Director, Customer Education




Mattermost, one of Y Combinator's top 100 companies, provides an open source enterprise-grade messaging platform to the world’s leading organizations that allows teams to collaborate securely and privately anywhere. With over 10,000 server downloads / month our customers include Uber, Samsung, Affirm, The US Department of Defense and more. Our private cloud solutions offer secure, configurable, highly-scalable messaging across web, phone and PC with archiving, search, and deep integrations with hundreds of SaaS and on-premises technologies. Headquartered in Palo Alto, California, our company serves customers around the world with a distributed organization spanning the globe.



We value high impact work, ownership, self-awareness and being focused on customer success. If these values match who you are, we hope you'll learn more about working at Mattermost and come talk to us!



About the Role



Mattermost is seeking an innovative, customer-centric Director of Customer Education who will develop and execute the strategy to provide Mattermost customers with the knowledge and education they need to achieve long-term

success. They will oversee the creation and delivery of customer training curriculum, technical documentation, guides and best practices and will also be responsible for developing certification programs for customers, contributors and partners.



Responsibilities



    • Develop a customer-centric, data-driven model for personalized education

    • Drive innovative ideas of what learning can include

    • Learn and become intimately familiar with the Mattermost product in order to understand customer needs, both current and future

    • Develop robust learning curriculum across multiple audiences, geos, functions and modes of consumption

    • Select and implement a learning management system to enable self-paced and virtual instructor-led training

    • Work cross functionally with other customer-facing teams to enhance the training offerings based on internal inputs

    • Establish key metrics for measuring the impact of customer education

    • Identify opportunities for product enhancement; work with the product and engineering teams to implement key areas of improvement

    • Collaborate with Sales and Marketing to develop, package and deliver new training offerings

    • Develop comprehensive certification programs for customers, contributors and partners




Requirements



    • 5+ years developing large scale learning programs and technical guides for an Enterprise software company

    • Strong experience with a remote first culture and workforce

    • Proven track record in recruiting, hiring and coaching technical writers, curriculum developers and instructors

    • Ability to both lead the team and roll up the sleeves to dig in

    • Ability to learn and assimilate technical information quickly

    • Experience working with C-suite stakeholders and partners to identify business goals and create programs, processes, and content to educate the Mattermost community

    • A leader with an analytical mind who will lead, measure and hold the team accountable for improvement in overall customer learning and retention




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