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Manager, Customer Education

Raleigh, NC

Customer Education at Pendo includes the self-paced and live training available on Pendo Academy. We’re currently looking to fill a Manager of Customer Education position. This is a player/coach role; the manager will lead a team of three Customer Education Managers while also spending ~30% of their time developing and delivering live learning programs and/or working on new content for one or more product areas. The ideal candidate is an experienced learning strategist and trainer, strong multi-tasker, and skilled collaborator. The role reports to the Senior Director of Customer Education.

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.

Role Responsibilities 

  • Lead a team of education managers who develop on-demand and live learning for Pendo’s users and admins (currently two, but soon to be three, people in Raleigh).
  • Build and maintain the roadmap for education development, aligned to product releases and customer success goals.
  • Work with the team to build and refine processes and select learning development tools that increase efficiency and improve quality.
  • Continually evolve education programs to meet customer needs and Pendo’s business goals.
  • Own and maintain education in an area of the product and/or for a segment of customers (e.g., create on-demand video content, deliver live learning, develop in-app guides, etc). 
  • Leverage data-based insights to improve content, address quality issues, and meet accessibility needs.
  • Build and maintain strong partnerships across the company and ensure visibility into the learning experience roadmap, team priorities, deliverables and impact.
  • Manage key performance indicators to track progress against key metrics and goals.
  • Hire, onboard, and develop new team members.

Minimum Qualifications

  • Experience as a people manager, supporting direct reports in their career development.
  • Experience in curriculum development, training, and delivery.
  • Passion for leading in-person and virtual programs.
  • Outstanding time management skills, with ability to handle multiple management tasks and writing assignments simultaneously.
  • Strong interdepartmental communication and relationship-building skills.
  • Thrives in a fast-paced environment; can quickly adapt to new technologies and frequent shifts in priorities.
  • Experience defining, measuring, and being accountable for key metrics and performance indicators around the effectiveness of educational resources.
  • 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).

Preferred Qualifications 

  • First-hand experience using Pendo products and developing educational training programs to achieve customer objectives.
  • Project management skills, with particular strength in being proactive, setting expectations, executing and resolving issues.
  • Experience with LMSs (e.g., Skilljar, Docebo, Thought Industries, etc).
  • Fluency using course creation tools (e.g., Rise, Adobe Creative Suite, Mentimeter, etc).
  • 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.

Accessibility

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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