Manager, Customer Education

Team Description

Customer Education at Pendo includes product documentation, training available on Pendo Academy, user groups, and our discussion forums. We’re currently looking to fill a Manager of Customer Education position. This is a player/coach role; the manager will lead the team while also being responsible for developing live learning programs and content development for one or more product areas, as well as the overall learning experience strategy. The ideal candidate is an experienced learning strategist and trainer, strong multi-tasker, and skilled collaborator. The role reports to the Director of Customer Education.

The Customer Education team builds educational content to increase users’ familiarity and knowledge of Pendo products so that they realize maximum value. They do this through in-app onboarding and structured learning available on Pendo Academy. The team’s leadership, expertise, and work is instrumental in driving a high quality, optimized self-service experience for all users of Pendo products.

Role Responsibilities

• Lead a global team of education managers who develop on-demand and live learning for Pendo’s users and admins (currently two people in Raleigh).
• Build and maintain the roadmap for education development, aligned to product releases and CX goals.
• Work with the team to build and refine processes and optimize learning development tools.
• Work with the team to build and refine learning needs and processes.
• Assess the need to evolve existing education programs or add new ones to meet changing business needs.
• Own and maintain education in an area of the product (including creating on-demand video content, live learning, in-app guides, and long-form content).
• Leverage data-based insights to improve content, address quality issues, and accessibility needs.
• Build and maintain strong relationships with colleagues across the company and ensure visibility into the learning experience roadmap and team priorities.
• Manage key performance indicators to track progress of key metrics and goals.
• Hire, onboard, and develop new team members.

Minimum Qualifications

• Experience in curriculum development, training, and delivery.
• Passion for leading in-person and virtual programs.
• Outstanding time management skills, with ability to handle multiple management tasks and writing assignments simultaneously.
• Strong interdepartmental communication and relationship-building skills.
• Thrives in a fast-paced environment; can quickly adapt to new technologies and frequent shifts in priorities.
• Experience defining, measuring, and being accountable for key metrics and performance indicators around the effectiveness of educational resources.
• Ability to break down complex topics and large amounts of information into logical sequences then meld it into high quality learning.
• Strong written and verbal communication skills (able to adapt approach by audience).
• Able to work onsite three days a week (Tuesday and Wednesday required including a third day of the employee's choice)

Preferred Qualifications

• First-hand experience using Pendo products and developing educational training programs to achieve customer objectives.
• Project management skills, with particular strength in being proactive, setting expectations, executing and resolving issues.
• Experience with LMS systems (e.g., Skilljar, Docebo, Thought Industries, etc).
• Fluency using course creation tools (e.g., Adobe Creative Suite, Mentimeter, etc).
• Able to use visual design skills to tell a story and illustrate a concept or process.
• Knowledge of SCORM standards.

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require accommodation(s) for any part of the recruitment process, please send a request to: [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

The expected salary range for this role to be performed in:

Raleigh, NC - USD $115,000 - $130,000

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.

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