The Manager of Customer Education plays a key role in ensuring our customers unlock the most value, aligning Billtrust products and services to their business needs and objectives. The Manager will be responsible for authoring and executing a comprehensive customer education strategy, managing and coaching a team of instructional designers and content specialists, and overseeing the development of high-quality educational content for our customers.
What You'll Do:- Manage our Customer Education roadmap and initiatives, ensuring that our educational offerings continue to exceed the needs of our customers as we evolve and grow our product.
- Lead and manage a team of instructional designers and technical product trainers to create engaging, informative, and high-quality educational content for our customers.
- Ensure delivery of high-quality training programs through various formats (virtual, in-person, on-demand) tailored to different customer segments.
- Partner with Product, Sales, Customer Success, Support, and Professional Services teams to align education efforts with product updates, customer feedback, and business priorities.
- Evaluate and continuously improve current KPIs and initiatives that directly improve customer adoption and time to value.
- Assist in the planning and execution of customer experience programs and initiatives.
- Experience in a SaaS customer organization, working with SMEs, content developers, and internal stakeholders on customer education initiatives
- 7+ years of relevant experience in instructional design or customer education
- Excellent written and verbal communication skills, with the ability to convey complex ideas in a clear and concise manner.
- Deep project management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
- Experience with customer and/or employee facing learning management systems (LMS)
- Demonstrated track record of successfully partnering across multiple teams (Marketing, Product, Engineering, Support and Customer Success).
- Experience conducting needs analysis to identify gaps in the education content portfolio, alongside proposals to optimize those needs.
- Strong analytical skills and the ability to use data to inform decisions.
- Proven results presenting results to senior leaders and cross functional partners to educate and influence decision making.
- Bachelor's degree in Education, Instructional Design, or a related field.
- Strong understanding of adult learning methodologies and principles of learning science.
The expected base salary range for this position is $100,000 - $120,000 annually.
Compensation may vary depending on several factors, including a candidate’s qualifications, skills, experience, competencies, and geographic location. Some roles may qualify for extra incentives like equity, commissions, or other variable performance-related bonuses. Further details will be provided by our Talent Acquisition team during the interview process.
- Work from Anywhere: Your home, a coffee shop, a company paid WeWork.... you decide!
- A Culture that Lives its Values: Our values are not just words or window dressing, they guide our decisions - big and small - each and every day.
- Flexible Working Hours: We support your lifestyle- the results are what count.
- Open PTO: Work-life balance is important. We believe in giving our employees time to truly relax and recharge.
- Sabbatical: A paid leave to reward longevity and commitment to Billtrust.
- Paid Parental Leave: To promote parent-child bonding and increase gender equity at home and in the workplace.
- Opportunities for Growth: Professional development can take many shapes. Join one of our seven ERGs or participate in our Mentor-Mentee, and Leadership development programs- we foster an environment where all employees can grow.
- Recognition: From Billtrust Bucks and CEO Shoutouts to Culture Champion and CEO Excellence Awards, our employees are recognized for hard work and outcomes achieved.
- Benefits: Medical, dental, vision, 401(k) with company match, short-term and long-term disability, flexible spending accounts, HSA, and life, cancer, and AD&D insurance.
- Minimal Bureaucracy: An entrepreneurial environment of ownership and accountability allows you to get work done.
Top Skills
What We Do
Billtrust makes it easier for B2B companies to get paid. We’ve been the leading innovator in AR automation for nearly two decades and continue accelerating. Our customers span 40+ industries and we lead with double digit market share in many of the industries we serve.
We provide automated order-to-cash solutions that meet diverse buyer requirements and speed cash application through tailored invoice delivery, secure multi-channel payment enablement and intelligent matching and payment posting.
Our unparalleled expertise in AR informs everything that we do. No one is better positioned to understand and solve for the needs of every individual AR department.
We innovate by pushing automation into new areas like our supplier-driven payments network, automated invoice delivery into AP portals and our automated credit application process.
We drive results by helping our customers increase electronic adoption of invoices and payments and widening technology bottlenecks.
Amazing customer experiences are possible with our connected solutions. We give our customers the power to conduct business unencumbered by manual interactions.
For more information, visit Billtrust at billtrust.com.
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