Director, Customer Education

Director, Customer Education

As the Director, you will own and oversee the Customer Education program at Billtrust, including the responsibility for Billtrust University. You will be responsible for defining, administering and delivering a scalable customer training program that combines online eLearning, instructor-led training, certifications and more. In this role you will have a mix of interpersonal and technical skills, ability to deliver high value service, teamwork, and a ‘do what it takes’ approach.

What You'll Do:

• Develop and refine a training program that’s based on domain research, user interviews, and alignment to business objectives
• Directly oversee a team of product trainers, instructional designers, and Education operations coaching the team in developing workflow processes and provide training, feedback and performance reviews
• Evaluate existing systems, processes, and resources; identify gaps and develop a range of new training activities, including facilitation of instructor-led programs. This will also include highlighting and championing product/solution enhancements with product management that will benefit customers and help improve internal operations.
• Oversee the development of course material, technology, and invitations to deliver programs in primarily virtual environments
• Evolve the current for free education when appropriate to a for fee or a value add on that can help in reducing other discount items
• Evolve the current education team to one that helps identify and facilitate leads to cross sell and upsell existing customers
• Ensure training materials are maintained and updated, secure consulting with subject matter experts (SME) on a regular basis to ensure information accuracy
• Evaluating individual and organizational performance to ensure training is meeting business needs and improving performance
• Own the annual OKRs for the customer education team & the quarterly priorities for the team to meet the annual OKRs.
• Recruit, build and nurture a high performing team of curriculum developers, instructional designers and instructors.
• Sponsor content and education projects keeping tasks and deliverables on time and on budget
• Monitor customer product utilization and adoption to ensure success. Quickly identify potential issues and escalate appropriately to key contacts to ensure optimal onboarding experience
• Partner with Sales and Customer Value Managers to help review and present Education programs and assist in pulling learning activity encouraging adoption and retention

What You'll Bring:

• 10+ years of experience in a customer education role, including 3+ years of SaaS management experience preferred
• Proven experience managing and evolving an existing team to new levels of responsibility as outlines in the list of roles responsibilities
• Demonstrated knowledge of adult learning principles, instructional design, development as well as project management expertise
• Ability to partner with Subject Matter Experts (SMEs) to proactively identify training needs and development and deploy customer training programs.
• Ability to gather and synthesize information across a number of different people and platforms
• Customer-focused mentality and enthusiasm for onboarding, feature adoption, technical acumen, and problem-solving
• Work effectively in a fast-paced, dynamic environment, organize several projects at once, and can quickly switch between tasks
• Excellent communication and presentation skills, both verbal and written
• Ability to solve problems using a creative and logical mindset
• Ability to work under pressure, organize and prioritize responsibilities.
• Experience with project management, driving big-picture vision while also jumping in to achieve key milestones quickly and effectively

The expected base salary range for this position is $145,000.00 - $170,000 annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.