Sr. Customer Education Manager

Job Description:
As a Customer Education Manager, you are responsible for planning, executing, and evaluating day-to-day self-serve content that is high-quality, relevant, and engaging to help Pluralsight customers achieve their business outcomes. You'll create strategic content across a variety of different formats, but primarily written and video via webinars. You'll collaborate closely with fellow members of the Customer Success, Marketing, and Product teams to create engaging and effective educational content. You'll be part of the Customer Success team and report to the Sr. Director of Digital Success.
Our mission is to enable our customers to grow through self-serve content, so you'll be playing a critical role in helping both Pluralsight and its customers achieve business goals.
Who you're committed to being:

• You'll work closely with key stakeholders to identify educational needs and create solutions.
• You will lead projects, manage timelines and deliverables, work with subject matter experts, and evaluate success.
• Build, operate, and lead a cohesive 1:many webinar series with evergreen content and unique content based on new trends and customer needs.
• Create engaging content aimed at just-in-time resources that help our customers more effectively get the most out of their Pluralsight subscriptions and evaluate data to determine engagement and success metrics and identify opportunities for improvement.
• You'll understand Pluralsight customers, their challenges and opportunities, and you'll regularly contribute ideas for high-quality content.

What you'll do:

• You will leverage qualitative and quantitative data to determine learning gaps and use that information to iterate and improve.
• Implement learning metrics and dashboards to ensure the client training programs are effective and efficient, improving the current ROI.
• You will work collaboratively with internal and external teams to understand how to measure the performance of our content-what's resonating, what's driving traffic, what's reducing support tickets, what has a high CSAT rating-and you'll use data to help make recommendations about what content we should create.
• Partner with customer success and marketing leadership to develop and support Pluralsight Customer User Groups and Community
• Own customer playbook and content creation, training with the customer teams, and ongoing operational preparedness as new features or products are released. Adapt playbooks and skill set development training with special attention to approach for scaling up teams.

Experience you'll bring:

• Operational experience within customer success, product, and customer education teams.
• A strong background in customer strategy, and an exceptional storyteller and writer. You'll have a thorough understanding of the B2B SaaS landscape and consider yourself a life-long learner.
• Experience leading projects and delivering solutions of varying size and complexity.
• Strong interpersonal skills with ability to clearly explain sophisticated issues to a range of audiences.
• Strong communication skills
• Bachelors Degree
• 3+ Years experience with self-serve customer education strategies.
• 3+ Years experience running large, cross-functional projects.

Requirements:

• Experience working with CRM platforms (e.g., Salesforce) and customer success tools (e.g., Gainsight, Pendo, Zendesk, Tableau) is a plus
• Exposure to multiple project management methodologies a plus
• Prior experience in customer success, customer education, marketing, or product or other customer-facing roles, or in supporting these types of teams.
• Experience in SaaS and recurring revenue businesses.
• Experience in complex organizational settings (e.g., PMO, geographically dispersed teams, etc.).

Travel Requirements:
While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.
Why you'll love working here:

• We're remote- and hybrid-friendly
• We're mission driven and guided by our culture pillars
• We have a strong commitment to diversity and belonging
• We cultivate a culture of trust, autonomy, and collaboration
• We're lifelong learners and champion team member growth and advancement
• We've got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:
We're Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud products, teams can develop critical skills, improve processes and gain data-driven insights.
Learning and development are at the core of who we are. We're out to help every technologist build better, and we're looking for curious, talented people to help us inspire and empower the tech workforce to achieve their goals. Our culture of autonomy, continuous learning, and collaboration creates an environment for growth and empowers us to drive impact through innovation.
Physical and Mental Requirements:
Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.
EEOC Statement
Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.
Please visit the bottom of our website to learn how to request an accommodation.
For more information on Pluralsight's commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.
The annual base salary + variable for this role is $144,000 - $160,000 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary and variable, this role may also be eligible for benefits and bonuses.
Applications must be submitted within 90 days after the initial posting date to be considered.
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