Customer Education Specialist

Customer Success Boston, Massachusetts San Diego, California


Description

Supporting and enabling our customers’ success is at the heart of everything we do at Seismic. Our mission in Customer Education is to effectively communicate essential technical, process, and strategic information to the customers, employees, and partners of Seismic. We exist to drive adoption of our product platform, support the success and competence of our audiences, and contribute a key revenue stream to our organization. We deliver information in many different formats including instructor-led (ILT), virtual instructor led (VILT), video, text and images using flexible tools to quickly produce easy-to-digest modular knowledge that can be efficiently updated on an ongoing basis.

Your Mission

  • Deliver and manage product education sessions in a variety of formats including instructor led/classroom style (ILT), webinar and remote trainings (VILT), and eLearning modules for customers, partners, and members of the customer success organization
  • Participate in or lead the development of educational content, including functional, technical, best practice, and process information
  • Design and develop instructional activities and materials according to proven adult learning principles
  • Keep abreast of continually new and/or enhanced product features and functionality and incorporate into training development and delivery
  • Create and refine educational content and presentations based on varying audiences needs
  • Effectively learn, develop, and deliver Train the Trainer sessions on new or enhanced products for internal staff, customer and partners
  • Be innovative and creative in developing training techniques to be used by the team
  • Manage time to prepare new sessions in addition to delivering current training assignments
  • Manage and participate in multiple projects simultaneously
  • Monitor critical program metrics and provide solutions to address program deficiencies

 Your Competencies

  • Experience leading or supporting customer education efforts/sessions
  • Ability to understand and differentiate learning audiences and adapting educational content to best serve the audience you are engaging with
  • Ability to integrate technology into instructor-led learning experiences.
  • Self-motivated, innovative, and able to assume responsibility and work autonomously in a professional manner
  • Has flexibility to adapt to changing programs and processes
  • Has track record of complex and creative problem-solving, and desire to create and build new processes
  • Excellent organizational and time management skills
  • Solid analytical and technical skills
  • Demonstrated ability to work with employees throughout an organization, including product managers, customer success, marketing personnel, and management
  • Excellent verbal and written skills
  • Proven ability to initiate and manage relationships with customers and partners at all levels
  • Ability to work in a fast-paced and geographically diverse organization
  • Ability to travel on a regular basis
  • Prior experience with SaaS a plus