Customer Education Manager

Who we are

Datassential is a global food and beverage intelligence platform. By embracing billions of data points and AI, we offer a suite of innovative solutions that empower over 90% of the largest global brands in the food & beverage ecosystem to more effectively develop, market, and sell their products.

Datassential, headquartered in Chicago, USA, has gained momentum in global markets through its acquisition of CHD Expert (HQ: France) in 2022. Datassential recently received investment from New Mountain Capital and Endicott Capital, two top tier private equity firms. This significant milestone in our company’s journey enables us to accelerate our product roadmap and enhance our R&D efforts to deliver even more value-added features and solutions for our clients. 

Our global, remote-first team celebrates diverse backgrounds and new perspectives while cultivating expertise in all things food and beverage. Food brings people together, and there's room for everyone at Datassential's table.

Who you are

• Highly motivated and experienced Customer trainer who enjoys helping adults learn
• Strong Food & Beverage industry knowledge
• Tech-savvy with the ability to quickly learn new products and explain them to others in a clear, customer-focused manner
• You are not shy, being on camera in front of others gives you energy
• Can easily relate to others with a sense of humor because learning is more fun when we can laugh a little
• Excellent communication skills (written and verbal) 
• Strong analytical and goal-oriented mindset backed by basic project management skills.
• Educating adults on processes and tools is your wheelhouse
• Creative problem solver that knows how to teach others to use Datassential’s product to solve unique business challenges
• A proven track record of hitting objectives and embracing new challenges 
• You are adept at changing your training narrative mid-stream to support your trainees’ needs
• Collaborative by nature, you work seamlessly with internal teams to execute strategies that enhance tool adoption and customer retention. 
• Above all, you bring a passion for the food and beverage industry and a commitment to helping customers succeed in a dynamic and evolving market.

What we need

• 3-5 years of teaching/ training experience (traditional or corporate)
• An educator to manage our end-to-end customer onboarding process across the organization
• You understand customer context and business goals, ensuring that all training is tailored to their objectives and personalized by use case, buying center, and segment.
• Cross-functional collaborator who supports updating customer education materials, training videos, scripts, etc.
• Is the face of our product, always remaining positive and upbeat
• Assists Customer Support to ensure a smooth onboarding experience.
• Funnels relevant/ necessary account details back to the CX manager i.e., cross-sell/upsell opportunities, renewal risks, turnover or acquisition news, etc., through customer health software
• Keen eye for tracking tool usage to identify those in need of training and support
• Finds innovative ways to optimize the training experience, enhancing customer engagement, increase speed of adoption, and continual use

What you will do

Onboarding & Education

• Contribute to the refinement of onboarding programs that drive weekly usage and demonstrate ROI.
• Conduct onboarding meetings and training sessions for both new and existing customers.
• Implement new employee tool training relevant to their specific needs/role, i.e., Sales vs. Product.
• Educates all customers on the Datassential platform, ensuring they understand product functionalities and best practices to achieve their business objectives.
• Provides feedback to product based on customers’ education experience
• Adapts education session to suit various learning styles and uses custom narratives to train new users specific to their business challenge
• Collaborates with Support to maintain in-tool customer help and knowledge base.

Customer Usage & Progress Tracking:

• Implement customer setup progress, documenting advancements in customer health software.

Process Optimization:

• Identifies roadblocks in tool adoption and/or training processes and collaborates on solutions that will drive faster adoption and ongoing use
• Provides customers with resources that help them achieve desired outcomes efficiently.

Requirements

• Bachelor’s degree in education, business or similar field
• Minimum of 2 years’ experience working in Datassential SNAP platform or like system
• Minimum of 2 years’ experience for a SaaS company in either customer onboarding, training/education, customer service and support, account management, customer success or similar role.
• High emotional intelligence and empathy skills.
• Ability to prioritize, multitask, and manage time effectively.
• Strong knowledge of screen sharing software, G-Suite, MS Word, Excel, PPT, and Adobe

Nice to haves:

• Video editing capabilities- an advantage.
• Proficiency with CRM, Customer health software, training/coaching software (i.e., Seismic learning), and Help desk tools (i.e., Jira) a plus
• Multi-lingual
• Train-the-trainer courses or similar

Benefits

• Competitive salary and annual bonus eligibility
• Affordable Medical, Dental, and Vision Insurance, including a no cost employee-only plan
• 401K with dollar-for-dollar company match up to 5%
• Unlimited PTO, recharge days, and Christmas through New Year break
• Remote Stipend (non-Chicago residents)
• Wellness Reimbursement or HQ Gym access

Our Table Welcomes All. We embrace diversity of both background and thought and foster an inclusive environment that extends an open landscape of opportunities to everyone. We invite each of us to simply be ourselves. We operate with respect and without judgment, celebrating both the power of the individual as well as our shared humanity.

Datassential is an E-Verify employer.

The pay range for this role is $75,000/year - $85,000/ year. Actual compensation within the pay range will be decided based on factors including, but not limited to, skills, prior relevant experience, and specific work location.

If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact anjali.ambat@datassential.com