Customer Education Specialist

Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.

About us

We are Insider, a B2B SaaS company that drives growth for its clients around the world. We are the #1 AI-native platform for Customer Experience and Marketing—offering marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency.

Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world. Insider has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards.

Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.

Customer Education Mission

To empower our customers with the knowledge and skills they need to excel while fostering a deep understanding of our product. Our unwavering commitment is to deliver a flawless eLearning experience and act as the crucial bridge connecting our customers with our product team.

In our quest for customer satisfaction, we follow these guiding principles:

1. Helping customers find value by emphasizing the details that matter.
2. Creating a flexible program that can grow with our customers, offering personalized training options.
3. Embracing an agile approach to deliver solutions quickly and maintain high quality.
4. Designing fun and engaging learning experiences that keep users interested.
5. Being there for our customers when they need us, guiding them to achieve their goals effectively.

Customer Education Vision

To be the global benchmark in customer education for the Insider brand, recognized for our unwavering commitment to excellence.

Position Summary

As a Customer Education Specialist, you will play a pivotal role in bringing our mission and vision into reality. You will be at the forefront of creating and delivering exceptional eLearning experiences to our valued customers.

Key Responsibilities

1. Product Mastery:
   1. Develop an in-depth understanding of our product.
   2. Become a subject matter expert by using the product and sourcing product learnings from day-to-day interactions.
   3. Keep up-to-date with product updates and changes by attending product trainings and meeting regularly with Product Managers.
   4. Assist the Customer Onboarding Team in maximizing product utilization for our customers.
   5. Support the CS team by developing educational modules that apply to common use cases and user workflows.
   6. Provide internal support to the Product Marketing team by sharing insights gathered from the field.
2. E-Learning Excellence:
   1. Create engaging eLearning content, including courses, documentation, videos, webinars, and other learning interventions.
   2. Ensure a seamless and effective eLearning experience for customers.
3. Customer Engagement:
   1. Interact directly with customers to understand their needs, answer queries, and address concerns during Live Webinar sessions.
   2. Evaluate the feedback on eLearning materials and the overall learning experience.
4. Single Source of Truth:
   1. Collaborate closely with the product team and other internal stakeholders to relay customer feedback and insights.
   2. Play a crucial role in translating customer feedback into actionable product improvements.
5. Continuous Improvement:
   1. Monitor the effectiveness of educational materials and make data-driven improvements through surveys and other customer feedback.
   2. Keep up with industry best practices and emerging trends in eLearning and customer education.

Qualifications

1. Bachelor's degree in Education, Instructional Design, or a related field (Advanced degrees a plus).
2. Fluent in English and in the local language.
3. Exceptional communication and presentation skills.
4. Project management and organizational skill sets.
5. Experience with Google Workplace.
6. Proven experience in instructional design, eLearning development, or a related role.
7. Strong technical proficiency, especially with eLearning tools and learning management systems.
8. Strong focus on delivering value quickly to the customer.
9. A passion for continuous active learning in the B2B SaaS industry.
10. High level of flexibility, creativity, and accountability.
11. Ability to work collaboratively and bridge the gap between customers and the product team.

While exporting our technology to the world, we offer you:

1. A chance to work in an international, diverse, and inclusive environment.
2. Opportunity to be a part of different side projects depending on your interests.
3. Access to many hard and soft skill training to help you improve and challenge yourself.
4. Access to 16,000+ online courses taught by real-world professionals.
5. Space to share your skills through training sessions and workshops if you wish.
6. Free access to exclusive platforms such as Blinkist, Masterclass, and Spotify.
7. Chance to become a Shareowner with the "Shareowner System".
8. Inclusive Private Health Insurance.
9. Food ticket to cover all the yummy food expenses monthly.
10. The infamous team activities are bursting with fun.
11. No Dress Code!

We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.

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