What are the responsibilities and job description for the Customer Education Specialist position at Pushpay?
About the Role
Reporting to the Customer Success Operations Team Lead, the Customer Education Specialist exists to engage new and current customers through a self-service, digital strategy in order to drive product adoption and utilization, customer satisfaction, department efficiency and effectiveness, and cost savings. Partnering cross functionally with all Customer Success teams, this person will play a critical role in our department’s ability to scale while improving customer experience.
What You'll Do
- Learning Management System (LMS) Administration
- Curation, management, and continuous improvement of LMS courses, including the UX/UI and brand consistency.
- Proactively seek feedback from internal teams and customers for improvement ideas. Drive improvements based upon the analysis and recommendations.
- Participate in various company initiatives and projects as requested.
- Collaborate with multiple departments to build out a world-class customer education experience.
- Customer education strategy and content curation
- Define the customer education success criteria, measure progress, and communicate status to team members and leadership.
- Establish reporting scorecards, metrics, boards, and templates to document and track customer education progress and KPI’s at established cadence.
- Create comprehensive course offerings for all segments of customers and software/products that drives faster implementation, increased software adoption/utilization, and increased internal efficiency.
- Establish and maintain certification program for users that incentives achievements.
- Promote thought leadership and best practice content for relevant customer verticals that provides value to customers and attracts prospects.
- Salesforce-LMS Integration
- Identify and recommend strategy to strengthen integration with Salesforce, ensuring internal teams can leverage customer LMS data (training registration, completion, scores, etc.).
Benefits and Compensation
We have a passion for making all employees feel supported. In addition to having a genuine interest in helping you do your best work and drive your career, we offer:
- 100% employer-paid premiums for Medical, Dental, and Vision for employee
- 50% employer-paid premiums for Medical, Dental, and Vision for dependents
- 401K match
- Flexible working program
- 12 paid company holidays
- Minimum 15 days PTO
- Paid parental and adoption leave
- CO Pay Range: $67,000 - $83,000 / year
- WA Pay Range: Varies based on city location.
What You'll Bring
- 3 years customer retention or customer education experience required.
- Experience or familiarity with customer best practices and verticals required.
- Experience with LMS software (Skilljar, Lessonly, Docebo, etc.) and CRM (Salesforce) required.
- Well-defined skills and expertises in discovering customer needs and objectives.
- Demonstrated ability to implement service strategies and work independently.
- Superior written, verbal, and interpersonal skills.
- History of working cross-functionally, particularly with Marketing, Customer Success and Product.
Preferred Requirements
- Proven ability to work in a fast paced environment. Exceptional time management, organization, and multi-tasking skills.
- Persistence and determination to deliver results.
- Ability to manage multiple, concurrent projects.
- Ability to anticipate change and adjust priorities accordingly.
- Interest in implementing feedback and dedicated to the improvement of skills and work.
- A desire to help people and improve the customer experience.
About Pushpay
Pushpay helps organizations and communities come to gather & stay connected, strengthening community, connection, and belonging through our suite of mobile apps, management software, and giving technology. Our 550 Pushpay teammates support 10,000 customers as they drive social good. In the 2021 financial year we were honored to process US $6.9 billion in charitable giving. We’re growing fast, including an exciting acquisition in 2021, and we need driven and teachable talent. Join Pushpay and grow with us.