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Manager, Customer Education

Raleigh, NC

The Customer Education team builds users’ and administrators’ knowledge and skills so that they realize maximum value from Pendo products. They do this through in-app onboarding and courses available in Pendo Academy that include self-paced options as well as live sessions and workshops. In addition, Customer Education Managers support specific segments of customers by providing training to meet their unique needs.

Responsibilities

  • Design, develop, and deliver engaging learning for users and administrators
  • Determine the method to educate given the audience and goals 
  • Conduct audience, needs, and task analysis
  • Partner with subject matter experts to gather content, confirm accuracy, and test learning created
  • Outline learning objectives and design in-app and/or course structure
  • Script then build (using on-demand learning tools) self-serve courses and create instructor-led course materials (PPTs, facilitator guides)
  • Create assessments to check comprehension and certification exams to assess mastery of knowledge and skills
  • Manage development from inception to completion (i.e., release to users)
  • Deliver training live in one-to-many and customer-specific classes
  • Update content to reflect product releases and based on learner feedback
  • Stay abreast of industry trends and technologies and apply as relevant

Minimum Qualifications

  • 5+ years developing educational content 
  • Experience in curriculum development, training, and delivery
  • Passion for leading in-person and virtual programs
  • Experience working with LMSs (e.g., Skilljar, Thought Industries, Docebo, etc)
  • Fluency/comfort using course creation tools (e.g., Rise, Adobe Creative Suite, etc)

Preferred Qualifications

  • Project Management skills, with particular strength in being proactive, setting expectations, executing and resolving issues
  • Ability to break down complex topics and large amounts of information into logical sequences, then meld it into high-quality learning 
  • Strong written and verbal communication skills (able to adapt approach by audience) 
  • Able to use visual design skills to tell a story and illustrate a concept or process  
  • Knowledge of SCORM standards

Pendo Description:

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success.  Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

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Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require accommodation(s) for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation 

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

The expected salary range for this role to be performed in:

Raleigh, NC - USD $134,000 - $166,000

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.

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