Experienced Senior Customer Education Specialist – eLearning Expert & Product Mastery Champion for Customer Success

Introduction to blithequark

At blithequark, we are driven by a mission to empower our customers with the knowledge and skills they need to excel while fostering a deep understanding of our product. Our unwavering commitment is to deliver a flawless eLearning experience and act as the crucial bridge connecting our customers with our product team, channeling invaluable insights to drive tangible improvements. As a leader in the industry, we strive to make a meaningful impact by providing seamless eLearning experiences that connect our users with our product team, bringing valuable insights to drive real improvements.

Our Customer Education Mission and Vision

Our customer education mission is built around empowering our customers by giving them the tools to succeed while helping them truly understand our product. We follow guiding principles that include helping customers find value by emphasizing on the details that matter, creating a flexible program that can grow with our customers, offering personalized training options, embracing an agile approach to deliver solutions quickly and maintaining high quality, designing fun and engaging learning experiences that keep users interested, and being there for our customers when they need us, guiding them to achieve their goals effectively.

Our customer education vision is to be the global benchmark in customer education for blithequark, recognized for our unwavering commitment to excellence. We aspire to be the centre of excellence & go-to experts for our business, ensuring customers master its potential. Our eLearning experiences set the gold standard for engagement and effectiveness, while we act as the single source of truth that amplifies customer voices and drives continuous product improvements.

Position Summary

As a Senior Customer Education Specialist at blithequark, you will play a pivotal role in bringing our mission and vision into reality. You will be at the forefront of creating and delivering exceptional eLearning experiences to our valued customers. Additionally, you will serve as the bridge that connects customer insights to our product team, contributing to continuous product enhancements. Your expertise will be crucial in empowering our customers to succeed, and your passion for eLearning and customer education will drive our mission forward.

Key Responsibilities

• Product Mastery: Develop an in-depth understanding of our product, becoming a subject matter expert by using the product & sourcing product learnings from day-to-day interactions. Keep up-to-date with product updates and changes by attending product trainings & meeting regularly with Product Managers.
• Assist the Customer Onboarding Team: Internally maximize product utilization for our customers and support the CS team by unlocking their ability to guide customers to success, by developing educational modules that apply to common use cases and user workflows.
• Support Operational Activities: Support the operational activities of blithequark Academy’s Product Education Team with the aim of complementing Customer Education materials and provide internal support to the Product Marketing team by sharing insights gathered from the field.
• E-Learning Excellence: Create engaging eLearning content, including courses, documentation, videos, webinars, and other learning interventions. Ensure a seamless and effective eLearning experience for customers and act an active role in creating the certification programs creation.
• Customer Engagement: Interact directly with customers to understand their needs, answer queries, and address concerns during Live Webinar sessions. Evaluate the feedback on eLearning materials and the overall learning experience.
• Single Source of Truth: Collaborate closely with the product team and other internal stakeholders to relay customer feedback and insights. Play a crucial role in translating customer feedback into actionable product improvements.
• Continuous Improvement: Monitor the effectiveness of educational materials and make data-driven improvements through surveys and other customer feedback. Keep up with industry best practices and emerging trends in eLearning and customer education. Create an industry-leading scenario library that enables experts to harness the full potential of blithequark's platform.

Qualifications

To be successful in this role, you will need:

• Bachelor's degree: In Education, Instructional Design, or a related field (Advanced degrees a plus).
• Experience: Minimum 3 years of experience in a related field.
• Language skills: Fluent in English and in the local language.
• Communication and presentation skills: Exceptional communication and presentation skills.
• Project management and organizational skills: Project management and organizational skill sets.
• Technical proficiency: Experience with Google Workplace and strong technical proficiency, especially with eLearning tools and learning management systems such as Intellum, Skilljar, Tovuti, Talent LMS.
• Instructional design experience: Proven experience in instructional design, eLearning development, or a related role.
• Continuous learning: A passion for continuous active learning in the B2B SaaS industry.
• Flexibility and accountability: High level of flexibility, creativity, and accountability.
• Collaboration: Ability to work collaboratively and bridge the gap between customers and the product team.

Skills and Competencies

To excel in this role, you will need to possess a unique blend of skills and competencies, including:

• Strong understanding of adult learning principles: The ability to apply adult learning principles to design engaging and effective eLearning experiences.
• Excellent project management skills: The ability to manage multiple projects simultaneously and prioritize tasks to meet deadlines.
• Strong technical skills: Proficiency in eLearning tools and learning management systems, as well as the ability to learn new technologies quickly.
• Exceptional communication and interpersonal skills: The ability to communicate complex ideas clearly and effectively to both technical and non-technical audiences.
• Collaboration and teamwork: The ability to work collaboratively with cross-functional teams, including product, marketing, and customer success.

Career Growth Opportunities and Learning Benefits

At blithequark, we are committed to helping our employees grow and develop in their careers. As a Senior Customer Education Specialist, you will have access to a range of learning and development opportunities, including:

• Professional development training: Regular training sessions and workshops to help you develop new skills and stay up-to-date with industry trends.
• Mentorship programs: Opportunities to work with experienced mentors who can provide guidance and support in your career development.
• Cross-functional collaboration: The chance to work with different teams and departments, broadening your understanding of the business and developing new skills.
• Career progression opportunities: Clear paths for career advancement and professional growth within the company.

Work Environment and Company Culture

At blithequark, we pride ourselves on our progressive and dynamic company culture. Our work environment is collaborative, innovative, and fast-paced, with a focus on delivering exceptional results and making a meaningful impact. We believe in empowering our employees to take ownership of their work and providing them with the autonomy to make decisions and drive change.

Our company culture is built around a set of core values that include:

• Customer obsession: A relentless focus on delivering exceptional customer experiences and driving customer success.
• Innovation and experimentation: A willingness to try new things, take risks, and learn from failure.
• Collaboration and teamwork: A belief in the power of collaboration and teamwork to drive results and achieve common goals.
• Continuous learning and growth: A commitment to ongoing learning and development, and a passion for staying up-to-date with industry trends and best practices.

Compensation, Perks, and Benefits

At blithequark, we offer a competitive compensation package and a range of perks and benefits to support our employees' well-being and success. These include:

• Competitive salary and bonus structure: A salary and bonus structure that reflects your skills, experience, and contributions to the company.
• Comprehensive benefits package: A range of benefits, including health insurance, retirement savings, and paid time off.
• Flexible working arrangements: The ability to work from home, flexible hours, and a range of other benefits to support your work-life balance.
• Professional development opportunities: Access to training, mentorship, and career development opportunities to help you grow and develop in your career.

Conclusion

If you are a motivated and experienced customer education specialist looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. As a Senior Customer Education Specialist, you will play a critical role in driving customer success and delivering exceptional eLearning experiences. With a competitive compensation package, a range of perks and benefits, and opportunities for career growth and development, this is a unique chance to join a dynamic and progressive company and make a meaningful impact.

So why wait? Apply now to join our team and start your journey as a Senior Customer Education Specialist at blithequark. We look forward to hearing from you!