Senior Customer Education Manager, Live Programs
Job description
The Senior Customer Education Manager, Live Programs owns Fin's live training program end-to-end, designing curriculum and delivering live experiences such as webinars, cohorts, workshops and the annual Fin Academy Live event. The role also supports strategic Enterprise customers alongside the Deployment Services team.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Hybrid · United Kingdom
What you'll do
- Own the live education program end-to-end by setting the vision, roadmap, and success metrics for what we run, for whom, and to what outcome
- Design and deliver engaging, live experiences including webinars, cohorts, in-person workshops, and our annual Fin Academy Live event in order to drive customer outcomes and retention
- Partner with the Deployment Services team to define, create, and deliver tailored training to Enterprise customers, ensuring their teams are able to manage and scale Fin past the initial deployment
- Partner with the Customer Education team to plan and maintain a holistic training curriculum that supports our customers' and company's objectives to provide a cohesive, end-to-end learning experience across all of Fin Academy's offerings
- Continually iterate on offerings to increase their impact on onboarding, feature adoption, and automation rate and to incorporate feedback from customers, partners, and cross-functional teams
What we're looking for
- 8+ years of training experience with 3–5 years in a SaaS or tech environment; professional services and/or customer success experience required
- Strong grasp of adult learning principles and best practices that underpin effective and supportive live training experiences
- Proven content design skills with a track record of producing presentations and training that have clear information hierarchy, a relentless focus on driving customer action, and uses grounded examples to ensure concepts land
- Able to understand and clearly communicate complex, technical concepts and the nuances of AI products
- Strong executive presence with the ability to deliver compellingly to both large audiences and small groups, including presenting in high stakes situations with our largest customers and their senior management
- Skilled at maintaining engagement with all audiences and adapting in the moment whether that's managing a derailed discussion, a difficult question, or an unengaged group
- Superb program management skills, including stakeholder management, SME engagement, and end-to-end project management to lead large initiatives
Your team
Customer Education team
Drives customer onboarding, adoption, and transformation at scale through on-demand and live educational experiences.
Benefits
Benefits and programs are designed to support your health and wellbeing, your family, your time away from work, and your financial future
- Certain roles may be eligible for incentive compensation, equity, and benefits
Apply
About Fin
The highest-performing AI Customer Agent on the market today
Fin, now part of Salesforce, provides an AI Customer Agent that resolves complex customer issues end-to-end across every channel, with minimal set-up and integration. Fin can also be combined with the natively integrated Intercom help desk, giving modern support teams one single system.
Mission
Help businesses provide perfect customer experiences
Key facts
- AI customer service software
- Fin is now part of Salesforce
- Fin is powered by its own AI models
- Fin can be combined with the natively integrated Intercom help desk
- Fin has a hybrid working policy with employees expected in the office at least three days per week
Partners & customers