The Managing Director, Product Training is responsible for designing, developing, and executing comprehensive educational programs to empower our customers with the knowledge and skills necessary to maximize their success with our product. This role will lead a team of technical authors and curators to provide engaging and effective learning channels to customers, partners, and internal employees with a variety of preferred learning styles.
This role requires a blend of strategic thinking, instructional design expertise, and leadership capabilities to drive impactful learning experiences that contribute to customer satisfaction, retention, and advocacy. The Managing Director, Product Training will collaborate closely with cross-functional teams such as Product, Technical Support, DevOps, Implementation, Sales and Marketing to ensure alignment between educational initiatives and business goals, while continuously assessing and improving the effectiveness of Elixir's customer education efforts.
Essential Functions- Build and supervise a team of employees, including making recommendations related to the hiring, retention, termination, and advancement of employees; scheduling projects and monitoring employees' progress; handling employees' grievances; coaching employees to achieve their full potential; and performing Security Liaison responsibilities.
- Develop a strategic vision and roadmap for customer education initiatives aligned with company objectives, thereby leveraging customer education to drive adoption, retention, and growth.
- Spearhead the design and development of educational channels, including online courses, tutorials, webinars, live training, and product onboarding offerings while utilizing instructional design best practices.
- Define a learning strategy, combined with a content management strategy to drive development efficiency and quality of learning content.
- Collaborate with Product Management, Marketing, Customer Success, Technical Support and other departments to identify educational needs and opportunities throughout the customer journey.
- Establish metrics and key performance indicators (KPIs) to measure the effectiveness and impact of customer education programs, regularly analyzing data to drive continuous improvement.
- Engage with customers directly through workshops, seminars, and other events to gather feedback, understand their learning preferences, and promote ongoing learning and skill development.
- Stay informed about industry trends, best practices, and emerging technologies in customer education, integrating relevant innovations into our strategies and approaches.
- Act as a thought leader and advocate for customer education internally, promoting its importance and demonstrating its impact on customer satisfaction, retention, and overall business success.
- Adopt Elixir's mission and culture: At Elixir, we're about more than technology. We're about people. Our goal is to revolutionize how brands connect with customers on a human level. Elixir is a customer-first, people-centric, trans-continental team with heart. Being multicultural is part of our DNA. It's something we're proud of. It brings different points of view and multiple advantages to every innovation we bring to life.
Competencies- Passion for customer success and a commitment to delivering exceptional learning experiences that drive value and satisfaction.
- Strong understanding of instructional design principles, adult learning theory, and educational technologies.
- Strategic mindset with the ability to translate business goals into actionable educational initiatives and measure their impact.
- Experience working cross-functionally with Product, Marketing, Sales, and Support teams to achieve shared objectives.
- Proficiency in learning management systems (LMS), content authoring tools, and other relevant software applications.
- Excellent communication and presentation skills, with the ability to convey complex concepts clearly and effectively to diverse audiences.
TravelAbility to travel up to 30% to customer locations and company headquarters in California.
Requirements
- Bachelor's degree in Education, Instructional Design, Communications, Technology, Business or related field
- Proven experience in a leadership role within customer education, with demonstrable results achieved at a SaaS company
CompensationThe base salary range for this position is $120,000-$150,000. Compensation will vary based on experience, qualifications, and geographic location, with the higher end of the range reserved for candidates based locally.
