial role in developing and delivering high-quality content to Handshake's education partners. Your goal is to ensure their success by empowering them to effectively use the platform. This position can be remote or based in San Francisco or New York. You'll collaborate closely with teams across the organization, including customer success, marketing, product, sales, and support, to deliver exceptional customer experiences. Your work will involve creating engaging digital training materials that drive self-service learning and contribute to our business growth. You'll have the autonomy to take initiative and develop innovative solutions that provide the best possible learning opportunities for our employer partners.

Requirements

3+ years of training experience, delivering both live, in-person and virtual training.
Proven experience in designing training courses using a learning management system.
Deep understanding of instructional design theory and learning principles.
Demonstrated experience with SaaS applications or the ability to quickly learn new technologies.
Familiarity with reporting tools and strong data analysis skills.
A proven ability to manage multiple tasks and priorities simultaneously.
Ability to drive customer onboarding, implementation, and adoption through effective training.

Nice To Haves

Experience in or a deep understanding of the higher education landscape and adult learning principles.
Experience in early talent recruiting or a related field.

Responsibilities

Develop engaging content (videos, checklists, tutorials) that aligns with our brand and helps customers optimize their use of Handshake via Handshake Academy.
Create content in response to common customer questions, concerns, and objections to provide a self-service learning experience.
Design, develop, and edit videos for customer access and use.
Enhance and expand our course offerings in the Learning Management System (Skilljar) to cater to customers with varying technical skills.
Gain a deep understanding of the early talent recruiting space and higher education space (operations, structure, workflows, and metrics) to inform content development.
Contribute to brainstorming and developing new areas for our education program.
Identify training needs by analyzing the platform, collaborating with marketing and success teams, and gaining a deep understanding of customer requirements.
Leverage data analysis (customer training engagement and product usage) to prioritize content creation.
Build strong relationships with key partners to conduct focus groups and gather additional insights for content development.
Adapt and update content/course offerings to meet evolving customer and product needs.
Facilitate engaging and dynamic training sessions to a diverse audience, across customer segments.
Translate complex technical information into clear and understandable language or step-by-step guidelines.
Develop strategic plans and guidelines to measure customer education outcomes and ROI.
Identify opportunities for improving product adoption rates.
Track training impact on product adoption, customer health, and course engagement through in-depth data analysis.
Analyze feedback to identify customer needs and make informed decisions on course updates.
Contextualize and interpret data considering factors like industry trends, higher education landscape, historical relationships, and product features to provide actionable recommendations through training.
Collaborate closely with the EMP Customer Education counterpart to ensure new training courses are aligned across EMP and EDU, wherever relevant and appropriate.
Collaborate closely with EDU Product Specialists to facilitate training program development (Handshake Academy Live, Handshake Academy Meetups) with backend and day-of support as needed.
Collaborate with Product, Marketing, Sales, Success, and Support to enhance customer resources.
Deliver tailored presentations to key stakeholders across the business to share customer education insights (ex. completion rates, session hours dedicated to training, etc).