Trainer

Heap believes that customer education is a critical component to the overall success of our customer base. When our customers are enabled, we set a strong foundation for their long term success with Heap.

As an Associate Customer Education Specialist, your job is to deliver live training sessions to our customers at Heap. This role will join the Customer Education and Engagement team which is responsible for creating learning resources across a variety of mediums (documentation, online training, instructor led training, webinars, in-app guidance, e-mail nurture programs, community discussions and more). You will also partner closely with our customer success and professional services teams.

You're perfect for this role if you love speaking with large groups of people, are passionate about learning new technologies, experimenting with learning strategies, enjoy rolling up your sleeves to get stuff done, and have a passion for digging into learning and behavioral analytics to understand how well your solutions are performing.

We recognize that customer education specialists might come from a variety of backgrounds. While formal backgrounds in adult learning theory, L&D, or prior experience as a trainer is great…we also recognize that you might have developed your trainer toolkit and skill set in a variety of other roles (bdr, csm, retail trainer, etc). If you think you have a passion and skillset that would make you a great fit we welcome you to apply!

Here are a few of the things you'll do:

• Develop, grow, and maintain a deep understanding of the Heap product and services
• Deliver live training for users across the customer lifecycle that enables our customers to get the most value out of Heap
• Lead 1:Many Webinars that allow us to scale our content delivery
• Ensure that all existing training content remains relevant and up-to-date as product and process changes happen
• Utilize data to evaluate and improve the learning experiences and outcomes for our customers
• Act as the "Voice of the Customer" by passing on customer feedback to the relevant teams within Heap

What we're looking for:

• Creativity! We like to experiment here at Heap and we welcome new, innovative ideas that challenge the "traditional" way of doing things.
• Bias towards action. The startup world moves quickly, can you adjust your processes to meet the fast-paced demands and shifting needs of the business? Sometimes it is not clear how we are going to achieve something. Can you help carve a path? How fast can you do it? What are the tradeoffs?
• Resourcefulness. You know how to get things done. You like to take risks and be willing to try new things and iterate.
• Data-Driven Mindset. Success isn't about course completions and quiz scores for us. In order for a learning experience to be successful, it has to drive sustainable behavior changes from the audience. Do you utilize data and analytics to understand where we might need to make improvements to our strategy and/or content?
• Passion for teaching! Yes, this should be a given in a role created to deliver learning resources but we want to see that passion come through.

Bonus Qualifications

You don't have to have any of these to apply. They are additional qualifications that we like to hear about if you do happen to have them!

• Prior experience delivering product training
• Familiarity with HTML, CSS selectors, and/or APIs
• Experience with training on analytics and data
• Multi-media development skills in video production, and/or animation; ability to edit graphics, audio assets, and video clips to maximize impact.

People are what make Heap awesome. Regardless of age, education, ethnicity, gender, sexual orientation, or any personal characteristics, we want everyone to feel welcome. We are committed to building a diverse and inclusive equal opportunity workplace everyone can call home.

Heap has raised $205M in funding from NEA, Y Combinator, Menlo Ventures, SVAngel, Sam Altman, Garry Tan, Alexis Ohanian, Harj Taggar, Ram Shriram, and others. We offer plenty of awesome benefits, and we were named #1 on Glassdoor's Best Places to Work (SMB). We'd love to hear from you!

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