Customer Education Program Manager

Tenna is searching for a creative and collaborative Customer Education Program Manager. In this role, you will shape the Customer Education experience through a variety of training opportunities and platforms to develop customized content, while coordinating resources and collaborating with various teams to ensure consistent and accurate materials.

Responsibilities:

• Meet with Customer end-users in person and virtually to determine needs (scope) of custom training content
• Primary lead for customization of LMS to meet customers needs
• Create learning materials including but not limited to courses, guides, presentations, videos for primarily external end-user customers, and internal employees
• Collaborate with cross-functional teams, such as Engineering, Product, Customer Success, and Sales, to infuse content with diverse expertise and perspectives
• Proactively seek and integrate feedback from stakeholders to continually enhance content quality
• Host and/or deliver training sessions to customer end-users and employees both in-person or virtually
• Continuously analyze content performance metrics, utilizing data-driven insights to optimize content quality and strategy
• Generate innovative content ideas aligned with company goals and industry trends to ensure fresh and engaging materials
• Actively participate in planning meetings, infusing discussions with valuable insights to drive the content strategy forward

Requirements:

• Bachelor's degree in business, marketing, digital technologies, or related major
• 5+ years managing, building, and delivering training programs
• 5+ years of experience creating and executing content development strategies
• 5+ years of experience writing, editing and finalizing content (technical subject matter) for marketing/sales and education purposes - presentations, sales materials, etc
• Strong writing and editorial skills. Experienced in understanding what and how audiences consume content and creates it accordingly
• Strong experience using Content Management Systems / tools ( i.e., HubSpot, Help Scout, Docebo, Zen Desk, etc.) and implementing best practices
• Experience with content creation programs (i.e. Articulate)
• Experience with Design & video programs and platforms (i.e. Adobe Programs: InDesign, Photoshop, and Illustrator, VEED)
• Strong experience using narratives and storytelling to build loyalty and awareness amongst customers
• Strong experience building relationships with internal stakeholders and external customers
• Strong experience collaborating cross functionally with varying departments such as Engineering, Product, Customer Success, Sales, etc
• Experience with leveraging data to deliver and report out on ROI driven results
• Strong Project Management Skills