Responsibilities
- Design end-to-end online learning experiences that focus on product functionality, best practices, and change management to drive customer product adoption, self-sufficiency, renewal, and long-term success.
- Apply strong instructional design principles and scalable development practices to create engaging, high-quality educational content using an iterative, rapid development approach.
- Leverage modern eLearning authoring and multimedia tools (e.g., Descript, Articulate 360, Rise, Storyline, Camtasia) to design and develop engaging, interactive learning experiences for customers.
- Explore and leverage emerging technologies, including AI-powered tools, to enhance instructional design, streamline development workflows, and improve the scalability and efficiency of learning experiences.
- Develop performance-based assessments that align with learning objectives and effectively measure learner understanding and skill application.
- Ensure learning assets meet established quality, consistency, and design standards across all Customer Education content.
- Own the end-to-end instructional design process, from needs analysis and design through development, review, and delivery.
- Manage multiple projects and priorities simultaneously, using strong project management and organizational skills to meet target timelines in a fast-paced, evolving environment.
- Collaborate closely with cross-functional teams (Product, Customer Experience, Customer Success, Customer Onboarding and Product Marketing) to stay informed about product functionality, releases, workflows, and best practices to ensure learning content remains accurate and relevant.
- Develop a deep understanding of customer personas and use cases, translating customer challenges into effective learning solutions that improve product adoption and user success.
- Analyze learner engagement data, feedback, and learning effectiveness metrics to continuously improve educational content and learning experiences.
Requirements
- 100% fluency in English with exceptional written and verbal communication skills.
- 3+ years of experience designing and developing customer-facing product training within a SaaS company.
- 3+ years of experience designing and delivering online, self-paced product training and incorporating multimedia and multi-modal learning formats (e.g., video, interactive modules, assessments, and job aids) that support customer onboarding, product adoption, and user success.
- Proficiency with modern eLearning authoring tools such as Articulate 360, Rise, Storyline, or similar tools to create engaging, interactive learning content.
- Experience developing and publishing learning content in a Learning Management System (LMS); experience with Skilljar is preferred.
- Strong knowledge of instructional design principles and adult learning methodologies, with the ability to create scalable, performance-focused learning experiences.
- Experience analyzing learner engagement data, feedback, and learning effectiveness metrics to evaluate and continuously improve learning content and experiences.
- Results-oriented with strong project management and organizational skills, able to manage projects effectively in environments with evolving priorities, competing deadlines, and ambiguity.
- Strong collaboration and communication skills, with experience working with cross-functional teams to translate complex product functionality into effective learning experiences.
- Highly adaptable and comfortable working in fast-paced, evolving environments, where products, priorities, and opportunities frequently change.
Work Arrangement
Remote (Worldwide)
Additional Information
- Language requirements: 100% fluency in English
