Managing Director, Product Training

The Managing Director, Product Training will be responsible for designing, developing, and executing comprehensive educational programs to empower our customers with the knowledge and skills necessary to maximize their success with our product. The Managing Director, Product Training will lead a team of technical authors and curators to provide engaging and effective learning channels to customers, partners and internal employees with a variety of preferred learning styles. 

This role requires a blend of strategic thinking, instructional design expertise, and leadership capabilities to drive impactful learning experiences that contribute to customer satisfaction, retention, and advocacy. The Managing Director, Product Training will also collaborate closely with cross-functional teams such as Product, Technical Support, DevOps, Implementation, Sales, and Marketing to ensure alignment between educational initiatives and business goals, as well as continuously assessing and improving the effectiveness of Elixir’s customer education efforts. 

Essential Functions

Under the general supervision of Global Vice President, Product, the essential functions include: 

• Supervise a global team of employees, including making recommendations related to the hiring, retention, termination, and advancement of employees; scheduling projects and monitoring employees’ progress; handling employees’ grievances; coaching employees to achieve their full potential via Elixir Success and Quarterly Coaching programs
• Develop a strategic vision and roadmap for customer education initiatives aligned with company objectives, thereby leveraging customer education to drive adoption, retention, and growth 
• Spearhead the design and development of educational channels, including online courses, tutorials, webinars, live training, and product onboarding offerings while utilizing instructional design best practices 
• Define a learning strategy, combined with a content management strategy to drive development efficiency and quality of learning content 
• Collaborate with Product Management, Marketing, Customer Success, Technical Support, and other departments to identify educational needs and opportunities throughout the customer journey 
• Establish metrics and key performance indicators (KPIs) to measure the effectiveness and impact of customer education programs, regularly analyzing data to drive continuous improvement 
• Engage with customers directly through workshops, seminars, and other events to gather feedback, understand their learning preferences, and promote ongoing learning and skill development 
• Stay informed about industry trends, best practices, and emerging technologies in customer education, integrating relevant innovations into our strategies and approaches 
• Act as a thought leader and advocate for customer education internally, promoting its importance and demonstrating its impact on customer satisfaction, retention, and overall business success 
• Embrace and sustain a work environment that supports Elixir’s core values: Community, Learning, Integrity, and Pioneering 

Competencies

• Passion for customer success and a commitment to delivering exceptional learning experiences that drive value and satisfaction 
• Strong understanding of instructional design principles, adult learning theory, and educational technologies 
• Strategic mindset with the ability to translate business goals into actionable educational initiatives and measure their impact 
• Experience working cross-functionally with Product, Marketing, Sales, and Support teams to achieve shared objectives 
• Proficiency in learning management systems (LMS), content authoring tools, and other relevant software applications 
• Excellent communication and presentation skills, with the ability to convey complex concepts clearly and effectively to diverse audiences 

Required education and experience

• Bachelor's degree in Education, Instructional Design, Communications, Technology, Business or related field 
• Proven experience in a leadership role within customer education, with demonstrable results achieved at a SaaS company