[Hiring] Senior Customer Education Consultant @Motive

Role Description

As an Education Consultant specializing in Customer Education, you will play a pivotal role in empowering our customers to maximize the value of our products and services. This involves a dynamic blend of strategic planning, expert delivery, and continuous improvement, all grounded in sound instructional design principles and a keen focus on achieving measurable business outcomes. You will act as a trusted advisor, guiding customers through comprehensive learning journeys that are tailored to their unique needs and objectives.

This highly collaborative role requires extensive partnership with a diverse range of stakeholders. You will work closely with internal cross-functional teams, leveraging their expertise to ensure our training content is accurate, up-to-date, and aligned with product roadmaps. Collaboration with Subject Matter Experts (SMEs) will be crucial for deep dives into specific functionalities and use cases, ensuring the technical accuracy and practical relevance of all training materials. Furthermore, you will partner with enablement teams to streamline processes, share best practices, and ensure a cohesive customer experience across all touchpoints. Your ultimate goal is to ensure that every learning experience is not only engaging and effective but also directly contributes to our customers' success and satisfaction.

What You'll Do

• Training Plan Development: Lead the end-to-end process of developing customized and impactful training plans for individual accounts.
• Training Delivery: Serve as a primary facilitator for customer-facing training across a variety of formats.
• Travel: This role requires a flexible approach to travel, with the potential for up to 40% travel.
• Customer Discovery & Planning: Spearhead in-depth discovery sessions with new and existing customers.
• Training Facilitation: Deliver highly effective Virtual Instructor-Led Training (VILT) and onsite training sessions.
• Train-the-Trainer (TTT) Programs: Design and execute robust TTT programs using a proven "see one, do one, teach one" methodology.
• Collaboration on Assets: Engage in close collaboration with our dedicated Customer Education Specialists.
• Instructional Design & Project Management: Apply your expertise in instructional design to conduct thorough needs analyses.
• Content Improvement: Proactively analyze and refine existing content based on performance data, learner feedback, and feedback loops gathered during training delivery.

Qualifications

• A minimum of 3 years of hands-on instructional design experience, with a significant emphasis on developing and delivering customer-facing training within a Software-as-a-Service (SaaS) environment.
• Proven and demonstrable experience in facilitating both virtual and/or classroom-based training sessions.
• Exceptional communication skills, allowing you to articulate complex concepts clearly and concisely.
• Strong presentation skills and superior interpersonal skills for building rapport with customers.
• A strong ability to understand the customer’s business, operating model, user roles, and unique goals.
• Strong discovery, critical thinking, stakeholder management, and solution-design skills.
• A strong theoretical and practical understanding of various learning theories and instructional design models.
• Solid project management skills for effectively planning, executing, and overseeing multiple training initiatives concurrently.
• Proficiency with industry-standard eLearning and content authoring tools.
• Excellent time management and organizational abilities.
• Fluency in French is required; proficiency in Spanish is a significant advantage.
• A willingness and ability to travel up to 40% for onsite delivery of training, Train-the-Trainer (TTT) programs, and customer workshops.

Benefits

• Health, pharmacy, optical and dental care benefits.
• Paid time off and sick time off.
• Short term and long term disability coverage.
• Life insurance.
• 401k contribution (all benefits are subject to eligibility requirements).