Director of Customer Education and Community Engagement

Description

Join a leading provider of image and video management solutions that transforms how businesses worldwide harness the power of visual media. Our platform caters to a diverse clientele, offering innovative and flexible solutions for enhancing visual storytelling…

We are seeking a strategic leader to develop and execute our customer education and community strategies, empowering global clients to fully utilize our product suite. You will manage a top-notch education program and nurture vibrant user communities.

Key Responsibilities

• Customer Education Strategy: Develop and execute visionary education programs within our learning platform, including instructional design, custom training initiatives, certification programs, and on-demand learning content.
• Community Engagement: Cultivate and manage dynamic customer communities through online platforms, forums, user groups, and events. Build and lead groups such as Customer Advisory Boards and Community Feedback Committees.
• Team Leadership: Lead and mentor a talented team of education professionals, community managers, and instructional designers. Drive success and growth across all educational and community initiatives and participate in the Customer Success Leadership group.
• Cross-functional Collaboration: Partner with product, customer success, marketing, and sales teams to ensure education and community programs align with business goals and product updates.
• Customer Advocacy: Act as a champion for our customers, ensuring their feedback and challenges are reflected in our educational content and community engagement efforts.
• Performance Measurement: Define, track, and report on key success metrics for customer education and community engagement, including product adoption, engagement rates, and the impact on revenue-generating use cases.
  
  

What We're Looking For

• Education: Bachelor's degree in Business Administration, Instructional Design, Education, Journalism, or a related field; Master's degree preferred.
• Experience: 8+ years in customer education, community management, or a related field, with a proven track record in building and scaling education programs, ideally in SaaS environments with a developer audience.
• Leadership: Strong leadership skills with experience managing and growing both remote and global teams.
• Communication: Excellent communication and presentation skills, capable of engaging with customers of all levels.
• Instructional Design: Deep knowledge of instructional design principles and best practices for both in-person and virtual learning.
• Community Management: Experience in developing and managing online communities or customer advocacy programs.
• Collaboration: A collaborative leader who excels in working cross-functionally with diverse teams to achieve common objectives.
• Technology Expertise: Familiarity with digital media management platforms and tools like Jira, Confluence, Slack, Okta, and Monday.com is a plus.
• Passion: A genuine passion for educating and empowering customers to succeed.
  
  

Employment Type: Full-Time