Customer Training Manager

Mirakl is the global leader in platform business innovation. Mirakl's suite of solutions provides enterprises with a transformative way to drive significant growth and efficiency in their online business.

Since 2012, Mirakl has been pioneering the platform economy, empowering retail and b2b enterprises with the most advanced, secure and scalable technology to digitize and expand product assortment through marketplace and dropship, improve efficiency in supplier catalog management and payments, personalize shopping experiences, and boost profits through retail media.

Mirakl is trusted by 400+ industry-leading businesses worldwide including Macy’s, Decathlon, Kroger, Airbus, Toyota Material Handling and Sonepar.

Headquartered in Paris and Boston and with offices in 7 countries, Mirakl is recognized as a Great Place to Work company.

Job Description :

We are looking for a passionate and innovative Customer Training Manager to join our dynamic team. This critical role sits at the heart of our Customer Services and Customer Success departments, working closely with support and documentation teams. You will be a key driver in our strategy to accelerate the digitalization of our content and expand our 1-to-many educational initiatives.

As a Customer Training Manager, you will be responsible for developing and implementing comprehensive training programs that ensure our customers and internal teams are experts in our product offerings. Your efforts will directly impact user adoption, product proficiency, and overall customer satisfaction. You will create engaging educational content, leverage cutting-edge AI and automation tools, and support business teams to enhance their digital presence. This is a central role in our mission to provide top-notch customer education and empower our clients to succeed with Mirakl's solutions.

Your key responsibilities :

Design and Implement Training Programs :

1. Develop and maintain our Mirakl Power User program with business-focused courses and certifications for our clients.
2. Continuously enhance the internal onboarding training to ensure all new Mirakl team members are well-versed in our product offering.

Create Engaging Educational Content :

1. Produce dynamic feature highlight videos to showcase new product features and drive user adoption.
2. Collaborate with the content team to create high-impact how-to instructional videos.
3. Condense release notes into engaging and digestible video summaries for quick updates.

Leverage AI and Automation for Efficiency :

1. Implement video script automation to streamline the production of educational content. (Customer ChatGPT)
2. Automate the creation of training materials to ensure consistency and quality.
3. Utilize advanced tools like Veed for avatar-based video generation to create innovative learning experiences.

Support and Empower Business Teams :

1. Oversee the Mirakl University + Helpdesk Portal, managing a dedicated LMS admin contractor.
2. Provide content support to various business teams to enhance their digital presence.

Measure and Enhance Learning Outcomes :

1. Develop insightful reports and KPIs to monitor the impact of our training programs on customer education and satisfaction.

Qualifications :

1. Bachelor's degree in Education, Marketing, or a related field.
2. Proven experience in customer education, e-learning, or instructional design.
3. Strong understanding of video creation tools and e-learning platforms.
4. Experience with AI tools and automation in content creation.
5. Excellent communication and collaboration skills.
6. Ability to manage multiple projects simultaneously.

Preferred Skills :

1. Familiarity with marketplace solutions and technology.
2. Strong analytical skills with the ability to develop and measure KPIs.
3. Creative problem-solving abilities.

We welcome collaborators with their diverse perspectives and experiences to power us forward. These often far exceed conventional job requirements and help us create a culture of continuous learning. If you’re ready to join a hyper-growth company at the heart of digital transformation for the world’s most forward-thinking organizations, we strongly encourage you to apply to any of our roles, even if you think you’re not an exact match.