About the Role
Reporting to the Customer Experience Manager, 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.
Ranked number 14 by Seattle Business Magazine in the ‘Washington’s 100 Best Companies to Work For’ list in the large companies category for 2023; and named as one of BuiltIn ‘Best Places to Work’ in both Seattle and Dallas for 2024.
Benefits and Compensation
- Compensation:
- Allen, TX: $33.57 - $38.80 / hour
- Colorado Springs, CO: $33.97 - $39.25 / hour
- Depending on the state, eligible for sick time accrual
Compensation ranges are determined by role and location. The range displayed on each job posting reflects the pay range for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.
What You'll Do
- 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.)
What You'll Bring
- 3+ years customer retention or customer education experience required
- 3+ years experience or familiarity with customer best practices and verticals required
- 3+ years experience with LMS software (Skilljar, Lessonly, Docebo, etc.) and CRM (Salesforce) required
- History of working cross-functionally, particularly with Marketing, Customer Success and Product
- 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
- 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.
Pushpay is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Pushpay, please contact [email protected].
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, and we’re honored to have processed over $15 billion in charitable giving. We’re growing fast, including some exciting acquisitions in recent years, and we need driven talent. Join Pushpay and grow with us!
