Customer Education Specialist

Job Description

Hello, we’re ScreenCloud!
Founded in 2015 and with 10,000+ customers around the globe, ScreenCloud is a cloud-based SaaS company, employing over 100 people in our Bangkok, Belfast, LA, Charlotte and London hubs.
At ScreenCloud, we’re hard at work helping businesses to make stronger connections at scale, and with those who are most important to them; their employees & their customers. By using the screens on their walls & the content in their systems, we enable the sales, productivity & engagement that keep our customers’ businesses thriving.
We’re very proud of our product and we’re also incredibly proud of our people. It’s our ‘ScreenClouders’ and the culture they nurture that will take us where other companies just can’t go. So if you’re someone looking to join a team of talented individuals, apply below!
The Role
Our Customer Success team is looking for their new Customer Education Specialist! Reporting into the Director of Customer Success, you will be the foundational trainer for all new customers, providing engaging, accurate and empowering training on our Studio Platform. You will own, manage and iterate ScreenCloud University, providing digital training courses for users based on industry and role profile. Additionally, you will support the wider Onboarding and Professional Services teams with enablement activities such as bespoke sessions, webinars and digital content creation.
If you have a passion for customers, a keen eye for detail and possess a creative approach to training, then we would love to hear from you!

Responsibilities

• Create and deliver training and support materials to customers, including online courses, webinars, and documentation
• Create and deliver training and digital learning pathways to ScreenCloud colleagues, including customer education best practices and tools
• Work closely with the sales, customer success and product teams to understand customer needs and develop relevant training materials and initial launch needs
• Drive positive impact in time-to-value (TTV) for new customers
• Monitor and evaluate the effectiveness of training programs, making adjustments as needed
• Collaborate with other departments, such as marketing and sales, to promote and support customer education efforts
• Ensure the individual customer narrative is documented and available for ongoing Customer Success relationships
• Initiate customer success plans to drive value beyond launch phase
• Measure and report on the success of customer education programs, using metrics such as course completion and customer satisfaction
• Provide support and guidance to customers on the use of the company’s products and services
• Contribute to the development and continuous improvement of the customer education program, identifying and resolving issues where necessary
• International travel will be required to enable face to face launch sessions with top tier Enterprise customers

Requirements

• Proven experience in customer education or a related field (customer support / customer success)
• Strong writing and editing skills, with experience creating training and support materials
• Familiarity with learning management systems and online course creation tools
• Excellent communication and interpersonal skills, with experience presenting to groups
• Ability to build and maintain relationships with customers and partners
• Strong problem-solving and decision-making skills
• Time management and organisational skills
• Flexibility and adaptability to change
• A desire to learn and grow in the customer education field

Interview Process and Experience
Don’t meet every single requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every single qualification. At ScreenCloud, we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles! If you require any reasonable adjustments, please let our friendly recruitment team know.
Key Info
👩‍🏫 Typical Process: Intro to ScreenCloud - Meet the Hiring Manager - Challenge - Final🏡 Hybrid Friendly Working: 2-3 days in Office✨ Flexi-Hours: We don’t follow the strict 9-5 here, we trust you to execute your role to the highest standard whilst being able to make time for the things you love!
Benefits
Unlimited annual leaveHybrid-friendly workingWorking from home fundFlexible working hours401kCommuter benefitsConsumer discountsEnhanced parental leavePersonal development fundPrivate medical insurance (including dental and vision)Disability insurance (including life insurance, short-term & long-term disability cover)Employee assistance programme
Our Values
At ScreenCloud our values are core, this means they are the starting point - they underpin everything we do and enable a culture we can be proud of, both internally and externally.
🤲Trust & Transparency🦁 Unconventional & Brave💪 Integrity📚Continuous Learning & Development
FIND OUT MORE Check out our Bangkok, Belfast, LA, Charlotte and London hub pages.
Click here for some podcasting with our co-founders.
Read our culture blog here.
Get social! Follow us on Linkedin at @ScreenCloud - Digital Signage, and on Instagram at @Lifeatscreencloud