Senior Manager, Customer Education & Training

Remote, United States

Full Time Senior-level / Expert
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Sendoso
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Who We Are:
Sendoso is where you go to build something bigger than yourself. We’re a Series C company with $152M in venture capital funding with more than 800+ customers and 20,000 active users, and multiple revenue streams. Our company is on an unprecedented growth trajectory and we’re looking for people who want to do great things. 
Sendoso is the leading Sending Platform that delivers modern direct mail, personalized gifts, eGifts, and other Physical Impressions™ at scale. This makes it possible to build stronger, deeper, and more trusted relationships that move everything up and to the right! Our award-winning Sending Platform connects online and offline experiences via cloud software, automation, and real-world logistics—a feat that few companies have achieved.
Our mission statement is to help companies rise above the noise by eradicating spam and elevating relationships. Our goal is to enable businesses everywhere to make more human connections in a digital world.

About Your Role: 
As a Senior Manager of Customer Education & Training, you’ll develop training and instructional content for customers who are new to our products or want to optimize their use of Sendoso. In this role you will lead the design and development of customer education and training strategy.  You will provide leadership and oversight for the design, development, and deployment of engaging, creative and effective learning experiences for all of our customer audiences.  We are looking for someone with experience in SaaS based platform training.  You’ll work with our product marketing, product team, CS team, and other customer-focused teams to create materials that will ensure our customers’ early adoption and long-term optimization of Sendoso. 
To be successful in this role you need to understand the needs of our customers (sales, marketing, and CS teams), and have a passion for improving and scaling processes. You should be driven to support impactful enablement initiatives and want to serve as an active liaison between eLearning and our cross-functional partners. The ideal candidate is fully versed in adult learning theories and can bridge both strategic thinking and tactical project execution. We are looking for a focused, agile, and energetic team player. Deliverables will include: on-demand courses, product certifications, and digestible video tutorials.

Projects You'll Work On:

  • Training Development & Delivery: Develop the Customer education and training strategy and help build the practice for customer education.  You will design customer-centered, engaging, and effective learning experiences with all our customer audiences at all levels of investment. You will guide product education through onsite and remote interactions, professional learning events, eLearning curriculum (Sendoso University/ LMS), gamification strategies, and ongoing end user enablement programs. 
  • Development of Training & Knowledge Assets including but not limited to knowledge articles, product documents & demos, release updates, work instructions, case studies, rich media assets, infographics, videos, simulations, presentations, Wikis, Confluence spaces etc. Continuously develop new content material and enhance existing ones. 
  • Process, Reporting & Tools: Ownership of the Learning Management System (Sendoso University) and the customer facing knowledge base. As well as Sales/Partner facing portals for content storage & consumption. Develop & document processes to effectively and efficiently run the customer education practice, to measure the success of projects and programs.
  • Build reports and dashboards to share visibility, identify challenges and opportunities. Analyze data and identify trends, and areas that need action.
  • Team Building & Management: You will also be responsible for hiring, developing and managing other trainers, instructional designers &/or multimedia designers, both from a dotted line and solid line reporting structure.

Experience:

  • Minimum 5 years Learning and Development / Instructional design experience including content development experience with a variety of content authoring tools (e.g., Articulate Storyline, Camtasia, Adobe Captivate, Lectora, Brainshark etc.) within Saas environment
  • Proven training facilitation and delivery experience (in person and virtual)
  • Passion for Learning & Development with strong communication & influencing skills
  • Ability to work effectively and build relationships in a matrix environment supporting a commercial team
  • Ability to analyze existing content for its instructional value
  • Ability to identify the best learning delivery formats/ experiences for a specific set of learning goals (gamification learning a plus)
  • Attention to design aesthetics and visual detail. Graphic or visual design experience a plus
  • Ability to scope and manage the day-to-day work of projects independently
  • Strong written and verbal skills
  • Project management experience

What We Believe:

  • Conquer Giants! We get things done. Moxie is in our DNA, and we’re breaking down the barriers that separate the world.
  • One Team! Everyone belongs here, and weather it is your first day or you’re the CEO, your voice and ideas matter to us 
  • Relationships Matter! It’s a cluttered, digital world out there, but our connections are real. We’re all humans, so we treat each other and our customers like humans too. 
  • Reinvent! Forget thinking big. We think meteorically by redefining what’s possible and shaping the future of human connections. 

What You’ll Love:

  • Comprehensive Medical Plans plans - we've got you covered
  • Take-What-You-Need Time Off
  • Vacation Bonuses 2X/Year
  • 401K Plan
  • FSA Plan 
  • Employer-paid membership to One Medical
  • Volunteer Time Off 
  • Birthday Time Off
  • Generous parental leave benefits for both birthing and non-birthing parents
  • Access to Employee Assistance Programs (EAPs) 
  • Fitness discounts through ClassPass
  • End-to-end family planning discounts through KindBody
  • Discounted pet insurance through PetPlan
  • Free and discounted legal benefits through Rocket Lawyer
  • Financial wellness benefits through SoFi
  • Team Outings 

We're currently working from home due to Covid-19, and the following will apply once we're safely back in the office:

  • Catered Lunch & Breakfast
  • Dog Friendly Offices
  • Collaborative Office Space
  • Stocked Kitchen
Sendoso is an Equal Opportunity Employer: we value diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Job region(s): North America
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