Responsibilities
Trainer‑of‑Trainers
- Program Map user personas and key “day‑in‑the‑life” workflows.
- Build slide decks, facilitator guides, and hands‑on exercises.
- Host virtual sessions to certify client‑side trainers.
In‑App Guidance
- Select and implement an in‑app guidance platform.
- Create, test, and iterate interactive walkthroughs and tooltips for new and existing features.
- Maintain in-app guides and tutorial content for new releases and changes to make sure users succeed in product adoption.
Video & Written Content
- Script, record, and edit short video demos and micro‑learning modules.
- Publish concise “how‑to” articles, release‑note explainers, and FAQs in our help center.
Content Governance
- Establish a single source of truth and version‑control process so every product change triggers the right content updates.
- Maintain a release‑readiness checklist for education assets.
Feedback & Continuous Improvement
- Design and track metrics such as time‑to‑onboard, feature‑adoption curves, and “how‑to” support tickets.
- Shadow occasional customer trainings and analyze feedback to close content gaps.
Cross‑Functional Enablement
- Brief internal Support, Sales, and Customer Success on new training assets and best‑practice usage.
- Provide product‑usage insights from trainings back to Product Management and UX.
Success Metrics (First 12 Months)
- Reduction in support tickets tagged “how‑to / improper usage.”
- Faster median onboarding time for new enterprise cohorts.
- Increase adoption of targeted new features within 30 days of release.
- Improve success of trainee assessment tests during and post training.
Required Qualifications
- 3+ years in support or technical training.
- Proven ability to create clear, easy-to-understand explanations of digital tools
- Excellent written and spoken English.
- Comfortable working cross‑functionally in a fast‑moving, release‑driven environment.
Nice‑to‑Haves
- Hands‑on experience with at least one in‑app guidance tool or e‑learning / video‑authoring suite.
- Data‑driven mindset—comfortable defining KPIs, analyzing usage analytics, and iterating content accordingly.
- Ability to localize or coordinate translation for future multilingual expansion.
Logistics
- Employment type: Full‑time, individual contributor
- Location: Remote‑first
- Travel: ≤ 10 % (occasional customer‑site observations or workshops)
- Reporting line: Head of Product (matrix collaboration with Support & Program Management)
- Growth path: Opportunity to build and lead the Customer Education Experience.