Customer Education & Adoption Manager

Location: (Remote USA)

What You Will Do

We are seeking a passionate and experienced Customer Education & Adoption Manager to evolve our customer education efforts. As a member of our Customer Success Operations team, you will work cross-functionally to build upon our extensive self-paced coursework in Moveworks Academy, as well as develop and deliver high-impact live training programs for our generative AI products. You will play the critical role of ensuring customers integrate our products into their operating rhythm and derive high value from them.

As a customer onboarding specialist, you will:

1. Engage cross-functional stakeholders to evolve our customer education content: Collaborate with teams throughout Moveworks, such as Product Management, Professional Services, Customer Success, and Sales to refine our customer education content and align them to overall business goals. Partner with Operations and Data Science teams to develop reporting to measure the impact of education initiatives.
2. Develop and conduct short-term consultative training engagements with customers to improve product adoption: Your goal is to ensure that customers integrate the products into their operating rhythm by helping them understand how to leverage cutting-edge Moveworks applications.
1. Partner with customers on 4-6 week engagements to properly onboard them to the product in two scenarios:
• At the launch of that product
• When adoption for that product is low
2. Proactively Identify existing customers with low usage of these products and partner with customer’s CSM to get the customer to agree to the engagement
3. Create compelling training materials, including videos, presentations, and documentation to be used in both the training engagements, but also on Moveworks Academy, our online learning platform.
3. Conduct engaging and informative live training sessions: both 1:1 customer and 1:many customers, to support the feature adoption and renewal efforts of our key products and accounts. Tailor training sessions to meet the specific needs and objectives of each customer.
1. Design and implement in-person training and certification programs for customers who prefer a more hands-on learning experience. Coordinate logistics and manage the delivery of these programs to ensure a seamless experience for participants.
4. Identify opportunities to engage with customers: Stay up-to-date with the pulse of our customer base, as well as our latest product updates and incorporate them into training materials and programs as part of a comprehensive customer-focused strategy. Gather feedback from customers and internal stakeholders to continuously improve the effectiveness of our training offerings as part of our broader Customer Success strategy.

Measurable Success Criteria

As part of this role, you will be evaluated on a few key success criteria metrics:

• Increased product usage (captured product usage data) across Moveworks products from customers participating in engagements (at 1 month, 3 month, 6 months post-training)
• Drive a high rate of Customer participation in live engagements, with an emphasis on key accounts (100% of key accounts participate in at least one live training every 6 months)
• Maintain a Net Promoter Score (NPS) of at least 70+ for training programs and content produced.

What You Bring To The Table

• 3+ years of experience in developing and delivering training programs, preferably in a technology or SaaS environment.
• Professional Services/Live Training experience in the enterprise SaaS space with a proven track record of improving customer outcomes
• Experience with change management and working with mid-level and senior management in customer relationships
• Independently driven to learn about Enterprise applications of AI
• Strong presentation and communication skills, with the ability to engage and motivate audiences both virtual and in-person settings
• Proficiency in creating training materials using tools such as Google Slides, Google Docs, Loom, Zoom, MS Teams, Learning Management Systems (LMS) like LearnUpon.
• Experience with customer-facing roles and a passion for driving customer success.
• Ability to work independently and manage multiple projects simultaneously.

Compensation Range- $ 107,000- $189,000 (Location dependent)